Consumer Experience Readiness Lead

The Consumer Experience Readiness Lead is responsible for overseeing strategic planning, execution, and delivery of readiness activities across enterprise initiatives.

This role ensures organisational readiness across people, processes, products, technology, and operational workflows to support successful adoption and business outcomes.

The incumbent will partner with business, technology, operations, clinical, and enterprise stakeholders to develop and execute readiness strategies, identify and mitigate risks, and drive continuous improvement throughout the change lifecycle.

Responsibilities:

• Develop and execute enterprise readiness strategies that prepare teams, processes, and operational capabilities for change.
• Partner with business, technology, operational, clinical, training, communications, and leadership teams to ensure successful implementation and adoption of solutions.
• Assess organisational impacts and readiness risks across people, processes, products, technology, and customer experience.
• Establish readiness plans, success metrics, governance processes, and operational transition activities.
• Lead pre-implementation, implementation, stabilisation, and post-implementation activities to ensure desired business outcomes are realised.
• Facilitate issue resolution, risk mitigation, decision-making, and continuous improvement throughout the change lifecycle.
• Support operational recovery and service response efforts when significant business or technology disruptions occur.
• Drive standardisation and maturity of readiness practices across enterprise programs and initiatives.

Requirements:

• 8+ years of operational readiness, change management, implementation, program management, or transformation experience.
• Experience leading large-scale cross-functional initiatives in healthcare, insurance, clinical operations, or related industries.
• Demonstrated experience assessing organisational impacts across people, processes, technology, and operational workflows.
• Strong program and project leadership experience with the ability to influence across all organisational levels.
• Experience developing readiness plans, governance processes, risk mitigation strategies, and implementation roadmaps.
• Experience with Agile and/or Waterfall delivery methodologies.
• Strong analytical, problem-solving, and continuous improvement skills.
• Excellent written, verbal, facilitation, and executive communication skills.
• Strategic thinker with the ability to balance enterprise objectives with operational execution.
• Ability to navigate ambiguity and lead through organisational change.
• Must be passionate about contributing to an organisation focused on continuously improving consumer experiences.
• Must have ability to support occasional after-hours deployments based on business need (may include weekends).

Benefits:

• Medical, dental, and vision benefits
• 401(k) retirement savings plan
• Time off (including paid time off, company and personal holidays, paid parental and caregiver leave)
• Short-term and long-term disability
• Life insurance

Additional Information:

• Role may require up to 20% travel based on business need.
• Work from home requirements: minimum download speed of 25 Mbps and upload speed of 10 Mbps, wireless, wired cable or DSL connection.