Director, Member Experience & Growth Strategy

Wescom Financial Services, LLC; Pasadena (CA); Hybrid; USD 176,000 - 273,000; Full time

Benefits offered by this job

Remote and hybrid work options

401(k) Plan with employer matching

Paid time off

Job summary

Wescom Financial Services, LLC seeks a Director to lead the Member Experience (MX) function, owning the enterprise MX strategy, governance, and operating model. This executive will drive member-centric strategies across business units and supervise the MX team to deliver insights, governance, and transformation initiatives.

The role focuses on driving loyalty, trust, retention, and growth through governance, measurement, and enterprise journey management, including AI‑enabled insights and

Qualifications

• Minimum 10+ years of experience in member/customer experience and leadership in strategy execution.
• Certified Customer Experience Professional (CCXP) designation is highly preferred.

Responsibilities

• Lead enterprise Member Experience strategy, governance, and multi‑year roadmap.
• Define and measure MX outcomes, develop data‑driven business cases.
• Establish governance processes and forums for cross‑functional alignment.
• Oversee the enterprise Member Journey framework and priority improvements.
• Own Voice of the Member framework and translate feedback into action.

Skills

Leadership

Governance

Data analysis

Communication

Strategic thinking

Education

CCXP certification

Tools

Qualtrics

Medallia

Microsoft 365

Job description

Wescom Financial Services, LLC seeks a Director to lead the Member Experience (MX) function, owning the enterprise MX strategy, governance, and operating model. This executive will drive member-centric strategies across business units and supervise the MX team to deliver insights, governance, and transformation initiatives.

The role focuses on driving loyalty, trust, retention, and growth through governance, measurement, and enterprise journey management, including AI‑enabled insights and