Director, Platform Experience & Capability Design

Your Role

The Director, Platform Experience & Capability Design translates business strategy, customer and employee journeys, and operational needs into reusable enterprise capabilities and experience designs. This leader establishes design direction, capability frameworks, and solution intent to align business and technology teams on outcomes before delivery begins.

Leading the Platform Experience & Capability Design COE, the Director oversees product ownership, platform strategy, engineering alignment, operations, governance, and value realization across Salesforce, Pega, SmartComms, and MHK. The role drives an integrated platform strategy that increases reuse, accelerates speed-to-value, reduces duplication and technical debt, and enables automation and AI adoption, while building high-performing teams and a culture of continuous learning.

Our leadership model is about developing great leaders at all levels and creating opportunities for our people to grow - personally, professionally, and financially. We are looking for leaders that are energized by creative and critical thinking, building and sustaining high-performing teams, getting results the right way, and fostering continuous learning.

Your Knowledge and Experience

• Bachelor's degree or high school diploma plus four additional years of relevant experience in lieu of a degree
• 10 years of relevant experience in product management, experience design, service design, business capability design, business architecture, process transformation, platform strategy, or a closely related discipline
• 6 years of people-management experience with direct responsibility for supervising, coaching, developing, and evaluating employees. Inclusive of a leadership profile that includes:
  • Customer- and employee-centered, with a practical focus on measurable business and operational outcomes
  • A systems thinker who connects journeys, processes, content, data, platforms, people, and controls
  • A clear and credible communicator who can simplify complexity without losing substance
  • A collaborative leader who builds alignment across business and technology while preserving clear accountability
  • A disciplined people leader who develops talent, sets standards, and creates a culture of learning, reuse, and continuous improvement
  • Comfortable moving between strategy and execution, while maintaining the scope and decision rights appropriate to a Director role
• Broad management knowledge to lead a centralized function and cross-functional project teams, with mastery-level knowledge of platform experience and capability design and a broad understanding of adjacent business and technology disciplines
• Demonstrated experience translating complex business needs and journeys into scalable capabilities, product direction, process designs, or service models
• Experience leading work across enterprise platforms or complex technology ecosystems. Experience with Salesforce, SmartCOMM, Pega, MHK, CRM, workflow/case management, correspondence, marketing technology, or healthcare platforms is strongly valued
• Demonstrated ability to influence senior leaders, facilitate complex decisions, manage ambiguity, and communicate strategy, options, tradeoffs, and recommendations to technical and non-technical audiences
• Working knowledge of product management, human-centered design, service design, process improvement, agile delivery, change management, and value realization
• Strong business acumen, critical thinking, financial and operational judgment, risk awareness, and decision-making skills
• Healthcare payer, provider, regulated industry, or other complex enterprise experience, preferred
• Experience establishing design systems, capability taxonomies, service blueprints, product discovery practices, or reusable enterprise patterns, preferred
• Experience partnering with architecture and engineering teams to connect business capability intent with technology roadmaps and delivery, preferred
• Experience leading organizational or operating-model change and building a new or maturing function, preferred

Hybrid

This role requires employees to be in-office based on our hybrid workplace model, balancing purposeful in-person collaboration with flexibility. For most teams, this means coming into the office two days each week.

Employees living more than 50 miles from an office location will work with their manager to determine in-office time based on business need.