Senior Director, Customer Experience Strategy & Retention

Job Ref: TE0073
Category: Professional
Department: Customer Experience Strategy
Location: 50 Water Street, 7th Floor, New York, NY 10004
Job Type: Regular
Employment Type: Full-Time
Work Arrangement: Hybrid
Salary Range: $220,000.00 - $230,000.00

Position Overview

MetroPlusHealth is committed to empowering New Yorkers by uniting communities through care. We believe that Health care is a right, not a privilege. If you have compassion and a collaborative spirit, work with us. You can come to work being proud of what you do every day.

The Senior Director of Customer Experience Strategy & Retention reporting to the Chief Marketing & Brand Officer is a strategic leader responsible for defining, optimizing, and executing customer experience and retention strategies across all major lines of business within the MetroPlusHealth portfolio. This role owns enterprise retention strategies, customer journey optimization and experience design, member and provider sentiment analysis and understanding, and end-to-end experience improvements that reduce churn and strengthen long-term membership.

The Senior Director of Customer Experience Strategy & Retention is responsible for improving retention and experience for both members and providers, recognizing that provider experience is also a critical driver of overall loyalty and operational effectiveness. A core focus will be leveraging key platforms such as Salesforce and Salesforce Marketing Cloud, as well as other engagement channels to deliver personalized, timely, and effective touchpoints at key moments in the member lifecycle. The ideal candidate is data-driven, customer-obsessed, analytically strong, and deeply experienced in healthcare or insurance customer experience, retention marketing, and cross-functional leadership.

 

Scope of Role & Responsibilities

1. Customer & Provider Sentiment Tracking

• Lead the design, measurement, and analysis of customer and provider sentiment programs, including Net Promoter Score (NPS), Customer Satisfaction Score (CSAT) and other voice-of-customer metrics.
• Conduct deep-dive research and root-cause analysis when negative sentiment trends arise, identifying drivers of dissatisfaction and presenting actionable recommendations.
• Create dashboards and reporting frameworks for executive visibility and operational alignment.
• Partner with Operations, Provider Relations, Clinical, and Quality teams to address and solve systemic experience challenges.

2. Enterprise Retention Strategy

• Own the customer retention strategy across all MetroPlusHealth lines of business. Retention encompasses experience improvements, communication strategy, operational fixes, provider-related drivers, and end-to-end lifecycle interventions.
• Develop and optimize high-impact retention plans for the critical first 90 days of onboarding, as well as 6-month and 9-month intervals, when member churn risk is highest.
• Design and manage multi-channel retention journeys using:
  • Salesforce Marketing Cloud (SMS/Email)
  • mPulse Interactive Voice Response (IVR) (outbound calls and automated reminders)
  • Other channels as needed
• Lead continuous testing, optimization, and scaling of retention journeys based on performance data and insights.
• Partner with Provider Network Operations to develop strategies that support provider experience and retention, ensuring provider insights directly inform member-facing improvements.

3. Medicare Age-In Retention Strategy

• Develop and execute strategies for Medicaid members transitioning to Medicare, maximizing recapture and reducing competitor loss capture and prevent migration to competitor plans.
• Create tailored education pathways, provide outreach timelines, and high-touch communications that guide members through the transition.
• Partner with Marketing, Product, Regulatory to ensure accuracy, compliance and clarity across all communications.

4. Year-Round Retention Strategies for Priority Business Lines

• Own a comprehensive year-round retention roadmap for:
  • MetroPlusHealth Gold (NYC Employee Plan) — with differentiated strategies for NYC Health + Hospitals and non-Health + Hospitals employees
  • MetroPlus Health Essential Plan — with a focus on addressing aggressive competitive pressures anticipated in 2026
• Identify key pain points, high-risk segments, and opportunities to strengthen plan value.
• Collaborate with the Growth and Product teams to align benefits communication and plan differentiation messaging.

5. Customer Journey Optimization

• Map and optimize end-to-end member journeys across MetroPlusHealth Medicaid, Essential Plan, Gold, Medicare, and employer-sponsored plans, identifying friction points and opportunities for improvement.
• Partner with Operations and Call Center teams to create a more seamless, proactive customer experience across all touchpoints.
• Implement personalization strategies in Salesforce Marketing Cloud to improve member engagement and reduce churn.
• Partner with Marketing Digital team and IT teams to integrate web, mobile, self-service tools, and call center experiences into a cohesive omnichannel journey that drives higher engagement and retention.

6. Cross-Functional Leadership & Collaboration

• Lead organizational change by influencing senior executives and operational leaders to act on insights and implement retention-driving improvements across the enterprise.
• Serve as the senior CX leader responsible for setting the customer experience vision and aligning cross-functional teams around a unified, customer-first strategy.
• Work closely with all cross-functional teams: Sales, Provider Relations, Operations, Care Management, Quality, IT etc. to ensure consistent, high-quality experiences at every interaction.
• Own the end-to-end insights-to-action process, ensuring that customer and provider insights directly inform operations, service design, and cross-functional improvements.

7. Team Leadership

• Lead and grow a team of CX strategists, retention specialists, journey architects, and insights analysts, overseeing both internal resources and external vendors, while cultivating a culture of customer empathy, test-and-learn experimentation, and data-driven decision-making.
• Foster a culture of customer empathy, test-and-learn experimentation, and data-driven decision-making.
• Manage budgets, vendor relationships, and timelines for major CX and retention initiatives.

 

Required Education, Training & Professional Experience

• Bachelor’s Degree required.
• 5+ years of experience in customer experience, retention marketing (segmentation, journey analytics, and lifecycle management).
• Demonstrated success building cross-channel retention programs, particularly in regulated industries – health insurance, healthcare, or Medicaid/Medicare programs.
• Expertise in customer insights, sentiment programs such as (NPS, CSAT etc.), and translating findings into operational improvements.
• Very strong proficiency with CRM/engagement platforms (Salesforce Marketing Cloud required; IVR platform experience preferred).
• Knowledge of healthcare regulatory requirements for member communications. Experience navigating regulatory constraints that shape retention strategy, including CMS, state regulations, and Medicaid/EP requirements.
• Proven ability to influence senior leaders and manage cross-functional initiatives in a complex organizational environment.
• Exceptional communication and executive storytelling skills.

Success Metrics

• Year-over-year improvement in retention across MetroPlusHealth Medicaid, Essential Plan, Gold, and Medicare populations.
• Strong performance at key churn-risk milestones (first 90 days, 6 months, 9 months), with demonstrated impact on reducing avoidable churn and lowering cost-to-serve through targeted experience improvements.
• Higher engagement rates across Salesforce Marketing Cloud journeys.
• Reduction in avoidable disenrollments tied to negative experiences or unclear communications.
• Improved provider experience (NPS) and strengthened provider stability across key networks

 

Licensure and/or Certification Required

• Salesforce and Marketing Cloud certifications strongly preferred (Administrator, Marketing Cloud Email/SMS Specialist, Marketing Cloud Consultant, or equivalent).

 

Professional Competencies

• Credibility & Trust Building
• Strategic Thinking & Planning
• Change Leadership
• Customer Centric Mindset
• Data Fluence & Insight Translation
• Cross-Functional Collaboration
• Omnichannel Experience Design
• Problem-Solving & Root Cause Analysis
• Communication & Executive Storytelling
• Program Leadership & Execution
• People Leadership
• Vendor & Stakeholder Management

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