Consumer Onboarding Strategy Advisor

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Consumer Onboarding Strategy Advisor based in United States.

This role will help shape and transform the onboarding experience for new healthcare members during a critical stage of their customer journey.

You will define strategic priorities that balance member needs with measurable business value and enterprise objectives.

The position combines program leadership, customer journey strategy, consumer research, analytics, and cross-functional collaboration.

You will work across Marketing, Digital, Call Centers, Analytics, Operations, and other teams to translate strategy into coordinated execution.

A major focus will be developing measurement frameworks, identifying new opportunities, and ensuring initiatives remain aligned with member expectations.

You will also engage senior and executive stakeholders, communicate progress, resolve roadblocks, and drive accountability across complex workstreams.

This is an opportunity to lead a high-visibility transformation program and create meaningful improvements in how members experience healthcare from the moment they join.

Accountabilities:

• Serve as a strategic program and product leader for the consumer onboarding transformation, using member experience as the core focus while ensuring enterprise priorities are aligned and workstreams are integrated.
• Partner with strategy and consumer research teams to develop hypotheses, evaluate pilots, and identify opportunities that advance the onboarding vision and improve member experiences.
• Work with consumer research, analytics, and business teams to develop member personas and segmentation strategies that uncover unmet needs and guide onboarding priorities.
• Develop and support onboarding measurement strategies, including KPIs, pilot evaluation criteria, executive reporting, and continuous improvement mechanisms.
• Identify and size strategic opportunities, partnering with Finance and other stakeholders to evaluate NPV, business value, and alignment with enterprise priorities.
• Collaborate with execution partners to translate strategic vision into cohesive implementation plans, including feasibility assessments, milestones, ownership, and accountability.
• Strengthen the visibility and credibility of the onboarding program with executive stakeholders through clear prioritization, performance reporting, and demonstrated accountability.
• Prepare executive communications, including progress updates, readouts, reporting, recommendations, and escalations for senior leadership and executive forums.
• Partner with workstream leaders to maintain momentum, resolve blockers, manage dependencies, and ensure strategic initiatives remain on track.
• Bring structure, clarity, and urgency to complex challenges while maintaining a strong focus on member outcomes.
• Advocate for consumer needs, challenge assumptions when necessary, and influence stakeholders through persuasive communication and sound strategic judgment.
• Maintain a continuous feedback loop between strategy, research, measurement, and execution partners to ensure the onboarding experience evolves based on evidence and business needs.

Requirements:

• Bachelor’s degree and 6+ years of progressive experience developing program or product strategy, with a strong understanding of customer journey design and management, persona development, experience transformation, and onboarding best practices.
• Strong leadership and stakeholder management capabilities, including the ability to establish trust and credibility with senior business leaders and influence decisions across an enterprise.
• Proven success leading large, complex, multi-workstream programs, ideally within healthcare or similarly complex environments spanning people, processes, and technology.
• Exceptional written and verbal communication skills, including demonstrated experience creating presentations and presenting to executive and board-level audiences.
• Ability to translate strategic objectives into actionable, measurable execution plans with clear priorities and accountability.
• Expertise in program acceleration, risk mitigation, dependency management, and navigating complex cross-functional interdependencies.
• Superior analytical and problem-solving skills, with the ability to transform data into actionable business and customer insights using tools such as Microsoft Excel.
• Highly collaborative and adaptable, with the ability to lead effectively through ambiguity and change in a dynamic environment.
• MBA, MPH, or another graduate degree is preferred.
• Experience with healthcare transformation, member onboarding, customer lifecycle programs, or related initiatives is preferred.
• Familiarity with healthcare environments, including CMS regulations, digital health ecosystems, and human-centered design, is advantageous.
• Demonstrated ability to operate successfully within matrixed organizations with distributed accountability.

Benefits:

• Annual base salary of $138,200-$190,100 USD.
• Eligibility for a bonus incentive plan based on company and/or individual performance.
• Remote work opportunity, with positions available across locations including the New York City metropolitan area, Washington, DC, Kentucky, and Boston.
• Comprehensive medical, dental, and vision benefits.
• 401(k) retirement savings plan.
• Paid time off, company holidays, and personal holidays.
• Paid parental and caregiver leave.
• Short-term and long-term disability coverage.
• Life insurance.
• Whole-person well-being programs and resources designed to support employees and their families.
• Occasional travel to offices for training or meetings may be required.
• Remote employees must maintain a dedicated workspace that protects member PHI/HIPAA information.
• Home internet service must provide at least 25 Mbps download and 10 Mbps upload; wireless, wired cable, or DSL connections are suggested.
• A high-impact opportunity to contribute to a strategic consumer transformation initiative within a complex healthcare environment.