Director of Consumer Experience, Investment Strategy

The National Consumer and Patient Experience team is seeking a strategic leader to serve as Director of Consumer Experience Investment Strategy. This role helps drive and coordinate enterprise-wide initiatives and investment modeling that deliver measurable business value for Kaiser Permanente. With a strong financial background, the Director will evaluate ROI, guide strategic priorities, and partner with Sr. Director, CX Intelligence and Insights to deliver insights that align consumer experience investments with organizational performance. This is a unique opportunity to define how experience creates value in KP’s integrated care and coverage model.

• Prepares individuals for growth opportunities and advancement; builds internal collaborative networks for self and others. Solicits and acts on performance feedback; drives collaboration to set goals and provide open feedback and coaching to foster performance improvement. Demonstrates continuous learning; oversees the recruitment, selection, and development of talent; ensures performance management guidelines and expectations to achieve business needs. Stays up to date with organizational best practices, processes, benchmarks, and industry trends; shares best practices within and across teams. Motivates and empowers teams; maintains a highly skilled and engaged workforce by aligning resource plans with business objectives. Provides guidance when difficult decisions need to be made; creates opportunities for expanded scope of decision making and impact.


• Oversees the operation of multiple units within a department by identifying member and operational needs; ensures the management of work assignment completion; translates business strategy into actionable business requirements; ensures products and/or services meet member requirements and expectations while aligning with organizational strategies. Gains cross-functional support for business plans and priorities; assumes responsibility for decision making; sets standards, measures progress, and fosters resolution of escalated issues. Communicates goals and objectives; analyzes resources, costs, and forecasts and incorporates them into business plans; prioritizes and distributes resources. Removes obstacles that impact performance; guides performance and develops contingency plans accordingly; ensures teams accomplish business objectives.


• Analyzes and interprets market data by: shaping the data collection approach and analysis of highly complex or critical research questions and test hypotheses; championing highly complex or critical quantitative and qualitative analyses and investigating alternative hypotheses; and utilizing key findings, conclusions, and recommendations for the future to amend or confirm overall strategic business plans.


• Facilitates process improvement efforts by: shaping year over year process improvement to achieve return on investment (ROI), operations, operations, service quality, and results goals aligned with business strategy; utilizing expert knowledge of business operations to innovate best practices across the organization; and overseeing the adoption of best practices and future innovations across teams.


• Effectively manages projects and programs by: owning the successful execution of program management deliverables including project objectives, key stakeholders, milestones, projecting required resources and providing deep technical leadership across programs; monitoring progress toward key goals and deliverables and resolving barriers across teams in alignment with greater business strategy; championing use of new methodologies to ensure teams project completion, and progress toward greater organizational goals; and shaping project outcomes, goal success, and facilitating organizational learning.


• Proactively maintains open streams of communication by: navigating the leadership landscape with political sensitivity to build and establish strategic relationships with key stakeholders and act as a champion for their diverse and complex needs; coaching and leading others to resolve highly complex or critical issues or risks to strategic program implementation; serving as an expert strategic partner to senior leadership to shape the development and refinement of key priorities and strategy; and driving the conversation around complex strategic issues and recommendations with senior leadership, using compelling communication and political sensitivity.


• Contributes to the development and execution of business strategy by: directing team to develop and implement state-of-the-art strategic proposals for company-wide initiatives based on business case, expert knowledge of health care marketplace, and business acumen; leading complex problem scoping across the organization, and providing expert consultation on the processes and resources needed; shaping the application of alternative strategic options, and making business critical recommendations based on complex problem scoping, external marketplace research, and analysis of organizational and external strategic approaches; shaping challenging business goals across the organization, and providing expert consultation on processes and resources needed to accomplish them; championing teams organizational alignment around the strategic plan and intended outcomes, and finding opportunities for collaboration and synergy with other teams; directing the team to develop and implement state-of-the-art strategies to mitigate highly complex or critical barriers, constraints, and risks to execution; and directing the team to assess and adjust strategic direction in response to a changing environment.