Director Member Experience

The Director Member Experience is responsible for directing a team of member experience professionals that are empowered to create a world class member experience. Acts as the chief product owner for the member portal/mobile app driving the vision for the portal and setting priorities for the technology team. The team builds rich insights based on voice-of-customer research and then designs an ideal future state experience using design thinking principles. Designs highly innovative and visible projects that are transformative to the member experience. Consistently measures member experience to identify drivers of satisfaction and dissatisfaction and prioritize experience improvement opportunities. Additionally, he/she will be expected to work with cross-functional partners and create organizational buy-in.

Responsibilities

·Acts as chief product owner of the member portal/mobile app and champions agile delivery methodology.

·Establishes member portal scrum teams in collaboration with BTS leadership.

·Develops and drives member experience strategy in alignment with overall Independence organizational strategy and financial performance.

·Directs the creation of appropriate member experience KPIs and draws insights with clear implications for member portal/app performance or member journey improvements.

·Develops and champions multi-year roadmap/vision for member portal.

·Drives voice of the member program and collaborates with all divisions to ensure member centricity and an optimal journey when designing new capabilities and experiences.

·Commissions research to better understand the member and its ecosystem, what the member values and how to deliver a differentiated experience to the member.

·Partners with marketing team to drive customization and personalized messaging in the member portal and mobile app.

·Directs the development and maintenance of closed loop feedback processes to ensure timely resolution to member inquiries received through digital properties.

·Pilots new programs and tests new capabilities to improve member experience.

·Demonstrates thought leadership and drives a customer-first mindset.

·Creates compelling presentations and communication materials, and can present to all levels of the organization to gain buy-in.

·Acts as key business representative on large scale corporate projects to identify impacts, establish priorities, select vendors/solutions and establish implementation schedules

·Manages direct reports. Coaches, develops and motivates team. Evaluates performance for growth opportunities and provides regular feedback. Proactively engages talent pipeline.

Qualifications

·Bachelor’s degree in Marketing, Business Administration, or related field, or equivalent work experience.MBA preferred.

·10+ years in technology, product management and other customer-focused roles with demonstrated experience managing staff

·Strong understanding of Agile delivery process and working with scrum teams

·Comfortable working in a matrixed organization

·Proven strategic thinking skills.

·Knowledgeable in the areas of technology delivery, customer experience, marketing, research and analytics.

·Effective communication and interpersonal skills (managing diverse relationships, inspiring others, flexibility), energy/drive, and strategic skills (making complex decisions, dealing with ambiguity, etc.).

·Excellent quantitative, analytical, and problem-solving skills.

·Ability to lead through influence and work with people across multiple disciplines to achieve results.

·Track record of driving results across multiple channels and initiatives

·Ability to interpret and review results and provide optimization direction.

·Ability to prioritize work across the team to maximize effort towards initiatives that will drive the greatest impact for the business.

·Ability to find new ways to improve site effectiveness, understand the latest digital trends and a passion for innovation.

·The right person for this role will have a blend of consumer intuition, creativity, execution orientation, and the ability to think strategically to drive long-term success.

IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.

Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.