Director of Experience Projects

Lutheran Senior Services; St. Louis (MO); On-site; USD 95,000 - 145,000; Full time

Job summary

EverTrue seeks an Experience Projects Director to lead initiatives that foster wellbeing, connection, and purpose by gathering input from customers and employees and implementing improvements. You will partner with leadership, IT, operations, and marketing to deliver a consistent experience aligned with EverTrue’s mission.

You will guide cross-functional teams, develop constituent profiles and journey maps, analyze data, and drive improvements from initiation to completion using EverTrue’s tools

Qualifications

• Bachelor’s degree required.
• 5+ years in customer experience field.
• 5+ years in project management field.
• Senior living industry leadership experience preferred.
• Excellent written and verbal communication and presentation skills.
• Strong project management and organizational skills.
• Analytical skills with data-driven decision making.
• Business acumen and customer service orientation.
• Interpersonal and relationship-building abilities.
• Effective stakeholder management and conflict navigation.
• Self-motivated, independent, and initiative-taking.
• Flexible, adaptable, and innovative in changing priorities.
• Demonstrates integrity, discretion, and sound judgment.

Responsibilities

• Coordinates development and implementation of customer and employee experience strategies.
• Aligns experience strategies with goals partnering with leadership and functions.
• Collaborates to implement process improvements across the organization.
• Builds partnerships to promote a consistent experience across service lines.
• Communicates strategies and presents to leaders, translating feedback into plans.
• Develops journey maps to identify gaps and opportunities.
• Analyzes data to identify trends and inform design priorities.
• Monitors constituent satisfaction and identifies improvement opportunities.
• Aligns stakeholders around goals, timelines, and expectations.
• Manages experience projects from initiation through completion.
• Monitors progress and ensures deliverables stay on track.
• Evaluates projects for effectiveness and captures lessons learned.

Skills

Customer experience

Project management

Stakeholder management

Communication skills

Analytical skills

Leadership

Relationship building

Interpersonal skills

Adaptability

Education

Bachelor’s degree

Job description

Job Description:

Summary

The 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 Responsibilities

1. Coordinates the development and implementation of customer and employee experience strategies across the organization
2. 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 mission
3. Collaborates with operations leadership to implement and evaluate process improvements that enhance the customer and employee experience
4. Builds collaborative partnerships across EverTrue service lines, life plan and affordable housing communities, and departments to promote a consistent customer and employee experience
5. Communicates and presents experience strategies, recommendations, and work to EverTrue leaders, translating leadership feedback into actionable plans and priorities
6. Develops constituent profiles and journey maps to identify gaps between audience expectations and actual experiences and recommends actions to address identified opportunities
7. Analyzes employee, resident, and client data to identify trends, issues, and opportunities for improvement and uses those insights to inform experience design and priorities
8. Monitors and reports on constituent satisfaction, and identifies opportunities to improve the overall experience
9. Aligns stakeholders around experience goals, priorities, responsibilities, timelines, and expectations, proactively addressing concerns and project roadblocks
10. Manages experience projects from initiation through completion, developing project briefs, scope, timelines, deliverables, and implementation plans using EverTrue’s established tools and processes
11. Monitors project progress, timelines, deadlines, and deliverables to ensure work remains on track and within established project parameters
12. Evaluates completed experience projects for effectiveness and efficiency, identifies lessons learned and opportunities for improvement, and applies insights to future initiatives

Knowledge, Skills & Abilities

To perform this position successfully, an individual must be able to perform each essential duty satisfactorily.

• Bachelor’s degree required
• 5 or more years of prior experience working in the customer experience field
• 5 or more years prior experience working in the project management field
• Prior experience as a leader in the senior living industry preferred
• Exceptional 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 Conditions

The 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