Director, Customer Experience

Living the vision of "Advancing the business of healthcare today for a better tomorrow," Medical Group Management Association (MGMA) works to perpetuate success throughout the healthcare industry as the premier association for professionals who lead medical practices. Since 1926, through data, people, insights, and advocacy, MGMA empowers medical group practices to innovate and create meaningful change in healthcare. We believe the future is what you make it, and we’re here to support the people who are ready to make the world a better place. Tomorrow will be remarkable because MGMA is here to help.

The Medical Group Management Association (MGMA is looking for a Director, Customer Experience to join our Denver/hybrid team.

The Director, Customer Experience ensures that user-centered design and research are embedded in product development. As a strategic leader, they advocate for customer needs at the leadership level, ensuring that research insights inform product roadmaps and design decisions. This role balances design and research expertise through hands-on execution and mentorship, while providing strategic oversight and cross-functional alignment, integrating qualitative and quantitative insights to enhance seamless customer experiences across all portfolios.

Essential Functions

Customer Research & Insights 

• Lead UX research (qualitative & quantitative) to understand user needs, behaviors, and pain points.
• Develop and execute customer journey mapping, identifying critical touchpoints for optimization.
• Establish and maintain feedback loops (e.g., surveys, interviews, usability testing) to drive ongoing experience improvements.
• Synthesize research findings into actionable insights, informing product and service enhancements.

Experience Strategy & Process Integration:

• Drive iterative design process, embedding user research and usability testing into Agile workflows, ensuring insights inform backlog prioritization including supporting product teams by validating feature concepts through iterative testing and rapid prototyping.
• Collaborate with cross-functional teams to ensure a consistent and frictionless user experience across all products.
• Establish and manage systems for gathering and responding to customer feedback efficiently. 

Stakeholder Engagement & Advocacy:

• Serve as the voice of the customer in leadership discussions, advocating for user-centered decision-making including providing guidance to leadership on customer experience strategy, best practices, and UX industry trends.
• Collaborate closely with key stakeholders including Product, Engineering, and Marketing to align research insights with business objectives.
• Facilitate CX workshops to align stakeholders around user needs, best practices in experience strategy and human-centered design approaches. 

Mentorship & Team Support:

• Act as a mentor and advisor to the UX Designer, ensuring research and design principles are effectively applied.
• Establish research frameworks and methodologies that enable the UX Designer to contribute to user research efforts.
• Partner with internal teams to scale research capabilities, leveraging tools like Dovetail for knowledge management.

Other duties as required and necessary to ensure the success of the organization.

Knowledge, skills, and abilities

• Ability to consistently promote, support, work, and act in a manner in support of MGMA’s mission, vision, and values/behaviors.
• Strong background in iterative design methodologies within Agile product development. 
• Deep expertise analyzing and mapping customer journeys to inform product and service design. 
• Ability to translate user insights into actionable product strategies, advocating for a seamless, intuitive customer experience. 
• Strong communication and stakeholder engagement skills, with the ability to influence leadership and cross-functional teams.

Education

• Bachelor’s degree in Information Technology, Computer Science, UX Design, Business Administration, or a related discipline.

Experience

• Five (5)+ years of experience in design leadership and delivery in UX research, design strategy, and/or customer experience. 
• Hands-on experience with research tools (e.g., Dovetail, UserTesting, Qualtrics) and design tools (e.g., Figma). 
• Experience with Microsoft Dynamics CRM and how it impacts user interactions and workflows. 

 An equivalent combination of education and experience may be substituted on a year-for-year basis.  

Additional Requirements/Licenses/Certifications

• Must have reliable transportation.
• Must have a valid driver’s license.

Working environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work is generally performed in an indoor, professional office environment. 
• Will need to attend conferences and MGMA events in various locations around the United States on a regular basis.   
• This role routinely uses standard office equipment such as computers, phones, photocopiers, fax machines, and scanners.
• Regular, predictable attendance is required.

Physical Activities

The physical demands described here are representative of those that must be met by employees in this role, to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, employee is regularly required to successfully interact and accurately exchange information using the following suite of verbal and non-verbal communication skills critical to expressing oneself and conducting professional interactions on behalf of the business: 

• Ability to read, write, edit 
• Ability to converse, discuss, convey 
• Also includes interactive engagement with software applications, computer graphics, and the ability to conduct internet research. 

While performing the duties of this job, employee is regularly required to successfully navigate scenarios requiring the following observational abilities: 

• Ability to perceive, identify, recognize 
• Ability to detect, determine, discern, judge 
• Ability to assess, estimate, compare 

This is a largely sedentary role, so employee must be able to remain in a sedentary position while focusing for extended periods of time throughout the workday. Position also requires occasional movement inside the office to access file cabinets, printers, etc. While performing the duties of this job, employee is regularly required to successfully navigate scenarios requiring the following operational abilities: 

• Ability to operate PC/keyboard and other office productivity equipment 
• Ability to position self to traverse/navigate around typical office setting 
• Ability pull/push, lift, open/close, grasp/manipulate, transport up to 10 lbs.

Why Work for Us

MGMA prides itself on providing team members from all walks of life with an inclusive work environment and comprehensive benefits package, including medical, dental, and vision coverage, life insurance, and both short- and long-term disability. We invest in our employees' growth with a 401(k) plan featuring company match, profit-sharing, and professional development opportunities. We prioritize work-life balance through a hybrid work schedule, an employee assistance program, and a generous time off package, which includes three weeks of vacation, 80 hours of sick time, and 11 paid holidays. From a flexible spending account and on-site fitness center to volunteer opportunities and tuition assistance, MGMA is committed to giving employees a well-rounded and gratifying employment experience. 

We are an equal opportunity employer. All applicants shall be considered according to their individual qualifications, abilities, experience, and other employment standards. There will be no discrimination due to gender or gender identity, race, religion, color, national origin, ancestry, age, disability, sexual orientation, veteran/military status, or any other basis protected by applicable law. 

MGMA does not engage in immigration sponsorship. 

The application deadline is June 27, 2025. This may be extended in the event additional time is necessary to receive a sufficient number of qualified candidates. The approximate salary range for this position is $137,000 - $180,000, depending on the skills, education, and experience of the candidate.