Head of Digital Experience & AI

Location Address:

9521 San Mateo NE Albuquerque, NM 87113-2237

Summary:

Presbyterian Healthcare Services seeks a visionary Head of Digital Experience & AI to lead the modernization of patient and member experiences through consumer centered digital platforms. This executive oversees all patient and member facing digital capabilities, ensuring they expand access, simplify interactions, and strengthen engagement across the integrated delivery system and health plan. The leader serves as a key enterprise leader advancing the strategic digital transformation of Presbyterian Healthcare Services.

Work Arrangement
• Remote: Open to applicants in the United States, excluding IL, ND, NY, WA, and WY.
• Hybrid (Strongly Preferred): For individuals within 60 miles of Albuquerque, in-office presence is required Tuesday through Thursday.

Job Description:

Key Areas of Accountability

Enterprise Digital Operations

• Lead the strategy and execution of a unified digital platform, including:
  • Member portal and mobile experiences
  • Patient portal and digital front door
  • Digital intake, scheduling, and access
  • Virtual care platforms
  • Digital communication and omnichannel engagement
• Align digital investments with organizational KPIs related to access, growth, retention, and experience.
• Oversee product‑oriented teams managing roadmap delivery, vendor partnerships, platform adoption, and performance.
• Serve as a systemwide leader driving digital transformation initiatives aligned with organizational strategy.

Middleware & Integration Layer for Digital

• Oversee digital middleware required to enable consumer experiences, including:
  • API orchestration
  • Identity management
  • CRM integration points
  • Interoperability between Epic and health plan platforms
• Partner closely with Enterprise Architecture and Integration teams.
• Ensure secure, scalable, API-first design for digital capabilities.

AI for Member-Facing Applications

• Lead the strategy, governance, and deployment of AI capabilities focused on enhancing:
  • Digital self‑service
  • Virtual assistants and chatbots
  • Personalization and next‑best‑action
  • Digital navigation and triage
• Apply guardrails to ensure AI is deployed responsibly and aligned with organizational priorities.
• Note: This role oversees digital AI, not the full enterprise AI strategy.

What You Bring

• Significant experience leading digital platforms in healthcare, health plan, or consumer-focused industries.
• Demonstrated ability to drive measurable improvements.
• Experience operating in complex, matrixed healthcare environments.
• Commitment to improving the health and experience of the communities we serve.

This role requires a strategic thinker and collaborative leader who is passionate about building digital experiences that make healthcare simpler, more connected, and more human.

Additional Job Description:

Ideal Experience

• 18+ years in digital product leadership within healthcare, health plan, or adjacent consumer-driven industries.
• Experience operating in integrated payer-provider environments strongly preferred.
• Demonstrated success scaling digital platforms and consumer engagement tools.
• Experience deploying AI in consumer-facing contexts.
• Strong executive presence and cross-functional leadership capability.

Benefits
Benefits are effective day-one (for .45 FTE and above) and include:

• Competitive salaries
• Full medical, dental and vision insurance
• Flexible spending accounts (FSAs)
• Free wellness programs
• Paid time off (PTO)
• Retirement plans, including matching employer contributions
•  Continuing education and career development opportunities
• Life insurance and short/long term disability programs

About Us
Presbyterian Healthcare Services is a locally owned, not-for-profit healthcare system of nine hospitals, a statewide health plan and a growing multi-specialty medical group. Founded in New Mexico in 1908, it is the state's largest private employer with approximately 11,000 employees.
 
Presbyterian's story is really the story of the remarkable people who have chosen to work here. Starting with Reverend Cooper who began our journey in 1908, the hard work of thousands of physicians, employees, board members, and other volunteers brought Presbyterian from a tiny tuberculosis sanatorium to a statewide healthcare system, serving more than 700,000 New Mexicans.
 
We are part of New Mexico's history - and committed to its future. That is why we will continue to work just as hard and care just as deeply to serve New Mexico for years to come.

About New Mexico
New Mexico's unique blend of Spanish, Mexican and Native American influences contribute to a culturally rich lifestyle. Add in Albuquerque's International Balloon Fiesta, Los Alamos' nuclear scientists, Roswell's visitors from outer space, and Santa Fe's artists, and you get an eclectic mix of people, places and experiences that make this state great.
 
Cities in New Mexico are continually ranked among the nation's best places to work and live by Forbes magazine, Kiplinger's Personal Finance, and other corporate and government relocation managers like Worldwide ERC.
 
New Mexico offers endless recreational opportunities to explore, and enjoy an active lifestyle. Venture off the beaten path, challenge your body in the elements, or open yourself up to the expansive sky. From hiking, golfing and biking to skiing, snowboarding and boating, it's all available among our beautiful wonders of the west.
 
AA/EOE/VET/DISABLED. PHS is a drug-free and tobacco-free employer with smoke free campuses.