If you are ready to join a company that truly cares about its employees, our members, and our community then you have come to the right place!
Position Summary
The Director, Member Experience & Service Excellence leads the enterprise governance and operationalization of established member experience and service standards, ensuring they are consistently understood, measured, and reinforced across the organization. The role partners across business lines to identify experience gaps, strengthen service delivery, and advance a consistent and differentiated member experience.
Within Member Experience, the Director provides leadership across service quality, experience insights, first-line monitoring and controls, and internal team member support. This leader leverages member feedback, operational performance, monitoring results, and frontline insights to identify risk, address systemic issues, and drive sustainable improvement.
Key Responsibilities
Lead enterprise governance and operationalization of established member experience and service standards, ensuring they are consistently measured, reinforced, and embedded across business lines and service channels.
Partner with leaders across the organization to advance service excellence, identifying gaps and opportunities and influencing improvements to processes, systems, and experiences that impact members.
Lead Member Experience first-line monitoring and control activities, establishing and maintaining a risk-based monitoring framework to assess the effectiveness of key controls and adherence to applicable policies, procedures, regulatory requirements, and operational expectations. Ensure identified issues are documented, escalated, remediated, and monitored in partnership with business leaders, Risk, Compliance, and other control functions.
Lead service quality and experience measurement across Member Experience, integrating member feedback, quality results, operational data, monitoring results, and frontline insights to identify trends, risks, and opportunities.
Provide leadership for the internal team member support function, ensuring frontline teams have effective support and resources to navigate complex member situations while leveraging escalation themes to identify systemic issues and opportunities for improvement.
Drive root-cause analysis and closed-loop improvement for recurring service, operational, and experience breakdowns, partnering across functions to establish accountability and achieve sustainable resolution.
Develop executive-level reporting and insights that provide visibility into service excellence, member experience performance, first-line monitoring, emerging risks, and opportunities for improvement.
Partner with Operational Training and other enterprise functions to translate service, quality, monitoring, and experience insights into capability, process, and performance improvements while maintaining clear functional ownership.
Serve as an advocate for the member experience, ensuring member needs and established service and hospitality principles are represented in operational decisions and continuous improvement efforts.
Lead and develop the Service Excellence team, establishing priorities, accountability, and capabilities necessary to support enterprise service excellence and the broader Member Experience organization.
Qualifications & Requirements
Bachelor’s degree in business, operations, hospitality, customer/member experience, or a related field, or an equivalent combination of education and relevant experience.
Minimum of 7 years of progressively responsible experience in member/customer experience, service excellence, operations, quality, risk and controls, or a related discipline, including at least 3 years in a leadership capacity, preferably within a complex, highly regulated, multi-channel service environment.
Demonstrated ability to lead across organizational boundaries and influence senior leaders and cross-functional partners without direct…