VP OF Customer Experience

VP, Member, Care Delivery & Quality CommunicationsThe Vice President, Member, Care Delivery & Quality Communications serves as the enterprise leader responsible for member communications, care delivery communications, quality communications, online reputation management, health observances, and patient-facing communication strategies across Kaiser Permanente. Reporting directly to the Chief Public Affairs Officer and serving as a member of the Public Affairs leadership team, this executive is responsible for ensuring members receive clear, timely, coordinated, and trusted communications throughout their experience with Kaiser Permanente. The role leads communication strategies that strengthen member trust, support care delivery priorities, improve member understanding, reinforce quality outcomes, and advance Kaiser Permanentes integrated care and coverage model.The Vice President serves as the enterprise center of excellence for member and care delivery communications, providing strategy, governance, standards, tools, and expertise that enable consistent execution across Kaiser Permanente markets. This leader is responsible for modernizing Kaiser Permanentes member and care delivery communications capabilities through stronger governance, clearer decision rights, improved channel strategy, scalable communications resources, enterprise standards, and coordinated execution across markets. The Vice President serves as the primary communications partner to care delivery leadership and is responsible for developing communication strategies that support members during periods of change, operational challenges, service disruptions, care delivery enhancements, quality initiatives, facility openings, and other experiences that directly impact member trust and satisfaction.The Vice President oversees member communications, care delivery communications, quality communications, online reputation management, member-facing content strategy, service recovery communications, call center messaging, health observance campaigns, patient-facing materials, and communication support for operational initiatives affecting members. The Vice President also provides leadership and strategic direction for Medical Foundation Communications teams and care delivery communications functions supporting Kaiser Permanentes Colorado, Washington markets, ensuring alignment across member communications, clinical communications, quality communications, care delivery operations, and enterprise priorities. This leader serves as a key communications partner to Permanente Medical Group and care delivery leaders, helping translate clinical, operational, and quality priorities into effective member, patient, physician, and workforce communications strategies while sharing best practices and communications approaches across markets.Working closely with Care Delivery, Quality, Customer Experience, Marketing, Community Health, Permanente Medical Groups, Operations, Legal, Regulatory Affairs, Digital, and Market Public Affairs leaders, the Vice President ensures members receive a consistent communications experience regardless of channel, location, or point of interaction. Success in this role requires a combination of communications expertise, healthcare operations knowledge, governance discipline, member experience orientation, and strong partnership skills across a highly matrixed organization.Essential Responsibilities:Member, Care Delivery & Quality Communications StrategyDevelop and lead Kaiser Permanentes enterprise member, care delivery, and quality communications strategy.Ensure communications support organizational priorities, care delivery objectives, quality goals, member experience priorities, reputation strategies, and business objectives.Establish enterprise standards, governance, messaging frameworks, and best practices for member-facing communications.Serve as the enterprise expert on member communications, care delivery communications, quality communications, and member trust strategies.Build enterprise capabilities that strengthen communication effectiveness across the member journey.Care Delivery & Operational CommunicationsServe as the primary communications partner to care delivery leadership and operational teams on member-facing communications strategies and materials.Develop communication strategies supporting operational initiatives, service changes, facility openings, care delivery enhancements, quality initiatives, and member experience improvements.Advise care delivery leaders on communication approaches related to operational challenges, service disruptions, access issues, care delivery changes, and other member-facing concerns.Lead communications planning for initiatives such as hospital openings, medical office building openings, urgent care expansions, service changes, care delivery transformations, and operational improvements.Develop member communications approaches that support operational goals while protecting member trust and organizational reputation.Lead communications planning and execution for member-facing aspects of operational incidents, service interruptions, emergency response situations, and crisis events.Medical Foundation & Care Delivery CommunicationsProvide executive leadership for Medical Foundation Communications teams and care delivery communications resources supporting Kaiser Permanentes Colorado, Washington markets.Serve as a key communications partner to Permanente Medical Group leadership, care delivery executives, and market communications leaders to support communications strategies related to clinical excellence, care delivery transformation, physician engagement, quality initiatives, operational priorities, and member experience.Ensure communications strategies are coordinated across health plan, hospital, medical group, quality, customer experience, and operational stakeholders in support of Kaiser Permanentes integrated care and coverage model.Serve as the communications leader responsible for connecting care delivery strategy, member experience, quality performance, operational priorities, and organizational goals into a coordinated communications approach.Share best practices, communications tools, messaging frameworks, governance models, and lessons learned across markets to strengthen care delivery communications capabilities enterprise-wide.Serve as a strategic advisor to care delivery leaders on communications approaches related to operational initiatives, member experience, quality performance, clinical priorities, physician engagement, and organizational change.Quality Communications & Health ObservancesPartner with Quality leaders, Permanente Medical Groups, and Care Delivery leaders to communicate quality performance, patient safety initiatives, preventive health priorities, clinical innovations, and care delivery improvements.Develop communication strategies that support quality outcomes, preventive care, patient engagement, and trust in Kaiser Permanentes care delivery system.Lead enterprise planning, coordination, and communications strategies for health observances, clinical awareness campaigns, and care delivery engagement initiatives.Partner with Quality, Care Delivery, Permanente Medical Groups, Marketing, Community Health, and Communications leaders to establish annual health observance priorities and integrated campaign strategies.Ensure Kaiser Permanente leverages health observances to advance prevention, screening, quality outcomes, member engagement, and community health objectives.Coordinate content development, member-facing communications, clinician communications, earned media opportunities, digital engagement, and stakeholder outreach associated with health observances.Member Communications Governance, Channels & EnablementEstablish enterprise governance, standards, decision rights, and approval processes for member and care delivery communications.Develop and maintain enterprise playbooks, messaging frameworks, templates, toolkits, FAQs, and communications resources that enable consistent execution across markets.Define enterprise channel strategies and standards for member-facing communications, including letters, email, SMS, app notifications, digital platforms, call center communications, and emerging channels.Clarify roles, responsibilities, escalation pathways, and approval processes between enterprise functions, markets, care delivery leaders, legal, regulatory affairs, and customer experience teams.Enable markets with adaptable communications resources that maintain enterprise consistency while supporting local operational, regulatory, and business requirements.Member Messaging & Content StrategyOversee development of member-facing communications including letters, emails, service recovery communications, patient education materials, talking points, FAQs, signage, scripts, and other member communications.Serve as the enterprise owner for member-facing messaging standards, content governance, and communication quality.Develop member-facing messaging related to care delivery changes, service interruptions, access issues, operational updates, quality initiatives, and other significant member experiences.Prepare and distribute communications guidance and talking points for physicians, care teams, call centers, operational leaders, and frontline staff.Coordinate messaging across enterprise and market stakeholders, including clinical leaders, operational teams, legal, regulatory, customer experience, and communications partners.Establish editorial standards and quality controls for member-facing content.Call Center & Service CommunicationsOversee enterprise communications standards, scripting strategies, and messaging frameworks for member-facing call center interactions.Partner with Customer Experience, Operations, Care Delivery, and Contact Center leaders to ensure call center scripts, member messaging, and service communications are accurate, consistent, empathetic, and aligned with enterprise priorities.Develop communications approaches that support service recovery, operational changes, quality initiatives, care delivery updates, and other member-facing issues requiring contact center engagement.Ensure frontline teams have access to timely messaging, FAQs, talking points, and communications resources needed to support positive member experiences.Service Recovery & Operational ReadinessLead member communications strategies related to service recovery, operational challenges, and member experience issues.Establish scenario-based communications playbooks, holding statements, FAQs, and member impact frameworks for common operational disruptions, access issues, service interruptions, and care delivery challenges.Maintain operating rhythms with care delivery, quality, customer experience, and operational leaders to proactively identify emerging member issues and communications needs.Partner with Customer Experience, Quality, Operations, and Care Delivery leaders to improve transparency, understanding, and member trust during periods of disruption or change.Member Journey & Experience IntegrationPartner closely with Marketing, Customer Experience, Care Delivery, Quality, and Digital leaders to create a seamless communications experience across the member lifecycle-from acquisition and onboarding through care delivery, retention, and loyalty.