Executive Director, Workforce Experience and Omnichannel

The Workforce Experiences and Omnichannel Innovation leader is responsible for designing and implementing use cases for Employee facing services that improve user productivity and satisfaction while reducing/eliminating contact center call volume. This leader will accomplish this through a strategy and execution plan that modernizes how employees get supported through the application of emerging AI/LLM capabilities and integrated channel solutions (chat, voice, virtual assistant, etc).  The leader is responsible for working across the organization to drive customer-centric design thinking, implement employee journeys and establish a future business and IT operating model to support the new solution landscape. In partnership with KP IT, HR and other functional colleagues, this leader will be responsible for developing and implementing digital competencies and capabilities. The leader has financial accountability and will be responsible for increasing direct employee satisfaction while optimizing costs.

• This position is responsible for designing the workforce digital experience strategy and user adoption for employee-facing processes and services that are used by the 230,000 active employees, contractors as well as 350,000 retirees and their families across all of the markets where KP does business. 


• Serve as a program-wide consultant and content expert on digital user experience relating to employee and manager’s experience with processes and services. Provides guidance and support to internal and external partners, and plans for implementation of strategic plans. 


• Drive productivity in alignment with Kaiser’s overall mission and values and capitalize on recent technology advances.


• Responsible to understand business stakeholders perspectives and the end-users needs. Bridge both the business and technical areas of KP, and to fully understand the different processes employed, is critical to the success of the employee experience. Develops strategies to problems of unusual complexity, which require a high degree of ingenuity and innovation, and which may have significant political implications and may require a high level of sensitivity, using independent judgment to accomplish objectives. Must stay up-to-date with industry trends and emerging technologies to identify opportunities for innovation and improvement.


• Responsible for working across HR, IT (among other employee-facing service organizations) and other corporate functions to champion customer-centric design thinking used to test and implement solutions that improve the workforce experience and support Kaiser Permanente as an industry leader in emerging digital capabilities. Collaborates with HR, IT, and other relevant departments to create and deliver seamless, user-friendly digital first employee journeys leveraging key personas and hyper-personalization via advanced employee profile capabilities. Implement and maintain a data-driven approach to measure and analyze the impact of experience and channel optimization initiatives on employee satisfaction, productivity, and retention.


• The leader oversees the creation and application of employee journeys & personas to delivery high value use cases including but not limited to onboarding, offboarding, career advancement, employee movement & life events, and day-to-day common support needs and inquiries ensuring a smooth and engaging experience.  Through a combination of influence and standards, they define the digital user experience that will produce optimal results. Ensures that Employee Facing web and digital channel presence meets its strategic objectives by providing a user-centered experience, based on industry and emerging best practices. Oversee all UX efforts related to Employee Facing web presence, and inform strategic business decisions and other enterprise-wide initiatives.


• Responsible to define and implement a new strategy and operating model for content & knowledge management to improve efficiency, support LLM ingestion, allow for federated use and ultimately increase findability and relevance for employees. This involves synthesizing large amounts of data and information into understandable and operationally relevant summaries and communicating with KP senior leadership about recommendations and implications.


• Lead the strategy, implementation, and optimization of an integrated omni channel environment, including but not limited to employee self-service portals (HRconnect, MyKP, others), knowledge & content management, mobile apps, marketing campaigns (marketo), virtual assistant (Avaamo), social collaboration platforms (e.g. Teams, Vivia Engage), call center platform (Cisco, Salesforce, etc) and the handoffs to/from to live agent support when required.


• Establish an effective “hub and spoke” governance model that ensures enterprise objectives, standards and efficiency are achieved while allowing for speed and flexibility in the markets/functions where appropriate. 


• Responsible to ensure compliance with data protection regulations and security standards.


• Provides oversight on client perspective of digital operations and makes recommendations to operational issues. Represents employee and manager point of view and provides direction to the development team for implementation and testing of all new functions and features. 


• Support the incubation of ideas, champion solutions, broad use of technologies, develop proof of concepts, and pilots that establish most client-centric solutions for sustainable implementation and user experience.


• Provide leadership, overall direction and sets the vision, mission strategic direction and goals for a team of professionals, including digital & employee experience specialists, UX/UI designers, content/knowledge publishers, and IT professionals, to execute the strategy. Identify desired digital traits and behaviors and capability requirements and provides on-going coaching, enabling team members to develop and improve skills and capabilities that support the effectiveness of the department/function.


• Develop and manage the annual operating plan/budget, action plans and projects to help support and achieve the employee experience and overall business strategy. This includes oversight of vendors and contracts which have a direct impact on the budget.

This position has a target base salary of $234,000 to $292,500 and is eligible for incentive compensation, comprehensive health, wellness, time off, savings, and retirement benefits, as well as relocation support, as applicable.