Overview In this role you shape service strategies for health care clients, blending strategy, AI fluency, and operations to deliver measurable patient, member, and provider outcomes. You bridge strategy and delivery to turn pain points into actionable transformation, collaborating across strategy, technology, and operations. You work with executive stakeholders to define roadmaps, align technology with business goals, and drive adoption of AI-enabled service solutions. This position offers impact across digital self-service, contact center, and field service experiences in healthcare. ResponsibilitiesLead service strategy engagements across digital self-service, contact center, and field service experiences for health care clientsDefine and deliver AI-enabled service strategies that meet patient, member, provider, and business needs with measurable outcomesAdvise on strategies to improve patient/member experience, satisfaction, and retention across channelsTranslate business and operational challenges into structured strategies, roadmaps, and business casesAlign strategic intent with technology modernization priorities, architecture, and data integration strategyCollaborate with business, clinical, and technology stakeholders to move from strategy to implementation and adoptionGuide prioritization, trade-offs, and execution planning to deliver with speed and clarityBuild phased deployment plans for AI agents and automation, sequenced by value and readinessIdentify and champion AI-enabled tools and modern ways of working to accelerate strategy developmentManage client relationships, workshops, scope, timelines, risks, and dependencies across workstreamsLead and develop multi-disciplinary teams to deliver integrated service transformationCoordinate global delivery teams to ensure quality and knowledge transfer across time zonesSupport proposals, solution shaping, and coaching for practice growthAdvocate for service strategy roles with clients and teams Key requirements8+ years of experience in service transformation consulting (including contact center modernization, field service, or digital self-service)6+ years in patient/member experience strategy or operational transformation for health care clients6+ years in health care sector, including patient/member journeys and service delivery models6+ years of experience leading strategy engagements with roadmaps and business cases6+ years in technology strategy and delivery, including AI use case prioritization and architecture design1+ year of experience using AI tools in day-to-day workflowsAbility to travel 30%Executive storytellingTeam leadershipClient-facing communicationAgentic AI use case prioritizationPlatform assessments and architecture designData integration strategy
Not specified in the original listing.
Not specified in the original listing.
