Vice President, Member Experience, Retention & Corporate Communications

Jay D'Aprile

Executive Vice President

Leading Health Insurance Company

Position Summary:

The Vice President will be accountable for leading the company’s member experience, retention programs, and corporate communications. This includes a deep analytics-driven demographic and behavioral understanding of the organization’s processes, members, and their needs associated with the healthcare system. This position assumes responsibility for the short-term goal of member retention and the long-term goal of member persistency, acknowledging that various controllable and uncontrollable factors influence these metrics. The successful incumbent will partner closely with many peers, including executives, to collaborate on how the organization’s processes across the enterprise support and meet member needs, communicate to the membership through direct (member communications) and indirect (PR, CSR) media processes and channels with the main goal of maximizing member persistency.
 

The ideal candidate will have 15+ years of health plan insurance experience in closely aligned member retention, service, experience and/or research functions. Certain skills are paramount to effectively navigate the complexities of the insurance and federal employee marketplaces. A deep understanding of analytics and data comprehension is essential for making informed decisions and staying ahead of market trends. Equally important is the ability to apply sound judgment and instinct, which allows for the interpretation of data and feedback in a way that leads to strategic and beneficial outcomes. Candidates should possess significant management skills and leadership experience in senior roles within the health insurance industry.