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Director Customer Experience

Posted: 09/12/2022

Position Title: Director, Customer Experience
Open Positions: 1
Posted Date: September 12, 2022
Location: Lee’s Summit, MO (310 Building)
Department: Customer Experience
Supervisor: Alexis Rolloff
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Summary Customer Experience (CX) is a key strategic priority for GEHA as an expression of our brand promise. As part of executing this strategy, a Customer Experience Center of Excellence (CXCOE) is dedicated to understanding and improving the GEHA customer experience. This team facilitates GEHA’s ongoing effort of continuously evolving as a customer-focused organization, keeping the customer at the center of strategic decisions, and fostering customer experience leading practices throughout the organization. The Director - CX will lead a team of CX experts to accelerate GEHA’s CX strategy, programs, and solutions with our member in mind. This leadership role is for an innovative thinker who is passionate about translating data including demographic, market research, and behavioral into actionable solutions with member impact. They are someone who enjoys the challenge of championing a member-centric, innovative culture within GEHA.
Duties • In partnership with the Chief Innovation and Strategy Officer, will develop and deploy GEHA’s customer experience strategy and programs. • Bring the voice of the customer to audiences at all levels within GEHA, maturing core CX assets and capabilities (including CX principles, customer data measures/analytics, CX tool oversight, experience design and rapid prototyping) which the CX COE serves as custodian of. • Promote application of CX best practices and appropriate Voice of the Customer technology and concept testing platforms. • Isolate and prioritize opportunities to improve member experience, engaging in a collaborative manner across the enterprise action to bring transparency to our performance across the member journey/touchpoints and ability to deliver our brand promise. • Lead a team of CX experts to develop a scalable model for engaging business partners in isolating pain points and rapidly designing actionable solutions with consumer impact, leveraging core CX assets and capabilities. • Partner and collaborate with our marketing, product, digital, clinical, customer care and data analytics teams to analyze membership demographics and healthcare utilization data to develop needs-based member segmentation that results in membership growth and retention. • Lead special strategic projects as assigned to accelerate customer understanding, solution design, and rapid prototyping to generate new insights and rapid impact.
Education Requirements
Government Employees Health Association, Inc.
Bachelor's Degree in business, healthcare or related field or combination of post high school education and related experience.
Experience Requirements • 10+ years of related CX experience with 5+ years of which have been in a people leadership role. • Experience applying statistical analysis and data visualization to generate actionable insights and opportunities to optimize the member experience. • Expertise in design thinking, lean startup, and agile. • Strong communication and presentation skills with the ability to craft powerful PowerPoint presentations that are visually pleasing and tell a cohesive story based on strategy, insights, and data. • Proven leadership skills (both team building and the ability to lead cross-functional teams) • Ability to lead an integrated measurement project, working with both internal and external stakeholders. • Experience with Voice of the Customer technology and testing platforms (Qualtrics, Medallia, Feedback Loop, User Testing etc.)
Preferred • Master’s degree in business, healthcare, or another related field • Healthcare payer industry experience • IT, digital, or marketing experience • Human Centered Design experience
GEHA is an Equal Opportunity Employer, which means we will not discriminate against any individual based on sex, race, color, national origin, disability, religion, age, military status, genetic information, veteran status, pregnancy, marital status, gender identity, and sexual orientation, as well as all other characteristics and qualities protected by federal, state, or local law. We celebrate diversity and are committed to creating an inclusive environment for all employees.
An Executive Order was released stating that federal contractors must require COVID-19 vaccinations for all US employees. As a company that works on federal contracts, we have a legal requirement to comply with the executive order, if it is enforced.

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