Director of Member Experience & Strategy

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

Job summary

Wescom Financial in Pasadena seeks a Director of Member Experience to lead the MX function, setting strategy, governance, and the operating model to deliver member-centric outcomes.

The role oversees the journey framework, Voice of the Member, and analytics, partnering with senior leadership to drive loyalty, retention, and growth while guiding technology investments and building MX capabilities. This position offers a hybrid work arrangement with the Pasadena base.

Qualifications

• Minimum 10+ years in member/customer experience with 5+ years in leadership.
• CCXP designation or equivalent certification in experience management is highly preferred.
• Experience developing and maturing an enterprise Member/Customer Experience program, governance framework, or operating model.
• Experience in calculating, trending, and forecasting MX KPIs and interpreting MX results.
• Experience leading or influencing cross-functional initiatives without direct operational authority.
• Strong people management skills, including experience recruiting, training, coaching, and performance management.
• Ability to effectively analyze and explain complex concepts in concise terms.
• Experience presenting recommendations and strategic initiatives to executive leadership.

Responsibilities

• Lead the enterprise MX strategy, operating model, governance processes, and multi-year roadmaps.
• Define and oversee measurement of MX outcomes and develop data-driven business cases.
• Establish enterprise MX governance and drive cross-unit accountability.
• Own the enterprise Member Journey framework and prioritize high-impact improvements.
• Lead Voice of the Member framework and translate feedback into actionable plans.
• Partner with senior leadership to align MX with strategic initiatives and policy decisions.
• Develop the MX team and advance organizational capabilities in journey management and analytics.
• Monitor industry trends and emerging technologies to strengthen member value.

Skills

Strategic leadership

Cross-functional collaboration

Executive communication

Data-driven decision making

People management

Education

CCXP certification

Tools

Qualtrics

Medallia

Microsoft 365

Job description

Wescom Financial in Pasadena seeks a Director of Member Experience to lead the MX function, setting strategy, governance, and the operating model to deliver member-centric outcomes.

The role oversees the journey framework, Voice of the Member, and analytics, partnering with senior leadership to drive loyalty, retention, and growth while guiding technology investments and building MX capabilities. This position offers a hybrid work arrangement with the Pasadena base.