Senior Director Performance Advisory Services

The Principal Experience Advisor leads the enterprise experience advisory portfolio and prioritization across Health Services, Commercial and Government Markets, and Shared Services, spanning nine customer dimensions: employees, prospects, members, patients, providers, family caregivers, brokers/agents, plan sponsors, and vendor partners. This role also owns the end-to-end improvement, design, and co-execution of personalized, relevant, and consistent experiences and signature moments, and sets organizational standards for experience practice, while ensuring all initiatives drive measurable business results. This leader is responsible for making significant improvement in publicly reported outcomes (e.g., MA-CAHPS, HOS) and business priorities (e.g., retention, NPS, trust). By maturing human-centered design principles and practice within the team and throughout the organization, this role facilitates the adoption of future-leaning skills to help deliver an unmatched, world-class experience. 
 

This leader builds a high-performing team that operates as a core function within a shared service model, supporting enterprise-wide strategic efforts across business units and other shared services. While maturing the team from a people, process, and technology perspective, this leader must also create the conditions for experience-obsessed teams and be bold in how we pioneer work that is first of its kind, working hand-in-hand with stakeholders. This function sits within the 'business product' team and works hand-in-hand with the 'technology product' teams. This is a senior leader role reporting to the Vice President, Enterprise Customer Experience & Engagement.
 

Key Responsibilities:
Portfolio & Strategy
•    Own the complete experience advisory portfolio across Health Services, Commercial and Government Markets, and Shared Services, including the prioritized book of member/customer/provider/broker journeys and their associated value-at-stake.
•    Define and communicate the “why, how, what” narrative for all experience initiatives and enterprise-wide activation efforts.
•    Establish and enforce ROI expectations on all deliverables, ensuring accountability for measured outcomes rather than recommendations alone.
•    Maintain a cohesive portfolio of current work, future work, and net-new innovations.
 

Design & Delivery Standards
•    Set the design-and-delivery methodology and standards for the practice, including journey design, service design, and touchpoint redesign.
•    Ensure that solutions are designed once, deployed, and then scaled across the enterprise.
•    Co-develop the capability hub—a centralized repository of best-in-class tools, templates, and resources—to enable enterprise-wide adoption and consistency.
 

Team Leadership & Development
•    Lead a high-performing, nimble, and agile team of experience advisors and experience operations leads.
•    Build deep bench strength through mentoring, capability development, and cross-functional pairing.
•    Hold team members accountable for advocating for the member/customer/patient perspective in all work.
•    Develop partnerships with top MBA and BA schools for internships and fellowships to create a strong pipeline of talent.
•    Champion a culture of experience obsession—democratizing human-centered design methods and tools so that business and frontline teams can apply them consistently across the enterprise.
 

Operations & Governance
•    Oversee Customer Experience (CX) business unit pods, quality standards, and operational seams.
•    Maintain disciplined 2×2 prioritization (time to value) for all experience work and enforce work-in-progress caps to prevent overload.
•    Ensure experience improvements are tied to measured results and business outcomes.
 

Key Requirements:
•    10+ years related work experience in customer experience, service design, or related strategic advisory roles.
•    Demonstrated success leading enterprise-wide experience or transformation initiatives across multiple business lines.
•    Proven expertise in journey mapping, service design, and customer-centric methodologies.
•    Strong track record of translating experience improvements into measurable business results and ROI.
•    Experience building and scaling high-performing teams in complex, matrixed environments.
•    Excellent communication skills with ability to influence stakeholders at all levels.
•    5+ years direct supervisory/management experience
•    Related Bachelor's degree or additional related equivalent work experience
 

Preferred:
•    Certification in design thinking, service design, or related disciplines.
•    Experience with agile and lean methodologies.
•    Familiarity with CX technology platforms and analytics tools.
•    Prior experience managing cross-functional pods or business units.
•    Track record of building reusable capability hubs or centers of excellence.
•    Experience with healthcare, insurance, or banking administration. 
 

General 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. 

Physical/Environmental Activities
Must be able to travel to multiple locations for work (i.e. travel to attend meetings, events, conferences). Occasionally

What We Offer: 
As a Florida Blue employee, you will be at the heart of GuideWell’s vision – to lead the nation in transforming health through compassionate, connected, and technology-enabled care that delivers personalized value and empowered living.

To support your wellbeing, comprehensive benefits are offered. As an employee, you will have access to: 

•    Medical, dental, vision, life and global travel health insurance;
•    Income protection benefits: life insurance, short- and long-term disability programs;
•    Leave programs to support personal circumstances;
•    Retirement Savings Plan including employer match;
•    Paid time off, volunteer time off, 10 holidays and 2 well-being days;
•    Additional voluntary benefits available; and
•    A comprehensive wellness program

Employee 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.

Annualized Salary Range: $180,000 - $292,500

Typical Annualized Hiring Range: $180,000 - $236,250

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.