VP Customer Experience (CX) & Engagement

Vice President, Customer Experience & EngagementThe Vice President, Customer Experience & Engagement (VP, CXE) is an enterprise-wide leadership role created to transform how GuideWell, Florida Blue, and Triple-S engage with the people and organizations that depend on us. Reporting to the SVP of Communications, Marketing and Customer Experience, the VP, CXE will build and lead the function from the inside out establishing strategy, governance, capability, and culture.Key Responsibilities:Health Journey & Clinical ExperienceJourney Design & Experience InnovationCRM & Lifecycle CommunicationsEnterprise Leadership & GovernanceProvider & Partner ExperienceOrganizational Capability BuildingKey Requirements:Bachelor's degree in Business, Marketing, Human-Centered Design, Psychology, Behavioral Science, or a related field or additional related work experience10+ years of progressive experience in customer experience, health engagement, or related disciplines, with at least 5 years at a senior leadership levelDeep expertise in CX methodology, including journey mapping and human-centered designProven ability to influence at the executive level and drive change across matrixed organizational structures without direct authorityStrong command of CX technology and data platforms, including CRM and AI-enabled service channelsPreferred:Experience in health insurance, managed care, healthcare services, or population health with working knowledge of CAHPS, HEDIS, CMS Star Ratings, and health engagement metricsFamiliarity with multi-market and multicultural member populations, including Spanish-speaking and Caribbean market contextsFamiliarity with behavioral economics or health behavior change frameworks as applied to member engagementCertification in CX methodology (CCXP or equivalent) or design thinking (IDEO, Stanford d.school, or similar)Able to set a compelling long-term direction while building the processes and accountability structures to execute itGenuinely motivated by improving the lives of the members we serve and skilled at translating that motivation into organizational systems and behaviors that hold up under operational pressureUnderstands that improving health outcomes requires meeting people where they are designing for the full range of health literacy, life circumstance, and cultural context represented in our membershipA team builder who creates followership across functions and levels without relying on hierarchy or authority to drive alignmentComfortable with ambiguity and energized by the opportunity to build not just manage a functionGeneral Physical Demands: Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.What We Offer: As a Florida Blue employee, you will thrive in our Be Well, Work Well, GuideWell culture where being well as an individual, and working well as a team, are both important in serving our members and communities.To support your wellbeing, comprehensive benefits are offered. As an employee, you will have access to:Medical, dental, vision, life and global travel health insuranceIncome protection benefits: life insurance, short- and long-term disability programsLeave programs to support personal circumstancesRetirement Savings Plan including employer matchPaid time off, volunteer time off, 10 holidays and 2 well-being daysAdditional voluntary benefits availableA comprehensive wellness programEmployee benefits are designed to align with federal and state employment laws. Benefits may vary based on the state in which work is performed. Benefits for intern, part-time and seasonal employees may differ.To support your financial wellbeing, we offer competitive pay as well as opportunities for incentive or commission compensation. We also conduct regular annual reviews with pay for performance considerations for base pay increases.Final pay will be determined with consideration of market competitiveness, internal equity, and the job-related knowledge, skills, training, and experience you bring.We are an Equal Employment Opportunity employer committed to cultivating a work experience where everyone feels like they belong and can perform at their best in pursuit of our mission. All qualified applicants will receive consideration for employment.