Director, HCS Client Strategy & Product

Director, Client Delivery

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Are you an experienced and results-driven professional looking for a challenging leadership role?

About this Role:

The Director, Client Strategy & Product is responsible for connecting client needs, market trends, HCS capabilities, and product strategy to improve the competitiveness, growth, and long-term value of the HCS portfolio.

This role works horizontally across the HCS client portfolio to identify common client needs, product gaps, emerging market requirements, and opportunities for service expansion. The leader serves as the primary bridge between Client Delivery, Product, Technology, Operations, Sales, and other stakeholders to ensure client and market insights are translated into actionable product priorities, service improvements, and growth opportunities.

Unlike Client Delivery, which owns individual client relationships and account-level growth, Client Strategy & Product is accountable for identifying portfolio-level opportunities, shaping solutions, influencing product and technology roadmaps, and enabling Client Delivery teams to bring differentiated HCS capabilities to clients.

The successful candidate will bring deep benefits administration domain knowledge, strong commercial and product acumen, executive presence, strategic thinking, and the ability to translate client and market needs into practical business and product strategies.

Responsibilities:

• Establish and maintain a structured Voice of the Client process that captures client feedback, unmet needs, product requests, market observations, and emerging requirements across the HCS portfolio.
• Analyze client feedback and account-level opportunities across the portfolio to identify recurring needs, common themes, product gaps, and opportunities that can create value across multiple clients.
• Partner with Client Delivery leaders to identify potential cross-sell, upsell, product adoption, and service expansion opportunities.
• Develop portfolio-level growth opportunities and solution concepts that Client Delivery and Sales can bring to appropriate clients.
• Partner with Product and Technology leaders to translate client and market requirements into product strategy, roadmap priorities, enhancements, automation opportunities, and investment recommendations.
• Establish structured communication and feedback loops between Client Delivery, Product, Technology, Operations, and Sales so that client needs and product developments are consistently understood across HCS.
• Maintain a portfolio-level view of product utilization and adoption and identify opportunities to increase client adoption of existing HCS capabilities.
• Evaluate HCS capabilities across clients to identify opportunities for standardization, reuse, and scalable solutions rather than developing unnecessary client-specific solutions.
• Gather and synthesize market intelligence, competitive insights, advisor feedback, industry trends, and emerging client requirements to inform HCS product and service strategy.
• Partner with Sales and Client Delivery to strengthen HCS positioning, value propositions, client presentations, and executive-level discussions.
• Support Client Delivery on strategic client conversations requiring product, market, innovation, or broader HCS portfolio expertise.
• Develop business cases for product investments, service enhancements, automation, AI capabilities, and other strategic initiatives based on client demand, revenue potential, competitive differentiation, risk, and financial return.
• Partner with Operations and CoE & Risk to ensure product and service enhancements consider operational feasibility, scalability, regulatory requirements, controls, and delivery impact.
• Maintain transparency into the HCS product roadmap and ensure Client Delivery leaders understand planned capabilities, timing, priorities, and dependencies relevant to their clients.
• Establish mechanisms to communicate product developments and new capabilities to Client Delivery and Sales teams so that opportunities can be proactively introduced to existi…