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.
Responsibilities- Lead service strategy engagements across digital self-service, contact center, and field service experiences for health care clients
- Define and deliver AI-enabled service strategies that meet patient, member, provider, and business needs with measurable outcomes
- Advise on strategies to improve patient/member experience, satisfaction, and retention across channels
- Translate business and operational challenges into structured strategies, roadmaps, and business cases
- Align strategic intent with technology modernization priorities, architecture, and data integration strategy
- Collaborate with business, clinical, and technology stakeholders to move from strategy to implementation and adoption
- Guide prioritization, trade-offs, and execution planning to deliver with speed and clarity
- Build phased deployment plans for AI agents and automation, sequenced by value and readiness
- Identify and champion AI-enabled tools and modern ways of working to accelerate strategy development
- Manage client relationships, workshops, scope, timelines, risks, and dependencies across workstreams
- Lead and develop multi-disciplinary teams to deliver integrated service transformation
- Coordinate global delivery teams to ensure quality and knowledge transfer across time zones
- Support proposals, solution shaping, and coaching for practice growth
- Advocate for service strategy roles with clients and teams
Key requirements- 8+ 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 clients
- 6+ years in health care sector, including patient/member journeys and service delivery models
- 6+ years of experience leading strategy engagements with roadmaps and business cases
- 6+ years in technology strategy and delivery, including AI use case prioritization and architecture design
- 1+ year of experience using AI tools in day-to-day workflows
- Ability to travel 30%
- Executive storytelling
- Team leadership
- Client-facing communication
- Agentic AI use case prioritization
- Platform assessments and architecture design
- Data integration strategy
