Description
About the Role
The Director, CX is responsible for designing, overseeing, and continuously improving the end-to-end experience of our clients, participants, and partners. This role brings together customer insights, product strategy, and operational excellence to ensure every interaction — from onboarding to claims to compliance reporting — is seamless, intuitive, and value-driven.
The Director, CX serves as a unifying executive across product, operations, compliance, and client services, aligning all teams around a single mission: creating an exceptional experience that drives satisfaction, retention, and innovation.
What You’ll Do
- Experience Strategy & Vision
- Define and execute a holistic experience strategy that unifies product design, customer service, and operational delivery.
- Map the entire client and participant journey to identify friction points and lead cross-functional improvements.
- Align experience goals with company strategy, compliance obligations, and market differentiation.
- Customer & Product Integration
- Partner with the Director, Member Advocacy and Fraud to ensure customer feedback directly informs experience improvements.
- Partner with the Executive Team to translate customer and market insights into intuitive, compliant product features.
- Ensure benefit platforms (FSA, HSA, HRA, LSA, COBRA) deliver consistent, user-friendly, and secure experience.
- Operational Excellence & Process Innovation
- Collaborate with the EVP, Operations to drive process efficiencies that improve both service delivery and participant usability.
- Oversee cross-department initiatives that enhance accuracy, compliance, and timeliness across all touchpoints.
- Leverage data and analytics to measure, monitor, and improve experience KPIs (e.g., NPS, CES, churn, adoption).
- Leadership & Culture
- Lead and mentor cross-functional teams focused on customer journey, product usability, and service design.
- Foster a company-wide culture of experience excellence that prioritizes empathy, compliance, and innovation.
- Serve as a visible thought leader in the industry, representing the company’s experience strategy with clients, partners, and regulators.
- Oversees the development and execution of Navia's client and participant training protocols, tools and key performance indicators
- Oversees the development and execution of Navia’s client onboarding protocols, tools and key performance indicators
- Oversees the development and execution of client contracting and renewal protocols, tools and key performance indicators
- Ensures the professional development of staff reports via ongoing training of relevant industry regulations, operating systems, and skill development
- Manages client/broker escalations as needed
Requirements
What We’re Looking For
- 12+ years of leadership experience spanning product management, customer success, operations, or benefits administration, with at least 5 years at the executive level.
- Deep knowledge of FSAs, HSAs, HRAs, LSAs, and COBRA administration, with proven ability to navigate regulatory and compliance requirements (HIPAA, Section 125, IRS).
- Demonstrated track record of improving customer journeys and product usability in SaaS or outsourcing environments.
- Strong ability to unite cross-functional teams (product, compliance, operations, client services) around common experience goals.
- Bachelor’s degree required; advanced degree (MBA, JD, or related) preferred.
Key Competencies
- Experience Architect: Designs seamless journeys across product and service.
- Customer-Centric: Advocates for clients and participants at every stage.
- Innovative Mindset: Identifies opportunities to simplify, modernize, and differentiate experiences.
- Operational Integrator: Skilled at aligning people, process, and product around shared outcomes.
- Data-Driven Leader: Uses insights and metrics to drive continuous improvement.
Job description provided by Navia Benefit Solutions.
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