Strategic Experience Programs Director

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

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