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 Work

In this role, you will:

Develop and execute a 1–3-year functional strategy and roadmap for platform experience and capability design. Translate business priorities, customer and employee journeys, and platform direction into actionable capability plans and design priorities

Lead the creation of journey maps, process models, capability maps, service blueprints, content and communication patterns, and solution-intent artifacts that clarify the future state and guide product and delivery teams

Identify opportunities to standardize and reuse capabilities across lines of business, channels, workflows, and platforms. Establish design principles and patterns that improve consistency, scalability, maintainability, and speed to value

Partner with strategy, product, business, finance, and technology leaders to shape demand, evaluate options, define outcomes, and recommend priorities. Ensure initiatives have clear problem statements, target experiences, capability requirements, measurable outcomes, and viable operating impacts before delivery

Coordinate experience and capability design across Salesforce, SmartCOMM, Pega, MHK, and related platforms so solutions work as an integrated ecosystem rather than isolated point solutions. Surface cross-platform dependencies and design tradeoffs early

Establish practical design standards, review mechanisms, decision rights, and quality criteria. Confirm that designs consider accessibility, privacy, security, regulatory, operational, data, architecture, content, and change-readiness needs in partnership with accountable subject matter experts

Serve as the primary design partner to business and platform leaders. Facilitate complex decisions, synthesize competing needs, and communicate recommendations in clear executive-ready language

Lead, coach, and develop a multidisciplinary team. Set objectives, clarify roles, manage performance, plan capacity, recruit talent as needed, and build consistent practices across journey, process, capability, content, and product design

Define and monitor measures such as design cycle time, reuse, stakeholder satisfaction, adoption, quality, rework reduction, and contribution to business outcomes. Use feedback and performance data to improve methods and team effectiveness

Manage design and consulting partners within the function, including scope, quality, performance, deliverables, and knowledge transfer, in coordination with sourcing and vendor-management partners

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.