Senior Director - Member Experience

Are you passionate about making a difference in people's lives? Do you enjoy working in a service-oriented industry? If so, this opportunity may be the right fit for you!

This position is responsible for leading our efforts in delivering exceptional experiences to our members.

This position…

• Plays a critical role in shaping our member experience strategy, implementing initiatives to improve satisfaction and retention, and fostering a culture of customer excellence across the organization.

• Develops and executes a comprehensive member experience strategy that aligns with the company's mission, values, and business objectives.

• Leads a team of member experience professionals, including managers, analysts, and specialists, to drive continuous improvement in member satisfaction, loyalty, and retention.

• Defines key metrics and performance indicators to measure and track member experience outcomes, regularly analyzing data and insights to identify opportunities for improvement.

• Collaborates with cross-functional teams, including product, marketing, sales, and operations, to ensure alignment and consistency in member experience initiatives.

• Champions a customer-centric culture within the organization, advocating for the needs and preferences of our members across all touchpoints and interactions.

• Develops and implements member feedback mechanisms, such as surveys, focus groups, and user testing, to gather insights and feedback for continuous improvement.

• Partners with technology teams to leverage data and technology solutions to enhance the member experience, including personalization, self-service options, and automation.

• Leads initiatives to address member pain points, streamline processes, and remove barriers to delivering exceptional service and support.

• Establishes and maintains strong relationships with key stakeholders, including executive leadership, board members, and external partners, to drive alignment and support for member experience initiatives.

• Stays current on industry trends and best practices in member experience, continually seeking opportunities for innovation and differentiation in our approach.

• May lead projects and perform other duties as assigned.

• Occasional business travel may be required.
• Determines appropriate resourcing of staff in order to achieve goals and objectives.
• Builds an effective leadership team through mentoring and formal education that focuses on management and project management principles.

• Defines annual Key Performance Indicators aligned with corporate goals.

• Directs and mentors leaders on performance gaps, career development opportunities, and strategies.

• Directs and coaches leaders on all human resource related processes including onboarding, performance management, succession planning, employee relations, selection, terminations, compensation and rewards.

• Accountable for collective results and recognizing others’ contributions and share credit for success.

• Owns attainment of high employee satisfaction and retention; lead development of program and initiatives within group to attain high employee satisfaction.

• Leads change management initiatives to drive improvements and efficiencies.

• Ability to interact collaboratively and communicate effectively with external, internal customers, and stakeholders to address issues and ensure alignment.

• Prepares and manages budget as assigned; analyzes variances and initiates corrective actions to maximize operational performance.

We are interested in speaking with individuals with the following...

• Bachelor's Degree in business administration, marketing, communications, or a related field; Master's degree preferred

• Twelve (12) plus years experience in customer experience, customer success, or a related field.

• Eight (8) plus years leadership responsibility.

• Proven track record of driving improvements in customer satisfaction, loyalty, and retention in a fast-paced and dynamic environment.

• Strong leadership and team management skills, with the ability to inspire and motivate teams to achieve high levels of performance and collaboration.

• Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively with stakeholders at all levels of the organization.

• Strategic thinker with the ability to translate customer insights and feedback into actionable strategies and initiatives.

• Analytical mindset with the ability to leverage data an