Senior Director, Consumer Experience

This consumer experience leader reports to the Kaiser Permanente Washington Vice President of Consumer Experience, Marketing, Communications and Community Health, and leads implementation of the Enterprise Consumer Experience strategy in Washington. This position is accountable for the development and execution of experience initiatives within the market that make it easy and intuitive for consumers to get the care and service they need every time. Accountable for driving improved consumer experience metrics via targeted line of business improvements, this position requires collaboration with a variety of operations and care team stakeholders to ensure a seamless member experience between health plan and delivery functions. Supports efficient and effective medical office (ambulatory) operations, partners to ensure resolution of member concerns, and supports quality and regulatory compliance. Supports implementation of omnichannel experience strategies with consideration of care experience, digital experience, customer service, and each touch point with the Kaiser Permanente care and coverage journey.

Oversees the delivery of large-scale programs or components with multiple workstreams and strategic business goals across departments, functions, or regions with responsibility and accountability for achieving program outcomes from initiation to close-out in an extended or open-ended time frame. Oversees programs team, holding the team and team members accountable for results, and guides the decisions of others regarding internal and/or external resource requests. Proactively monitors, identifies, and mitigates risks, issues, and trigger events within and across multiple interdependent programs by leveraging expertise and implementing changes. Oversees compliance of program activities by ensuring program plans and team members adhere to relevant policies and procedures. Oversees the alignment, buy-in, engagement and support of diverse program stakeholders. Champions the standards for vendor performance, provides direction for service improvements, and directs partnerships and contract negotiations with vendors.

• Builds organizational capacity and prepares high potentials for growth opportunities and advancement; builds collaborative networks inside and outside the organization for self and others. Provides framework for soliciting and acting on performance feedback; drives collaboration to set goals and provide open feedback and coaching to foster performance improvement. Models and drives continuous learning and oversees the recruitment, selection, and development of talent; stays current with industry trends, benchmarks, and best practices; ensures performance management guidelines and expectations to achieve business needs. Acts as a thought leader on industry trends, benchmarks, and best practices; shares best practices within and across teams to drive improvement. Motivates and empowers teams; maintains a highly skilled and engaged workforce by aligning cross-functional resource plans with business objectives. Provides guidance when difficult decisions need to be made; creates opportunities for expanded scope of decision making and impact across teams.
• Oversees the operation of multiple units and/or departments by identifying member and operational needs; ensures the management of work assignment allocation and completion; translates business strategy into actionable business requirements; ensures products and / or services meet member requirements and expectations while aligning with organizational strategies. Engages strategic, cross-functional business units to champion and drive support for business plans and priorities; assumes responsibility for decision making; sets standards, measures progress, and ensures resolution of escalated issues. Sets and communicates goals and objectives; analyzes resources, costs, and forecasts and incorporates them into business plans; obtains and distributes resources. Anticipates and removes obstacles that impact performance; addresses performance gaps and implements contingency plans accordingly; ensures teams accomplish business objectives; serves as a subject-matter expert and trusted source to executive leadership; provides influence and consultation in the development of the larger organizational or business strategy.
• Oversees the delivery of large-scale programs or components with multiple workstreams and strategic business goals across departments, functions, or regions with responsibility and accountability for achieving program outcomes from initiation to close-out in an extended or open ended time frame. Leverages expertise to review and modify program plans and determines program demands for the most complex program initiatives in order to identify and manage scope, and supply appropriate staffing to complete program plans within scope, budget and schedule. Empowers teams to manage the program financials of large, high profile, dynamic program initiatives and ensures they are managed within budget allocations. Reviews performance across a diverse portfolio of programs to ensure programs effectively deliver maximum long term value or benefit to the organization, and makes adjustments as needed in an uncertain environment where scope may be fluid. Defines strategy, processes, and procedures for the development and execution of organizational change management (e.g., user adoption, implementation, and training plans). Establishes and empowers proper program management practices in regard to allocation of resources, schedules and task assignments. This role may perform project management duties in addition to program management responsibilities.
• Oversees programs team and holds team and team members accountable for results. Guides the decisions of others in reference to internal and/or external resource requests based on the alignment of team member skills and program demands. Leverages expertise to empower others to develop and communicate a clear vision of overall program goals and objectives. Delivers performance feedback to teams.
• Proactively monitors, identifies, and mitigates program risks, issues, and trigger events across multiple interdependent programs by leveraging expertise and implementing significant changes to program processes based on the analyses and identification of trigger events.
• Oversees adherence of program activities to policies and procedures by ensuring program plans and team members follow KP, departmental, and/or business line policies and procedures.
• Oversees the alignment, buy-in, engagement and support of diverse programs stakeholders to guide long-term development and growth by building and maintaining relationships as well as communicating appropriately with internal customers, third party vendors, executive management, and business leaders; and clarifying accountability and authority across stakeholders. Builds close relationships with key stakeholders across multiple functions based on their level of influence and decision making and guides teams in identifying the right stakeholders for their programs. Oversees programs goals, influences the prioritization of deliverables, coordinates all business processes (e.g. project change management, communication) and facilitates decisions necessary for programs delivery by partnering with programs sponsors and/or review boards. Communicates tough issues to stakeholders while maintaining an independent opinion, providing recommendations, delivering formal presentations, and providing reports to executive audiences. Engages with executive stakeholders to identify long term value to the organization and define success.
• Champions the standards for vendor performance and provides direction for service improvements or revisions to strategy. Partners with Procurement and/or Legal to develop service level and/or scope of work agreements as appropriate. Directs partnerships and contract negotiations with vendors.