Director of Experience Projects

Evertrue; Brentwood (MO); Sur place; USD 95 000 - 125 000; Plein temps

Résumé du poste

EverTrue in Brentwood, MO is seeking an Experience Projects Director to coordinate initiatives that foster wellbeing, connection, and purpose for customers and team members.

You will gather input from across the organization and translate feedback into actionable plans to improve the overall experience.

Qualifications

• Bachelor’s degree required.
• 5+ years in customer experience and 5+ years in project management.
• Leadership experience in senior living industry preferred.
• Excellent written and verbal communication and presentation skills.

Responsabilités

• Coordinate the development and implementation of customer and employee experience strategies.
• Align strategies with organizational goals across IT, operations, and marketing.
• Collaborate with leadership to implement process improvements to enhance experience.
• Build partnerships across service lines and departments to ensure consistency.
• Communicate strategies and translate feedback into actionable plans.
• Develop constituent profiles and journey maps to identify gaps.
• Analyze data to identify trends and opportunities for improvement.
• Monitor constituent satisfaction and identify improvement opportunities.
• Align stakeholders, manage timelines and address roadblocks proactively.
• Manage experience projects from initiation to completion with briefs and plans.
• Monitor progress and ensure deliverables meet parameters.
• Evaluate completed projects and apply lessons learned to future work.

Connaissances

Communication

Presentation

Project management

Data analysis

Stakeholder management

Leadership

Emotional intelligence

Adaptability

Formation

Bachelor's degree

Description du poste

Job Description:SummaryThe Experience Projects Director coordinates the creating of experiences that foster wellbeing, connection, and purpose for our customers and team members by working with the EverTrue leadership and proactively gathering, evaluating, and analyzing input from our organization’s customers and employees and implements improvements to the overall experience.Essential Duties and Responsibilities1. Coordinates the development and implementation of customer and employee experience strategies across the organization2. Aligns customer and employee experience strategies with organizational goals and outcomes, partnering with leadership and key functions including IT, operations, and marketing to deliver a consistent experience aligned with EverTrue’s mission3. Collaborates with operations leadership to implement and evaluate process improvements that enhance the customer and employee experience4. Builds collaborative partnerships across EverTrue service lines, life plan and affordable housing communities, and departments to promote a consistent customer and employee experience5. Communicates and presents experience strategies, recommendations, and work to EverTrue leaders, translating leadership feedback into actionable plans and priorities6. Develops constituent profiles and journey maps to identify gaps between audience expectations and actual experiences and recommends actions to address identified opportunities7. Analyzes employee, resident, and client data to identify trends, issues, and opportunities for improvement and uses those insights to inform experience design and priorities8. Monitors and reports on constituent satisfaction, and identifies opportunities to improve the overall experience9. Aligns stakeholders around experience goals, priorities, responsibilities, timelines, and expectations, proactively addressing concerns and project roadblocks10. Manages experience projects from initiation through completion, developing project briefs, scope, timelines, deliverables, and implementation plans using EverTrue’s established tools and processes11. Monitors project progress, timelines, deadlines, and deliverables to ensure work remains on track and within established project parameters12. Evaluates completed experience projects for effectiveness and efficiency, identifies lessons learned and opportunities for improvement, and applies insights to future initiativesKnowledge, Skills & AbilitiesTo perform this position successfully, an individual must be able to perform each essential duty satisfactorily.Bachelor’s degree required5 or more years of prior experience working in the customer experience field5 or more years prior experience working in the project management fieldPrior experience as a leader in the senior living industry preferredExceptional written and verbal communication and presentation skills, with the ability to effectively communicate with stakeholders at all levels of the organization.Strong project management, prioritization, and organizational skills.Strong analytical skills with the ability to use data and insights to inform decisions and drive results.Strong business acumen and customer service orientation.Strong interpersonal and relationship-building skills, with the ability to collaborate with and influence others.Effective stakeholder management skills, including the ability to align priorities, manage expectations, and navigate competing needs.Strong active listening and emotional intelligence skills, with the ability to navigate conflict, motivate teams, and identify potential risks.Self-motivated and able to work independently, exercise sound judgment, and take initiative.Flexible, adaptable, and innovative in responding to changing priorities and business needs.Demonstrates integrity, discretion, responsiveness, and sound judgment.Demonstrates a strong commitment to EverTrue’s mission and values.Physical Requirements and Working ConditionsThe physical activities, demands and work environment described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job duties and responsibilities.A well-lighted and ventilated working area that has its own temperature control system (air conditioning and heat). The work will have some short notice requests, timelines for completion of tasks or reports and some major projects extending over months. Periodic overnight travel to locations within region.This job description in no way states or implies that these are the only duties to be performed by those assigned to this position. The job description and job functions described herein are subject to possible modification by EverTrue in accordance with applicable federal, state, and local laws.Additional Information:N/A