Copy of Director, Prospect Experience & Data

About the Role

Key Responsibilities

• Assist with execution of prospect/new member experience strategy and vision for Sales/Marketing team; set clearly defined goals and the plans to achieve them; oversee their implementation and execution.
• Work collaboratively with the Member Experience Lead and other departments internally to deliver results.
• Map key end-to-end prospect journeys, reimagining optimal experiences for customers and employees in a digital-only world, and build/execute on a roadmap of initiatives.
• Assess needs at each touchpoint in the prospect journey to ensure a seamless experience that drives member adoption, utilization, and satisfaction.
• Interpret prospect/new member experience measurements and develop needs and use cases through customer journeys into business requirements.
• Gain understanding of how new members engage with the program across all touch points and continually evolve and optimize engagement strategies.
• Drive KPI measurement, reporting, and automation; develop dashboards and report on key business and operational activities.
• Introduce relevant prospect/new member engagement functionalities and leverage emerging innovations.
• Participate in digital journey/transformation events and incorporate innovative processes into best practices.
• Understand and leverage technology tools to improve experience and increase conversion.
• Coordinate with member experience, Business Analytics, and sales/marketing teams to collect and analyze member feedback and improve online review scores.
• Develop relationships across the ministry to increase understanding of member needs and drive issue resolution.
• Leverage data analytics and workflows to react quickly to new member experiences and maximize member enthusiasm.

Requirements

• Ability to communicate effectively in written, oral, and digital formats.
• Knowledge of HubSpot, Salesforce, AI, Sales/Marketing processes.
• Experience with analytics and process improvement methodologies (Six Sigma, LEAN).
• Experience creating and using customer journey maps.
• Proven success in analytical and conceptual-thinking situations including financial management.
• Proven ability to motivate, inspire, and lead a growing team in an ever-changing environment.
• Ability to synthesize large quantities of information and express complex concepts clearly.
• Ability to think strategically and turn a long-term roadmap into reality.
• Advanced skill with Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Bachelor's degree in Business, Marketing, or related field; Master's degree preferred.
• 5-7 years' progressive leadership experience; 8-10 years' experience in customer-centric roles.
• Six Sigma, Lean, Agile, CX Certification, or PMP/other project management certification preferred.

Nice to Have

• Knowledge of Verint, Speech Analytics.
• Supervisory responsibilities experience, especially building relationships and influencing peers and leaders.

Qualifications

• Bachelor's degree in Business, Marketing, or related field.
• Master's degree preferred.
• 5-7 years' progressive leadership experience.
• 8-10 years' experience in customer-centric roles.
• Six Sigma, Lean, Agile, CX Certification, or PMP/other project management certification preferred.

Benefits & Perks

• 100% paid Medical for employees/99% for family.
• Employer-paid Life Insurance (3x salary) and Long-term Disability Insurance.
• 6 weeks of paid parental leave for both mom and dad.
• Dental plans, Vision, Short-term Disability, Accident, Critical Illness, Hospital Indemnity.
• 401(k) with up to 4% match on ROTH or Traditional contributions.
• Generous paid-time off and 11 paid holidays.
• Wellness plan with financial, occupational, mental/spiritual, and physical health incentives.
• Employee Assistance Program including no-cost mental health visits and discounts.
• Monetary Anniversary and Birthday Awards.