Director, Enterprise Innovation & Transformation - Emory Health Plan

Director, Enterprise Innovation & Transformation leads enterprise-wide initiatives that redefine the healthcare experience for Emory Healthcare and Emory University populations. Responsible for transforming healthcare programs through innovative benefit design, digital transformation, AI adoption, large-scale platform migrations, and the development of next-generation member and provider journey experiences.

Director of Enterprise Innovation & Transformation executes a portfolio of strategic initiatives that reshape how our Emory members experience healthcare, spanning benefit design, digital modernization, AI adoption, platform migrations, and member and provider experience redesign., * Leads programs end-to-end, influence cross-functional teams, and translate strategy into measurable outcomes.

• Works closely with, and develop toward, senior leadership, gaining exposure to executive-level decision-making as we scale.
• Manages and executes 3-5 enterprise transformation initiatives simultaneously, from planning through sustainment.
• Supports development of a transformation roadmap spanning benefit design, digital strategy, AI innovation, and operational excellence.
• Prepares and presents program status updates for leadership governance reviews, covering milestones, risks, and ROI.
• Applies rigorous program management discipline: milestone tracking, dependency management, risk mitigation, and stakeholder communications.
• Builds business cases and support investment requests for transformation initiatives.
• Tracks post-implementation results, ensuring initiatives deliver on their committed financial and experience targets.
• Supports design of member journey improvements across enrollment, provider search, care access, claims resolution, and renewal.
• Contributes to provider experience optimization covering onboarding, utilization management, claims processing, and quality reporting.
• Conducts current-state research interviews, data analysis, and process observation to identify friction and experience gaps.
• Helps develop future-state journey designs incorporating digital-first touchpoints and omnichannel experiences.
• Tracks journey performance metrics: satisfaction scores, completion rates, time-to-resolution, and drop-off points.
• Coordinate cross-functional teams across clinical, IT, operations, and member services to improve critical touchpoints.
• Partners with Benefits leadership to evaluate and evolve plan designs that balance affordability, access, quality, and engagement.
• Supports exploration of innovative benefit structures: value-based insurance design, supplemental benefits, and consumerism strategies.
• Assists with design and launch of benefit pilot programs across areas such as mental health, fertility, and musculoskeletal care.
• Researches market trends and competitive benefit offerings to inform differentiation strategies.
• Builds and maintains financial models quantifying the impact of benefit design changes on utilization, cost, and satisfaction.
• Support A/B testing and measurement of member response to benefit innovations.
• Assists in scaling successful pilots into production with change management and member education support.
• Contributes to digital-first strategy execution, helping transform member and provider interactions through modern platform.
• Supports platform migrations and enhancements: member portal, mobile app, provider portal, and data modernization.
• Assists with evaluation and adoption of emerging technologies: telehealth, virtual care, remote monitoring, and digital therapeutics.
• Partners with IT on technology selection, vendor evaluation, implementation tracking, and user acceptance testing.
• Helps define digital experience standards and metrics including adoption rates, usability scores, and completion rates.
• Supports agile product management practices: sprint planning, backlog management, and continuous delivery.
• Supports enterprise AI strategy by identifying and prioritizing high-value use cases: claims automation, care gap identification, personalized outreach.
• Coordinates with data science teams on piloting and scaling AI/ML models that improve operations and member experience.
• Helps ensure responsible AI practices: fairness audits, transparency requirements, and compliance with applicable regulations.
• Tracks AI model performance and business impact through defined measurement frameworks.
• Supports AI literacy efforts ¿ building awareness and confidence in AI-assisted decisions across the organization.
• Assists in evaluating AI vendor solutions and assessing build-vs-buy options.
• Supports execution of complex platform transitions:TPA migrations, PBM transitions, benefits administration upgrades, and CRM implementations.
• Contributes to migration playbooks covering requirements gathering, implementation planning, testing protocols, and cutover execution.
• Helps manage program governance structures including workstream coordination and integrated project tracking.
• Supports vendor relationship management to ensure accountability on timelines, deliverables, and quality.
• Assists with risk mitigation through contingency planning, parallel operations, and structured testing.
• Coordinates organizational readiness activities: training programs, process redesigns, and communications.
• Supports the application of change management methodology across transformation programs.
• Assists in change readiness assessments and develop targeted strategies for building capability and adoption.
• Helps design and execute multi-channel communications for employees, members, providers, and partners.
• Builds and coordinates change champion networks across departments.
• Develops training materials and enablement resources supporting new processes and systems.
• Tracks adoption through utilization metrics, surveys, and feedback loops.
• Serves as a trusted partner to senior leadership on transformation progress, risks, and recommendations.
• Collaborates with Clinical Operations, Finance, HR Benefits, and IT on shared initiatives.
• Builds and maintains relationships with external technology vendors, consultants, and innovation partners.
• Prepares and delivers transformation updates for governance committees and leadership with clarity and impact.
• Performs related responsibilities as required.

• Bachelor's degree in Healthcare Administration, Business, Engineering, or related field (required) and 7 years of progressive experience in transformation, innovation, program management, or strategic initiatives in healthcare. Or equivalent combination of education, training, or experience.
• MBA, MHA, MPH, or Master's degree (preferred).
• PMP, Lean Six Sigma Green or Black Belt, or Change Management certification (preferred).

Emory University is a leading research university that fosters excellence and attracts world-class talent to innovate today and prepare leaders for the future. We welcome candidates who can contribute to the excellence of our academic community.