VP, Consumer Experience Strategy and Insights

The Vice President, Consumer Experience Strategy & Insights serves as the senior executive accountable for the development and execution of the national consumer experience strategies that address market and consumer expectations and ensure a seamless, consistent member experience across the Kaiser Permanente program in partnership with the Chief Consumer and Patient Experience Officer. Responsible for directing strategic, organization-wide Consumer Experience program to drive exceptional business value for KP; overseeing and guiding evolving strategic priorities and providing strategic planning and actionable insights within and across programs to drive and ensure alignment and performance across the organization. In partnership with national health plan and care delivery, drives, supports and oversees the development of a national Consumer Experience data analytics and insights “hub” to provide consistent data reporting and measurement and actionable intelligence and insights program-wide. Provides leadership and direction in the development of the annual strategic planning process for National Consumer Experience, mid-year and year/end budget review. Drives and facilitates the development and implementation of National Consumer experience business strategy that ensures long-term viability of all regions/markets. Leads a performance improvement team to be distributed across the organization to address key opportunities and/or advance progress on key strategic initiatives. Reports quarterly on Consumer Experience Strategy and performance against key metrics to Board of Directors, NET/RP, CEOx and other leadership forums. Partner with regional/national leaders in support of growth planning and market optimizations.

• The Vice President, Consumer Experience Strategy & Insights will lead the strategic planning, development, and execution of initiatives designed to enhance consumer engagement and satisfaction across all markets and national functions. This role is pivotal in fostering partnerships and nurturing a culture of collaboration, ensuring alignment with national functions and markets to drive cohesive and innovative consumer experiences. The Vice President will champion rapid process improvement, leveraging data-driven insights to optimize operations and streamline workflows.


• Provides direct oversight of strategic development and execution, performance improvement, and data analytics and insights to ensure that the organization remains responsive to evolving customer needs, leading to membership retention and growth.


• Directs activities to ensure development, execution and refinement of the National Consumer Experience Strategy team providing insight on emerging trends in the healthcare industry, the marketplace, around technologies, public policy, and organizational design. 


• Improves member satisfaction through in-depth collection of data and comprehensive analytics; prioritizes opportunities to reduce complaints and grievances, social media, real time patient feedback and care experience patient satisfaction surveys; solve service gaps and improve services by reducing member friction points.


• Lead the coordination of the annual strategic plan review with primary accountability for completion, engages leaders throughout the organization around “line of sight” activities, initiatives, goals, KPIs, and targets to successfully execute Consumer Experience plans.


• Drives and facilitates strategic business planning discussions and approval process with leadership from all levels in KFH/HP and PMGs.


• Spearhead the delivery of National Consumer Experience programs or components with multiple workstreams and strategic business goals across functions, or regions with responsibility and accountability for achieving program outcomes from initiation to close-out in an extended or open-ended time frame. 


• Empowers teams to manage the program financials of large, high profile, dynamic program initiatives and ensures they are managed within budget allocations, including development of strategic and operational business cases. 


• 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. 


• Overseeing the development and progression of key operational relationships with The Permanente Medical Group (TPMG) and KP Operations for the achievement of the highest Consumer Experience. 


• Define and execute overall program end-state strategic vision and program roadmap; Determine objectives and set priorities and define metrics for overall program; Facilitate and drive decisions regarding strategy and priorities required to accomplish the scope of the projects and programs. Reviews program performance and makes changes as appropriate.


• Creates processes and procedures for the development and execution of organizational change management (e.g., user adoption, implementation, and training plans); Promotes, refines, and oversees adherence to established processes and policies (e.g., domain standards, Kaiser standards); Oversees projects and programs team members and holds team members accountable for results; Leverages expertise to create a clear vision of overall project goals and objectives. Provides leadership and direction in the resolution of highly strategic and sensitive issues, for projects of national and/or cross-functional scope, involving multiple stakeholders.


• Partners with financial planning and analysis to model benefits/value realization for priority initiatives, including mapping CX plans to business outcomes ROI.


• People Leadership: Ensures efficient, ongoing operations of direct responsibilities through an effective organizational structure, and the selection, development, appraisal, motivation and retention of competent personnel.


• Establishes vision and strategies aimed towards a high performing and best place to work environment.


• Designs and executes leadership development strategies in conjunction with Organizational Effectiveness that enables a high performing management culture


• Exemplifies, promotes and supports development of work group empowerment, improved communications, individual initiative, creativity, and environment characterized by a strong ethic of trust, cooperation and personal commitment and respect of the individual.

This position has a target base salary of $283,500 to $355,000 and is eligible for incentive compensation, an executive allowance, comprehensive health, wellness, time off, savings, and retirement benefits, as well as relocation support, as applicable.

Qualifications:

• Minimum twelve (12) years of progressively responsible experience in a large-scale health plan and / or care delivery system or consumer-focused organization.


• Minimum ten (10) years supervisory experience with direct reports.


• Minimum ten (10) years of experience leadership or management experience in one or more of the following areas: health plan operations, corporate strategy, consumer or patient experience, member or care experience.

• Bachelor’s degree in Health Administration, Business, Finance, Economics, Public Health, Architecture / Design, Marketing or related field.

• N/A

• Analytic Skills


• Highly analytical and able to evaluate complex data scenarios and develop business action plans and strategies.


• Ability to communicate complex quantitative analysis in a clear, precise, and actionable manner.


• Demonstrated ability to analyze and define business problems, provide predictive analysis, and identify appropriate business insights and solutions.


• Experience leading the development of analytic strategy in health care settings and translating that strategy into business operations or management.


• Strategy Competencies


• Lead strategy and facilitate across the various entities with which this position will partner.


• Demonstrated ability in integrating numerous complex projects, integrating multiple strategic and operational models, assessing outcomes/gaps, and managing resources to meet project timelines.


• Demonstrated strategic and program planning skills; demonstrated experience with both strategy and operational transformation


• Proven ability to balance execution of the strategic vision through leadership and delegation, with a willingness and competence to dive into the details as required Leadership Competencies


• Communication skills characteristic of an executive who excels in communicating in a variety of formal and informal presentation settings, large and small, both inside and outside the organization, and issuing cogent and consistent written messages that build confidence and achieve desired outcomes.


• Demonstrates integrity, collaboration, confidentiality, and sound business judgment.


• A positive and optimistic leadership style that is maintained despite tight deadlines and competing priorities.


• Demonstrated ability to 1) effectively work in an ambiguous environment, 2) effectively work in a cross-team environment and 3) succeed in a complex and dynamic work environment.


• Decisiveness, action-orientation, personal integrity, capability to persevere in difficult situations and a focus on strategic leadership issues highly desired. Incumbent should also possess an open, collaborative leadership style that promotes teamwork and partnership while achieving desired results


• Must be able to work in a Labor/Management Partnership environment.


• Demonstrated dedication to diversity and inclusion.


• Experience in highly regulated industries such as health care, financial services, or technology. Management Skills


• Demonstrated executive leadership skills in a matrix management environment that includes influencing, collaboration, candor, and openness with a focus on execution and results.


• Demonstrated executive level skills in managing leaders and staff, including staff development, coaching/mentoring, performance reviews, financial performance, and administration of human resources policies.


• Demonstrated skills in team building and organizational development


• Demonstrated executive level skills in managing leaders and staff, including staff development, and coaching/mentoring. Stakeholder Engagement


• To be successful in this role, it is mandatory to have a leader with strong business acumen, knowledge of healthcare industry, health plan operations and understanding of the Kaiser Permanente environment. This leader must form and manage exceptional collaborative relationships with Kaiser Permanente executive leadership, national functions, and market business leaders across both Health Plan and Care Delivery functions including PMG.


• Demonstrated ability to lead innovation and change, leading broad-scale change management and human centered design efforts, project work involving various partners including Medical Group and/or Labor partners.


• Demonstrated success in leading significant organizational change and exercising senior leadership decision making.


• Excellent interpersonal skills (negotiation, listening and communication skills) characterized by effective interactions with a diverse range of internal and external constituents, stakeholders and audiences.


• Demonstrated political savvy - Able to operate in politically complex situations and remain effect

• Minimum eight (8) years overseeing strategic planning processes or development.


• Experience in data analysis and insights.


• Master’s degree highly preferred.

Salary : $283,500 - $355,000