# CX Strategy Director at Lumeris

- Company: Lumeris
- What the company does: Lumeris is a physician-first healthcare transformation company dedicated to improving primary care through our AI-powered Primary Care as a Service platform. Backed by Kleiner Perkins.
- Company website: https://www.lumeris.com/
- Type: Startups
- Level: Principal and up
- Location: Remote, USA
- Work setup: Remote
- Posted: 2026-09-24
- Apply by: 2026-11-08
- Apply: https://lumeris.wd1.myworkdayjobs.com/en-US/LC/job/Remote-USA/CX-Strategy-Director_R0007078
- Page: https://www.1752.vc/careers/jobs/lumeris-cx-strategy-director/

## About the role

The CX Strategy Director is the principal architect of our member journey, responsible for how member interactions are mapped, orchestrated, and optimized across all products and touchpoints. Reporting directly to the Vice President, Marketing and Experience, this role owns our end-to-end journey management practice, establishing the standard enterprise-wide framework for how we build, manage, and track member pathways.

## What they're looking for

- Digital Front Door Roadmap: Lead the strategic feature prioritization and operational rollout of our member portal and mobile app, ensuring our digital tools exceed member expectations and drive retention
- Self-Service Adoption: Design and execute scalable strategies that accelerate digital registration, benefit navigation, and digital self-resolution of common member inquiries
- Feedback-to-Product Loops: Bridge direct member feedback and technical UX/product development, translating user behavior and complaints into product enhancements and digital tagging requirements
- Deep understanding of healthcare operations, managed care, or health plan ecosystems, with direct experience utilizing CX strategies to move regulatory and quality metrics (STARS, CAHPS, HEDIS, HOS)
- Demonstrated comfort operating in a high-ownership, lean team environment. Must possess the ability to write executive-level strategy slides on one day, and draft front-line scripts or build tracking sheets the next
- Outstanding ability to influence senior cross-functional leaders (clinical, technical, operations) and align stakeholders around a single execution plan without direct reporting lines