Client Experience Director

Acentra Health exists to empower better health outcomes through technology, services, and clinical expertise. Our mission is to innovate health solutions that deliver maximum value and impact.

Lead the Way is our rallying cry at Acentra Health. Think of it as an open invitation to embrace the mission of the company; to actively engage in problem-solving; and to take ownership of your work every day. Acentra Health offers you unparalleled opportunities. In fact, you have all you need to take charge of your career and accelerate better outcomes - making this a great time to join our team of passionate individuals dedicated to being a vital partner for health solutions in the public sector.

Acentra Health is looking for a Client Experience Director to join our growing team.

Job Summary:

The Director of Client Experience leads the design, delivery, and continuous improvement of the end-to-end experience for our government clients. This role shapes client strategy, embeds client priorities across the organization, and ensures our teams understand how their work drives agency outcomes.

The director works across operations, technology, HR, finance, compliance, and product teams to create a consistent and mission-aligned client experience. This is a senior individual contributor role with broad influence and strategic responsibility.

Responsibilities:

Client Strategy and Advocacy

• Serve as the primary advocate for the client perspective across the company.
• Build and maintain a formal client experience strategy and roadmap in partnership with leadership.
• Gather, synthesize, and share client feedback to guide improvements to services, processes, and technology.
• Elevate opportunities that support higher satisfaction, stronger relationships, and better delivery outcomes.
• Partner with CFG and other key groups to ensure alignment on priorities and communication.

Experience Design and Journey Mapping

• Analyze the full client journey to identify pain points, gaps, and opportunities.
• Define and maintain standards for a consistent experience across all touchpoints.
• Collaborate with operations, sales, marketing, IT, and product/UI/UX teams to develop solutions that reflect client needs.
• Use data and insights to inform design decisions and prioritize enhancements.

Training, Education, and Communication

• Develop and oversee training materials that help agency partners and internal teams use our systems effectively.
• Ensure client-facing documentation is clear, current, and aligned with program requirements.
• Prepare communication plans for updates, new features, process changes, and program shifts.
• Support internal readiness by ensuring staff understand upcoming changes and their impact on the client.

Embedding Client Priorities Across the Organization

• Translate client mission goals into operational objectives and measurable performance indicators.
• Work with functional leaders to ensure each department understands its connection to the client relationship.
• Introduce client-centric scorecards and reporting tools to track performance and agency outcomes.

Culture Building and Internal Engagement

• Promote a client-first mindset across the organization.
• Partner with HR and leaders to incorporate client experience principles into onboarding and ongoing development.
• Create opportunities to recognize employees who deliver exceptional service.
• Facilitate discussions that help teams better understand clients' constraints, priorities, and mission drivers.

Communication and Transparency

• Share client insights broadly, ensuring teams have visibility into current challenges and successes.
• Lead structured "client pulse" reviews to keep teams aligned to expectations and emerging risks.
• Work with internal communications to reinforce the mission connection between our work and agency outcomes.

Cross-Functional Issue/Risk Collaboration

• Drive coordination between delivery, support, and oversight teams on issues that impact the client.
• Facilitate cross-functional "client success" workgroups that mobilize around risks or emerging needs.
• Host internal briefings to keep staff informed and prepared to support client priorities.
• Ensure risks and issues are tracked, escalated, and resolved with accountability.

The list of accountabilities is not intended to be all-inclusive and may be expanded to include other education- and experience-related duties that management may deem necessary from time to time.

Required Qualifications

• Bachelor's degree in business, public administration, communications, human services, or a related field.
• 10 or more years of experience supporting government clients, client experience, program delivery, or a related function.
• Experience working in a matrixed environment with cross-functional teams.
• Background in journey mapping, customer experience, or process improvement.

Preferred Qualifications

• Master's degree preferred but not required.
• Prior work in federal or state government programs strongly preferred.
• Strong strategic thinking with the ability to influence at all levels.
• Excellent communication, facilitation, and relationship-building skills.
• Ability to translate complex client needs into actionable internal plans.
• Solid understanding of service delivery, operations, and user experience principles.
• Skilled in problem-solving, prioritization, and decision-making in a fast-paced environment.
• Comfort working with qualitative insights and quantitative data.

Why us?

We are a team of experienced and caring leaders, clinicians, pioneering technologists, and industry professionals who come together to redefine expectations for the healthcare industry. State and federal healthcare agencies, providers, and employers turn to us as their vital partner to ensure better healthcare and improve health outcomes.

We do this through our people.

You will have meaningful work that genuinely improves people's lives across the country. We are a company that cares about our employees, and we give you the tools and encouragement you need to achieve the finest work of your career.

Benefits

Benefits are a key component of your rewards package. Our benefits are designed to provide you with additional protection, security, and support for both your career and your life away from work. Our benefits include comprehensive health plans, paid time off, retirement savings, corporate wellness, educational assistance, corporate discounts, and more.

Thank You!

We know your time is valuable and we thank you for applying for this position. Due to the high volume of applicants, only those who are chosen to advance in our interview process will be contacted. We sincerely appreciate your interest in Acentra Health and invite you to apply to future openings that may be of interest. Best of luck in your search!

~ The Acentra Health Talent Acquisition Team

Visit us at Acentra.com/careers/

EEO AA M/F/Vet/Disability

Acentra Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, status as a protected veteran or any other status protected by applicable Federal, State or Local law.

Compensation

The pay for this position is listed below.

"Based on our compensation philosophy, an applicant's position placement in the pay range will depend on various considerations, such as years of applicable experience and skill level."