Director, Member Experience & Strategy

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

Benefits offered by this job

Hybrid work environment

Job summary

Wescom Financial in Pasadena, CA seeks a Director of Member Experience to lead the enterprise MX strategy, governance framework, and operating model. You will direct the Voice of the Member program, align initiatives across business units, and oversee the centralized Member Journey framework to drive loyalty and growth.

You will supervise the MX team, define strategic priorities, mature MX capabilities, and translate insights into measurable business outcomes, transformation initiatives, and

Qualifications

• 10+ years of member/customer experience experience, with leadership in strategic planning and execution.
• Experience maturing enterprise MX programs, governance, or operating models.
• Strong ability to influence cross-functional teams and present to executives.

Responsibilities

• Own the enterprise Member Experience strategy, governance, and multi-year roadmap.
• Lead measurement of MX outcomes including retention and loyalty; build business cases and value realization assessments.
• Establish and drive MX governance processes across business units and senior leadership.

Skills

Leadership

Strategy

Stakeholder comms

Data-driven decisions

Voice of the Member

Tools

Survey platforms (Qualtrics/Medallia)

Job description

Wescom Financial in Pasadena, CA seeks a Director of Member Experience to lead the enterprise MX strategy, governance framework, and operating model. You will direct the Voice of the Member program, align initiatives across business units, and oversee the centralized Member Journey framework to drive loyalty and growth.

You will supervise the MX team, define strategic priorities, mature MX capabilities, and translate insights into measurable business outcomes, transformation initiatives, and