Responsibilities

• Lead Customer Experience Performance: Set the direction for customer experience and conversion excellence across priority consumer journeys, connecting experience improvements to measurable consumer and business outcomes.
• Turn Journeys into Action: Ensure journey design moves beyond mapping and identification of opportunities into prioritized actions, experiments and implemented experience improvements.
• Build a Continuous Optimization Discipline: Establish a practical test-and-learn approach across priority journeys, creating a steady pipeline of opportunities to improve activation, conversion, engagement and retention.
• Connect Funnel Performance to Experience Improvement: Use funnel performance and conversion insights to identify where consumers are experiencing the greatest friction and focus journey design and behavioral science capabilities on the highest-value opportunities.
• Apply Behavioral Science to Real Problems: Lead the application of behavioral science to specific consumer challenges, developing and testing interventions that improve how consumers navigate decisions, experiences and interactions.
• Work Side by Side with Execution Teams: Partner directly with brand, NovoCare, CRM, digital, access, analytics and other teams to diagnose problems, develop solutions and move improvements into execution. Build influence through expertise, evidence and collaboration rather than relying primarily on top-down mandates.
• Build Internal Capability: Develop a team that is confident doing the work itself, including problem diagnosis, journey analysis, intervention development and experimentation. Use external partners selectively where they provide differentiated expertise or capacity rather than as the default way of delivering the work.
• Remove Friction to Execution: Identify organizational, process and experience barriers that slow consumer improvements and work collaboratively with accountable teams to resolve them and create momentum.
• Measure, Learn and Scale: Establish clear success measures for priority experience improvements, assess what is and is not working, and translate learnings into changes that can be scaled across brands, channels and journeys.
• Lead and Develop the Team: Build, coach and lead a high-performing team across journey design, behavioral science and funnel performance, creating a culture of curiosity, accountability, collaboration, experimentation and hands-on problem solving.

Requirements

• Bachelor’s degree in Business, Marketing, Design, Analytics or a related field, master’s degree preferred.

Preferred

• Master’s degree preferred.

Benefits

• Employees are also eligible to participate in Company employee benefit programs including medical, dental and vision coverage; life insurance; disability insurance; 401(k) savings plan; flexible spending accounts; employee assistance program; tuition reimbursement program; and voluntary benefits such as group legal, critical illness, identity theft protection, pet insurance and auto/home insurance. The Company also offers time off pursuant to its sick time policy, flex-able vacation policy, and parental leave policy.