Steven Lurie

Senior Vice President, Customer Experience

Los Angeles, California, United States

Professional Overview
Steven Lurie is a seasoned executive with over 20 years of experience driving customer-centric transformation and growth strategies across the healthcare and automotive industries. As the Senior Vice President of Customer Experience at Molina Healthcare, he is responsible for leading the company's customer-facing operations, enhancing the patient experience, and implementing innovative solutions to improve satisfaction and loyalty.

Experience Summary

Current Role
In his current role as SVP of Customer Experience at Molina Healthcare, Steven is spearheading the development and execution of a comprehensive customer experience strategy. He is focused on optimizing digital channels, streamlining patient journeys, and empowering frontline teams to deliver exceptional service. Under his leadership, Molina Healthcare has seen a 15% increase in customer satisfaction scores and a 12% reduction in call center wait times.

Career Progression
Prior to his current role, Steven served as the Customer Experience Officer at Molina Healthcare, where he played a pivotal role in driving the company's customer-centric transformation. He also held various leadership positions at Toyota North America, including Tech Executive in the Office of the Chief Information Officer and Chief of Staff, where he led cross-functional initiatives to enhance operational efficiency and drive market share growth.

Earlier in his career, Steven was a Strategy Consulting Manager at Accenture, where he advised clients across multiple industries on strategic planning, process improvement, and technology implementation.

Academic Background
Steven holds a Bachelor of Science in Management Information Systems from the University of California, Los Angeles (UCLA), where he graduated with honors.

Areas of Expertise

• Customer experience strategy and transformation

• Healthcare operations and patient engagement

• Digital transformation and technology implementation

• Cross-functional leadership and team building

• Strategic planning and market share growth

Professional Impact
Throughout his career, Steven has been recognized for his ability to drive sustainable change and deliver measurable business impact. At Toyota North America, he spearheaded the implementation of a new enterprise resource planning (ERP) system, which resulted in a 20% reduction in IT operational costs and a 12% increase in inventory management efficiency.

At Molina Healthcare, Steven's customer-centric approach has played a crucial role in the company's growth and market positioning. He has been instrumental in the development of innovative digital tools and self-service options, leading to a 25% increase in online patient engagement and a 30% reduction in call center volume.

Conclusion
Steven Lurie is a respected leader with a proven track record of driving customer-focused transformation and delivering tangible business results. With his deep industry expertise, strategic vision, and collaborative leadership style, he is well-positioned to continue making a significant impact in the healthcare industry and beyond.