Vice President, Customer Experience & Strategy

Location: Remote - (United States) Posted: January 20, 2026 Job Type: Full Time Req# 2026-5431 Customer Service Position Summary The Vice President of Customer Experience and Strategy owns the design and evolution of Empower's end-to-end customer experience across patient-direct and institutional segments. This role translates customer insight into intentionally designed journeys, clear service offerings, and disciplined operating practices that drive loyalty, outcomes, and enterprise value. The VP partners across Product, Operations, Sales, Support, Quality, and Technology to ensure experience design is executed consistently at scale. Leveraging data, automation, and artificial intelligence, this leader builds closed-loop insight-to-action systems that improve decision-making, accelerate improvement, and reduce friction across the customer lifecycle. Accountable for governance, adoption, and measurable impact, the role ensures experience quality, reliability, and clarity scale alongside Empower's growth. Duties and Responsibilities Experience Strategy, Journeys, and Offers Lead end-to-end journey architecture across customer segments, identifying moments of truth, defining experience KPIs, and prioritizing improvements supported by data and business cases. Design tiered service offerings and success models aligned to outcomes, service levels, and economics, validating adoption and value through experimentation and analytics. Partner with Sales, Product, Support, and Operations to ensure journeys and offers are clearly understood, implemented, and measured across the organization. Voice of the Customer and Insight-to-Action Establish and govern a closed-loop Voice of the Customer system using surveys, interviews, behavioral analytics, and AI-driven insights to surface opportunities and risks. Translate insight into prioritized initiatives with clear owners, timelines, and success metrics, tracking delivery and post-launch performance. Use dashboards and regular operating forums to guide decisions, allocate resources, and continuously refine experience strategy. Experience Governance and Adoption Build and operate an experience governance model, including standards, quality gates, and readiness checks, to ensure fidelity between design intent and execution. Create enablement, training, and communication plans that drive adoption of new journeys and offers across teams. Monitor execution quality and prevent backsliding by reinforcing standards and accountability at scale. Use of Artificial Intelligence and Analytics Apply AI and advanced analytics to identify friction, predict experience risk, and prioritize improvement opportunities across the customer lifecycle. Integrate predictive insights into decision-making cadences to improve speed, consistency, and effectiveness of actions. Ensure responsible, interpretable use of AI that supports trust, regulatory confidence, and long-term scalability. Leadership and Cross-Functional Collaboration Build, develop, and retain a high-performing customer experience organization with strong judgment and execution discipline. Partner closely with executive and functional leaders to align experience strategy with enterprise priorities. Model customer-centric, data-driven decision-making and reinforce accountability for outcomes. Knowledge and Skills Deep expertise in customer experience strategy, journey design, and service model development, applying structured methods and analytics to drive measurable outcomes at scale. Proven ability to translate customer insight into action using data platforms, dashboards, and AI-enabled analytics within complex, cross-functional environments. Strong understanding of experience governance, change adoption, and operating rhythms in high-growth or regulated settings. Executive-level communication and collaboration skills, with the ability to align diverse stakeholders around shared priorities and outcomes. Key Competencies Customer Focus: Ability to build strong customer relationships and deliver customer centric solutions. Optimizes Work Processes: Know the most effective and efficient processes to get things done, with a focus on continuous improvement. Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives. Resourcefulness: Secures and deploys resources effectively and efficiently. Manages Complexity: Makes sense of complex, high quality, and sometimes contradictory information to effectively solve problems. Ensures Accountability: Holds self and others accountable to meet commitments and objectives. Situational Adaptability: Adapts approach and demeanor in real time to match shifting demands of different situations. Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. Values People: Our people define who we are as a company .