Senior Director, Participant Experience

Responsibilities The Senior Director of Participant Experience (PX) is responsible for leading and advancing InnovAge’s end‑to‑end Participant Experience strategy across the organization. Reporting through Marketing and serving as a key leader on the newly formed Participant Experience team, this role ensures that every interaction a Participant has with InnovAge—across touchpoints, teams, and moments—feels coordinated, compliant, consistent, and personal. This leader will bring together insights, systems, and cross‑functional collaboration to strengthen how we deliver care and services from the Participant’s perspective. The role focuses on reducing friction, aligning efforts, and embedding a shared way of working that supports high‑quality, seamless experiences—without adding burden to frontline teams. Essential Functions & Responsibilities Functional Category: Participant Experience Strategy & Design Estimated % of Time: 45% • Establishes and owns the enterprise Participant Experience (PX) strategy aligned toInnovAge’smission, values, and strategic priorities. • Defines the end‑to‑end Participant journey, identifying “moments that matter” across onboarding, care delivery, communication, and ongoing engagement. • Ensures the PX strategy reflects the Participant’s perspective as one connected, seamless experience across InnovAge. • Translates experience strategy into clear principles, priorities, and practical guidance for teams. Functional Category: Cross‑Functional Alignment & Enterprise Integration Estimated % of Time: 25% • Partners closely with Marketing, Operations, Clinical, Care Coordination, Contact Centers, Center Leadership, and Corporate functions to align work around shared PX outcomes. • Serves as a connector and integrator across teams, reducing friction, silos, and handoffs that impact the Participant experience. • Influences and leads through collaboration, shared accountability, and strong relationships rather than direct authority. • Ensures PX is embedded into how teams plan, prioritize, and execute their work. Functional Category: Experience Standards, Governance & Enablement Estimated % of Time: 20% • Develops and maintains Participant Experience standards, frameworks, and guardrails that guide decision making and executioninitiatives and materials align with CMS requirements and regulatory standard • Creates scalable tools, playbooks, and workflows that enable teams to deliver consistent,high qualityexperiencesand overseeing implementation across centers. • Ensures all PX initiatives and materials align with CMS requirements and regulatory standards. • Conduct regular audits of center materials to ensure content is current, compliant, and on-brand, and remove outdated or unsupported campaigns, including legacy or non-approved talent usage materials. • Create and manage participant experience materials and communications for use within facilities where we have a high number of participants such as Assisted Living Facilities (ALFs), and Skilled Nursing Facilities (SNFs). • Collaborate with marketing and communications teams to support social media content and localized center communications as they relate to participant experience and engagement. • Supports leaders in operationalizing PX within day to day practices, ensuring alignment without adding unnecessarycomplexity. • Balances consistency with flexibility to meet local, market, and Participant needs. Functional Category: Culture, Change Leadership & Communication Estimated % of Time: 10% • Champions Participant Experience as a shared responsibility across InnovAge, reinforcing that PX is how we work—not a separate initiative. • Supports change management efforts to drive adoption, understanding, and sustainment of PX ways of working. • Encourages feedback, idea sharing, and learning across the organization, including the use of dedicated PX channels and forums. • Reinforces behaviors and practices that reflectInnovAge’scommitment to Participant‑centered care. Travel Requirements 25% travel across centers and markets. Qualifications Required • Bachelor’s degree in Marketing, Healthcare Administration, Business, Experience Design, or a related field. • 12+ years of progressive leadership experience in participant/customer experience, service design, marketing, healthcare operations, or a related discipline. • Demonstrated success leading cross‑functional, enterprise‑level initiatives that improve end‑to‑end experiences. • Strong systems thinker with the ability to see connections across people, processes, and touchpoints. • Experience working in complex, regulated environments (healthcare strongly preferred). Preferred • Master’s degree or equivalent advanced experience. • Experience designing or leading enterprise experience frameworks or journey‑based models. • Background working closely with Marketing functions, including brand, communications, or insights. • Familiarity with participant/patient experience measurement tools and qualitative research methods. Benefits InnovAge is dedicated to empowering seniors to live independently, allowing them to age in their own homes and communities safely. InnovAge offers an alternative to nursing homes through its Program of All-inclusive Care for the Elderly (PACE), which provides enrolled seniors with customized healthcare and social support at PACE Adult Day Health Centers. These centers are staffed by medical professionals who are committed to creating personalized care plans for each participant. At InnovAge, our team members are our greatest asset and have a significant impact on the lives of our participants every day. When you join InnovAge, you'll work alongside talented, respectful, and passionate colleagues within a patient-centered care model. InnovAge is committed to equal opportunity and affirmative action, and we strive to create a diverse and inclusive workplace. We consider all qualified candidates for employment without discrimination based on race, color, religion, sex, sexual orientation, gender identity/expression, national origin, disability, protected veteran status, pregnancy, or any other protected status. Salaries are determined by various factors such as qualifications, experience, and location, and do not include potential bonuses or benefits. Our extensive benefits package includes medical/dental/vision insurance, short and long-term disability, life insurance and AD&D, supplemental life insurance, flexible spending accounts, 401(k) savings, paid time off, and company-paid holidays. Applicants are considered until the position is filled. Posted Pay Range $136,400-$177,400 Additional Information Compensation Disclaimer The pay may vary depending on job related factors, such as work location, experience, knowledge, skills, education, certifications, training and internal equity. InnovAge offers a comprehensive benefits package, which includes medical, dental, vision, 401(k) plan with company match, short and long-term disability, life insurance, supplemental life insurance, ADD, flexible spending account, paid time off and company paid holidays. Attention Florida Applicants This position requires a background screening through the Florida Care Provider Background Screening Clearinghouse. For more information, please visit the Clearinghouse Education and Awareness website: https://info.flclearinghouse.com Agency Disclaimer InnovAge will not accept unsolicited resumes from search firms for this employment opportunity. Regardless of past practices, all candidates/resumes submitted by search firms to InnovAge by any means without a valid written search agreement in place for that position will be deemed the property of InnovAge and no fee will be paid in the event such candidate is hired by InnovAge.