Director, Member Experience & Growth Strategy

Wescom Financial Services, LLC; Pasadena (CA); Hybride; USD 176 000 - 273 000; Plein temps

Avantages offerts par ce poste

Remote and hybrid work options

401(k) Plan with employer matching

Paid time off

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Leadership

Governance

Data analysis

Communication

Strategic thinking

Formation

CCXP certification

Outils

Qualtrics

Medallia

Microsoft 365

Description du poste

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