Hc/Pr - Healthcare Consumer Digital Strategy, Business Consulting

Job Description

Principal - Healthcare Consumer Digital Strategy

Infosys Consulting is seeking an experienced Principal Consultant to lead engagements and teams focused on consumer digital strategy for health plans. This role blends digital strategy, human-centered design, and deep payer operational knowledge to help clients improve adoption, reduce friction, and deliver member and provider experiences that drive measurable business value.

The Principal plays a hands-on leadership role managing delivery teams, shaping experience-led digital solutions, and serving as a strategic advisor to senior client stakeholders. This is not a technology sales role - it is a consumer experience and digital strategy leadership role grounded in end-to-end health plan operations and outcomes.

About the Role

The Principal is a delivery leader, team mentor, and strategic problem solver who ensures projects are structured, run effectively, and deliver meaningful value to our clients. You will oversee project teams, guide human-centered design work, lead client-facing conversations, and translate operational challenges into actionable digital strategies and experience improvements.

You will be expected to bring strong fluency in human-centered design, including UX, IA, IX, content strategy, user research, usability testing, and competitive analysis - all applied in a payer context. You will help clients understand not just what experiences to build, but why, how, and what organizational or operational changes are required to achieve their goals.

Key Responsibilities

1. Engagement Leadership & Delivery Management

• Lead end-to-end delivery for consumer digital strategy engagements, ensuring scope, quality, and timelines are met.

• Manage day-to-day client interactions, executive updates, and stakeholder alignment.

• Structure problem statements, synthesize insights, and translate findings into clearly defined strategies, experience blueprints, and roadmaps.

• Oversee development of journey maps, service blueprints, and future-state experience designs.

2. Human-Centered Design Leadership

• Guide UX, IA, IX, content strategy, and research teams to ensure work aligns with business value and operational realities.

• Lead or oversee:

• User research

• Heuristic reviews

• Usability testing

• Persona development

• Competitive landscape and market benchmarking

• Ensure insights translate into digital experiences that improve adoption, containment, NPS, and member trust.

• Advocate for accessible, intuitive, compliant designs across web, mobile, identity, and omnichannel experiences.

3. Health Plan Operations & Experience Strategy

• Apply deep knowledge of the payer value chain: claims, utilization management, prior authorization, contact center, enrollment & billing, provider operations, appeals & grievances, product/benefits, and care management - to digital experience strategy.

• Identify operational blockers that inhibit digital experience success and recommend pragmatic solutions.

• Align digital experiences with regulatory, compliance, and business rules across lines of business (Commercial, MA, Medicaid, Marketplace).

• Translate business challenges into coherent digital strategies and implementation pathways.

4. Client Advisory & Value Definition

• Present digital insights, research findings, experience opportunities, and strategy recommendations to VP+ client leaders.

• Support business case development, KPI definition, value realization models, and digital performance measurement.

• Guide clients on AI and enabling technologies at the strategy level - focusing on why and where they matter for consumer experience.

5. Team Leadership, Coaching & Practice Development

• Lead and mentor consultants, senior consultants, and analysts on project teams.

• Provide ongoing coaching in consulting skills, client leadership, experience strategy, and design methods.

• Contribute to practice assets, methodologies, frameworks, thought leadership, and market-facing POVs.

• Support pursuit and proposal development for strategic digital engagements.

Required Qualifications

• Bachelor's degree and 8+ years of progressive experience in healthcare: business or digital consulting, consumer digital strategy, or related fields.

• Deep understanding of health plan operations end-to-end, including multiple LOBs (Commercial, MA, Medicaid, Marketplace).

• Experience leading human-centered design work, including UX, IA, interaction design, content strategy, user research, and usability testing.

• Proven engagement leadership experience managing multidisciplinary consulting teams.

• Strong understanding of enabling digital technologies - including AI - and how they support experience outcomes.

• Ability to lead client conversations, facilitate workshops, and communicate insights and recommendations clearly.

• Strong analytical skills with the ability to structure complex problems and create actionable solutions.

• Experience developing roadmaps, experience blueprints, and strategic digital recommendations.

• Excellent team leadership, communication, and client service skills.

• Willingness to travel up to 50% depending on client needs.

• Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role at this time

Preferred Qualifications

• Advanced degree (MBA, MHSA, MHA, etc.) or equivalent experience.

• Experience within a health plan or provider organization working on digital experience or operational improvement.

• Experience linking user research, design, and business outcomes into measurable KPIs.

• Familiarity with payer-specific performance, quality, and regulatory measures.

• Experience with agile delivery, design sprints, or digital product development.

• Ability to coach and lead teams through ambiguity and complex problem spaces.

Estimated annual total compensation range for this role for the New York, NY area is $168,000 to $234,000