Director, Customer Experience Strategy & Enablement

Join the team leading the next evolution of virtual care.

At Teladoc Health, you are empowered to bring your true self to work while helping millions of people live their healthiest lives.

Here you will be part of a high-performance culture where colleagues embrace challenges, drive transformative solutions, and create opportunities for growth. Together, we're transforming how better health happens.

Summary of Position

The Director, Customer Experience Strategy & Enablement is responsible for shaping the human elements of the customer experience, including tone, continuity, empathy, followthrough, and trust, and ensuring they become part of how the organization operates day to day.

This role is focused on designing the systems, language, rituals, and enablement that allow teams across Teladoc to deliver experiences that feel personal, empowering, and human at scale.

This role sits within TeladocNext Studio, a labs environment working on product and experience acceleration. This leader partners with customer experience, product, design, operations, clinical, marketing, and support teams. The Director will turn CX vision into practical tools, such as playbooks, operating standards, measures, training, and changeadoption mechanisms, that can be leveraged across the enterprise.

Over time, this role helps formalize the organization's experience model, establish repeatable ways of working, and embed customercentric practices into new initiatives and future roadmaps, ultimately creating a scalable and durable CX capability across the enterprise.

Essential Duties and Responsibilities

• Work with the CX stakeholders to define and continuously evolve theTeladoc CX standards, including the principles, service expectations, and signature behaviors that should shape the end-to-end customer experience.

• Partner with Product, Design, Clinical, Operations, Service, and Analytics leaders to embed CX expectations into workflows, tools, policies, and delivery models.

• Build theCX operating systemfor Teladoc, including standards, playbooks, design criteria, service blueprints, language guidance, governance, and working rituals.

• Translate CX strategy into practical assets that teams can apply in day-to-day work, including enablement materials, toolkits, journey frameworks, and decision support.

• DriveCX enablement and change adoptionacross a matrixed organization, helping teams understand what is changing, why it matters, and how to operationalize it effectively

• Partner closely with TeladocNext Studio teammates to ensure rapid experiments inform CX standards and that CX insights shape future experimentation priorities.

• Define how Teladoc should deliver trust, continuity, confidence, clarity, and a sense of "having your back" across key customer moments.

• Establish a practicalmeasurement frameworkfor CX, including standards adherence, experience quality, adoption of new practices, and leading indicators tied to customer trust, engagement, and business outcomes.

• Create lightweight governance mechanisms that drive alignment, accelerate execution, and maintain high standards without adding unnecessary process burden

• Support executive storytelling and organizational alignment by making the Teladoc One experience model clear, tangible, and actionable.

• Help shape the long-term roadmap for CX capabilities beyond Teladoc One, using this work as the foundation for broader Teladoc experience maturity.

Qualifications Expected for Position

• 10+ years experience in customer experience design, service design, enablement, hospitality, healthcare, or premium service environments.

• Proven experience building operating systems, not just concepts or frameworks.

• Preference for experience with dedicated service design tools like Smaply or similar.

• Strong bias toward action, testing, and iteration.

• Comfortable leading influence-based change without direct ownership of delivery teams.

• Experience working in startup or transformation environments.

• Healthcare experience is helpful but not required. Hospitality, premium retail, fitness, or member- based service backgrounds are strongly valued.

The base salary range for this position is$160,000 - $180,000. In addition to a base salary, this position is eligible for a performance bonus and benefits (subject to eligibility requirements) listed here: Teladoc Health Benefits 2026.Total compensation is based on several factors including, but not limited to, type of position, location, education level, work experience, and certifications.This information is applicable for all full-time positions.

We follow a Flexible Vacation Policy, intended for rest, relaxation, and personal time. All time off must be approved by your manager prior to use. You will also receive 80 hours of Paid Sick, Safe, and Caregiver Leave annually. This applies to full-time positions only. If you are applying for a part-time role, your recruiter can provide additional details.

As part of our hiring process, we verify identity and credentials, conduct interviews (live or video), and screen for fraud or misrepresentation. Applicants who falsify information will be disqualified.

Teladoc Health will not sponsor or transfer employment work visas for this position. Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

Why join Teladoc Health?

• Teladoc Health is transforming how better health happens. Learn how when you join us in pursuit of our impactful mission.

• Chart your career path with meaningful opportunities that empower you to grow, lead, and make a difference.

• Join a multi-faceted community that celebrates each colleague's unique perspective and is focused on continually improving, each and every day.

• Contribute to an innovative culture where fresh ideas are valued as we increase access to care in new ways.

• Enjoy an inclusive benefits program centered around you and your family, with tailored programs that address your unique needs.

• Explore candidate resources with tips and tricks from Teladoc Health recruiters and learn more about our company culture by exploring #TeamTeladocHealth on LinkedIn.

As an Equal Opportunity Employer, we never have and never will discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status, or pregnancy). In our innovative and inclusive workplace, we prohibit discrimination and harassment of any kind.

Teladoc Health respects your privacy and is committed to maintaining the confidentiality and security of your personal information. In furtherance of your employment relationship with Teladoc Health, we collect personal information responsibly and in accordance with applicable data privacy laws, including but not limited to, the California Consumer Privacy Act (CCPA). Personal information is defined as: Any information or set of information relating to you, including (a) all information that identifies you or could reasonably be used to identify you, and (b) all information that any applicable law treats as personal information. Teladoc Health's Notice of Privacy Practices for U.S. Employees' Personal information is available at this link.