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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 authority.
- Experience leading service quality, experience measurement, operational monitoring, governance, risk and control, or continuous improvement programs.
- Strong understanding of first-line risk management, internal controls, monitoring, issue identification, remediation, and escalation within a regulated environment.
- Demonstrated ability to translate quantitative and qualitative information into meaningful insights, executive-level recommendations, and measurable improvements.
- Strong business acumen with the ability to connect member experience, operational performance, risk, employee experience, and organizational outcomes.
- Exceptional communication, relationship-building, and leadership skills, with the ability to navigate complex situations and drive accountability across multiple stakeholders.
Compensation: $122,484 to $154,437 annually, plus a competitive benefits package.
Bilingual individuals who are fluent in a second language in addition to English are highly encouraged to apply.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law.
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