VP, Experience

Description Medica is a nonprofit health plan with more than a million members that serves communities in Minnesota, Nebraska, Wisconsin, Missouri, and beyond. We deliver personalized health care experiences and partner closely with providers to ensure members are genuinely cared for. We're a team that owns our work with accountability, makes data-driven decisions, embraces continuous learning, and celebrates collaboration — because success is a team sport. It's our mission to be there in the moments that matter most for our members and employees. Join us in creating a community of connected care, where coordinated, quality service is the norm, and every member feels valued. The Vice President of Experience is responsible for defining and advancing a unified, end-to-end experience strategy across Medica’s key stakeholders, including members, providers, brokers, and employer groups. This leader establishes the vision, principles, journey frameworks, standards, governance, and measures required to deliver consistent, integrated, and high-quality experiences across physical, digital, operational, and service touchpoints. Operating in a highly matrixed environment, the Vice President leads primarily through influence, alignment, and shared accountability. The role partners across Growth, Operations, Clinical, Product, Digital, Technology, and other business functions to clarify ownership, prioritize improvements, remove barriers, and ensure teams deliver against defined experience outcomes that support engagement, conversion, retention, and loyalty. The Vice President defines the digital experience “what,” including the vision, priorities, capabilities, and desired outcomes, in close partnership with Technology, which owns solution design and delivery—the “how.” The role also guides journey-related content and communication requirements by establishing experience standards for clarity, consistency, voice, tone, timing, and audience relevance. As Medica’s senior experience leader, this role embeds customer-centered thinking into business processes, investment decisions, and organizational culture while building the measurement, reporting, and feedback mechanisms needed to drive continuous improvement. Performs other duties as assigned. Key Accountabilities: Enterprise Experience Strategy Define and lead the enterprise-wide experience strategy across members, providers, brokers, and employer groups Establish a cohesive end-to-end journey framework spanning acquisition, onboarding, service, and retention Develop and maintain experience principles, standards, and governance to ensure consistency across all touchpoints Serve as the organizational expert on experience design and journey optimization Experience Outcomes & Measurement Define and implement enterprise KPIs, SLAs, and experience metrics (e.g., NPS, CSAT, effort, conversion, retention) Build a measurement and reporting framework to provide actionable insights to senior leadership Monitor performance across journeys and hold partners accountable for achieving experience outcomes Drive continuous improvement through data, insights, and feedback loops Cross-Functional Leadership & Influence Partner across Growth, Operations, Clinical, Product, Digital, and Technology to align on priorities and outcomes Lead through influence to ensure teams are executing work that improves the end-to-end customer experience Clarify ownership and accountability for experience delivery across functions Identify and remove barriers to delivering a seamless and integrated experience Lead the development of an organizational culture that positions experience at the center of everything we do, embedding shared accountability and ensuring every employee understands their role in delivering exceptional experiences Digital Experience Strategy (Own the “What”) Define the digital experience vision and roadmap across stakeholder groups Identify and prioritize capabilities, features, and enhancements to improve digital engagement Partner with Technology to translate strategy into execution, ensuring alignment while Technology owns delivery (“how”) Ensure digital channels are intuitive, consistent, and integrated into the broader experience Lead a centralized content team, including content writers and communications consultants Oversee development of clear, consistent, and audience-specific messaging across all touchpoints Facilitate communications across journeys and key moments to ensure alignment, timing, and effectiveness Establish enterprise standards for voice, tone, and communication strategy Journey Design & Optimization Define and maintain end-to-end journey maps for all key stakeholder segments Identify critical moments that matter and prioritize improvements to reduce friction and enhance experience Drive cross-functional initiatives that improve handoffs, coordination, and overall journey performance Embed a customer-first mindset into business processes and decision-making Sets clear expectations, provides ongoing coaching and feedback, and supports employees’ professional growth Ensures compliance with company policies, employment laws, and HR programs Promotes engagement, collaboration, and accountability while aligning team outcomes with organizational goals For Senior Leaders: Provides strategic leadership and people direction by setting vision, developing talent, and ensuring organizational effectiveness, compliance, and alignment with enterprise priorities Required Qualifications: Bachelor’s degree in business, marketing, healthcare administration, or related field 12+ years of progressive experience in customer experience, digital strategy, marketing, or related discipline 5+ years of senior leadership experience in a complex, matrixed organization Demonstrated success driving enterprise-wide experience or transformation initiatives Proven ability to lead through influence without direct authority Strong experience with experience measurement frameworks (e.g., NPS, CSAT, journey analytics) Preferred Qualifications: Experience inhealthcare, health insurance, or highly regulated industries Advanced degree (MBA, MHA, or related) Experience leading multi-segment (B2B and B2C) experience strategies This position is an Office role, which requires an employee to work onsite at our Minnetonka office, on average, 3 days per week. The full base pay salary range for this position is $264,000-$396,000. Annual base pay salary range placement will depend on a variety of factors including, but not limited to, education, work experience, applicable certifications and or licensures, the position’s scope and responsibility, internal pay equity and external market salary data. In addition to base compensation, this position is eligible for Medica’s Short Term Incentive plan, Long Term Incentive plan and our Supplemental Executive Retirement Plan. Medica offers a generous total rewards package that includes competitive medical, dental, vision, executive life insurance, Self-Managed Time Off, Holidays, paid volunteer time off, 401K contributions, caregiver services and many other benefits to support our employees. The compensation and benefits information is provided as of the date of this posting. Medica’s compensation and benefits are subject to change at any time, with or without notice, subject to applicable law. Eligibility to work in the US: Medica does not offer work visa sponsorship for this role. All candidates must be legally authorized to work in the United States at the time of application. Employment is contingent on verification of identity and eligibility to work in the United States. We are an Equal Opportunity employer, where all qualified candidates receive consideration for employment indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected charact eristic. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr Medica