VP of Warrior Experience & Digital Transformation

Wounded Warrior Project; Chicago (IL); Hybrid; USD 180,000 - 215,000; Full time

Benefits offered by this job

Medical/Prescription drug coverage

Dental coverage

Vision coverage

Life/AD&D

Short-term Disability

Long-term Disability

Employee Assistance Program

401(k) retirement plan

Paid time off (PTO)

Sick Leave

Family Care Leave

Paid Holidays

Birthday Holiday

Education Assistance

Teammate Wellness Program

Bereavement Leave

Job summary

Wounded Warrior Project (WWP) is seeking a visionary Vice President of Warrior Experience to lead enterprise-wide strategy, overseeing the Warrior Experience, Digital Experience, Resource Center, and Centralized Intake & Screening functions. This role requires senior leadership to drive integrated, accessible support across programs and engagement channels.

The position champions a human-centered, data-driven approach, aligns people, processes, technology, and programs, and reports to the

Qualifications

• Ten years of progressive leadership experience in customer or member experience, digital transformation, operations, service delivery, or a related field.
• Eight years of staff management experience.
• Experience developing and executing enterprise-wide strategic initiatives, including leading organizational transformation and change management efforts.
• Experience overseeing digital platforms and digital engagement ecosystems.
• Experience leading customer service, contact center, resource center, intake, or related service delivery operations.

Responsibilities

• Develop and execute an enterprise-wide Warrior Experience strategy aligned with organizational mission, vision, and strategic priorities.
• Serve as the senior leader responsible for a consistent, personalized, accessible, and integrated warrior experience across all lines of business.
• Partner with executive leadership to establish priorities, operational plans, and organizational strategies that advance warrior engagement, affinity, outcomes, and innovation.
• Represent the voice of the warrior in senior decision-making, strategic planning, budgeting, transformation efforts, and organizational change initiatives.
• Provide senior oversight of the organization's digital experience strategy, including self-service platforms, mobile applications, online communities, personalized communications, learning platforms, AI-enabled tools, and other digital engagement platforms.

Skills

Leadership

Strategic planning

Customer experience

Digital engagement

Cross-functional collaboration

Data-driven decision-making

Stakeholder influence

Communication

Education

Bachelor's degree

Master's degree preferred

Job description

Wounded Warrior Project (WWP) is seeking a visionary Vice President of Warrior Experience to lead enterprise-wide strategy, overseeing the Warrior Experience, Digital Experience, Resource Center, and Centralized Intake & Screening functions. This role requires senior leadership to drive integrated, accessible support across programs and engagement channels.

The position champions a human-centered, data-driven approach, aligns people, processes, technology, and programs, and reports to the