Consumer Experience Readiness Lead

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The Consumer Experience Readiness Lead is responsible for overseeing the strategic planning, execution, and delivery of readiness activities across enterprise initiatives, including implementations, modernizations, decommissions, service response efforts, operational transformations, and large-scale change programs.

This role ensures organizational readiness across people, processes, products, technology, and operational workflows to support successful adoption and business outcomes. The incumbent will partner with business, technology, operations, clinical, and enterprise stakeholders to develop and execute readiness strategies, identify and mitigate risks, and drive continuous improvement throughout the change lifecycle.

The ideal candidate brings a strong understanding of healthcare operations, including experience within payer and/or clinical environments, and has demonstrated success leading complex cross-functional initiatives in highly regulated and rapidly evolving environments.

The Consumer Experience Readiness Lead will be responsible for leading cross-functional and cross-organizational readiness efforts supporting enterprise initiatives and transformational programs. This includes implementations, operational changes, technology deployments, modernization efforts, decommissions, service response initiatives, and continuous improvement programs.

The incumbent will

Develop and execute enterprise readiness strategies that prepare teams, processes, and operational capabilities for change.

Partner with business, technology, operational, clinical, training, communications, and leadership teams to ensure successful implementation and adoption of solutions.

Assess organizational impacts and readiness risks across people, processes, products, technology, and customer experience.

Establish readiness plans, success metrics, governance processes, and operational transition activities.

Lead pre-implementation, implementation, stabilization, and post-implementation activities to ensure desired business outcomes are realized.

Facilitate issue resolution, risk mitigation, decision-making, and continuous improvement throughout the change lifecycle.

Support operational recovery and service response efforts when significant business or technology disruptions occur.

Drive standardization and maturity of readiness practices across enterprise programs and initiatives.

The Consumer Experience Readiness Lead exercises independent judgment and decision-making on highly complex issues and serves as a trusted advisor to business and operational leaders regarding readiness strategy, implementation planning, and organizational adoption.

Required Qualifications

8+ years of operational readiness, change management, implementation, program management, or transformation experience.

Experience leading large-scale cross-functional initiatives in healthcare, insurance, clinical operations, or related industries.

Demonstrated experience assessing organizational impacts across people, processes, technology, and operational workflows.

Strong program and project leadership experience with the ability to influence across all organizational levels.

Experience developing readiness plans, governance processes, risk mitigation strategies, and implementation roadmaps.

Experience with Agile and/or Waterfall delivery methodologies.

Strong analytical, problem-solving, and continuous improvement skills.

Excellent written, verbal, facilitation, and executive communication skills.