As mentioned in the title, the company has straight up lost any remaining soul it had left. No one on the current c-suite team has experience in consumer directed benefits, nor do they have interest in actually understanding what real growth takes.
Instead, leadership focuses on boosting their individual profiles and egos, pushing hard on a technical innovation that ignores what the core customers and audiences are actually (and literally) asking for. Because of the many silos, CEO ego, and clear lack of actual product improvement to the very fractured member experience, people who speak up and push back are being burnt out or pushed out.
And diversity from just about every angle is low low low. The group think is showing.