Director, Consumer Experience Relationship Intelligence

Darum lohnt es sich

Responsibilities • Own the NeXT Studio operating model, including experiment intake, prioritization, planning, portfolio tracking, decision logs, readouts, and cross-functional operating rhythms. • Manage the NeXT Studio experiment portfolio in partnership with Executive Leaders, Product, Clinical, Operations, Marketing, Analytics, Legal, and external partners to ensure work is focused on strategic business priorities and measurable learning. • Improve CX Intelligence models that transforms traditional VOC into an integrated system for sensing customer needs, trust gaps, emotional friction, operational pain points, and opportunity areas. • Establish and maintain a single VOC strategy and insight intake model to reduce redundant research, reconcile conflicting signals, and create a clearer enterprise view of customer, provider, buyer, and partner experience. • Work cross functionally to implement. • Partner with Director of CX Strategy & Enablement to translate customer insights and experiment learnings into journey maps, service blueprints, personas, playbooks, templates, governance recommendations, and experience standards. • Develop experiment charters, success measures, ROI assumptions, risks, dependencies, and learning agendas to ensure NeXT Studio experiments produce decision-quality evidence. • Synthesize research findings, operational signals, and experiment results into executive-level narratives that clearly articulate what leaders need to understand, decide, or change. • Maintain an insight and learning repository that connects VOC findings, experiment outcomes, customer pain points, and Teladoc priorities. • Identify and elevate systemic experience risks when customer signals, research findings, or experiment evidence are consistently ignored or contradicted by delivery decisions. • Support internal storytelling, publishing, client-facing innovation updates, and leadership communications that promote NeXT Studio learnings and demonstrate business impact. • Continuously evolve the Studio Operations and CX Intelligence model in alignment with changes in Teladoc’s products, populations, operating model, customer expectations, and business priorities.

Qualifications • 10+ years experience in customer experience, operations, research, insights, service design, innovation, product strategy, program management, or related fields. • Demonstrated experience building operating models, innovation programs, working in R&D functions, innovation portfolios, or insight programs from the ground up in fast-changing environments. • Strong qualitative and quantitative research fluency with a bias toward synthesis, decision support, and executive storytelling. • Experience managing complex cross-functional initiatives across Product, Operations, Clinical, Marketing, Analytics, Legal, and external partners. • Ability to translate ambiguous business questions into clear learning agendas, experiment charters, research plans, success measures, and decision-ready recommendations. • Experience influencing senior leaders through evidence, structured narratives, customer insights, and operational recommendations. • Strong portfolio management, facilitation, communication, and prioritization skills. • Background in healthcare is helpful but not required. • Experience in hospitality, consumer services, subscription-based models, digital health, or enterprise transformation is strongly valued. • Comfort operating in ambiguity and iterating as the organization learns.