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 an optimal experience for customers and employees in a digital-only world, and build/execute a roadmap of initiatives.
• Assess needs at each touchpoint in the prospect journey and define the experience required to ensure a seamless journey that drives member adoption, utilization, and satisfaction.
• Interpret prospect/new member experience measurements and develop needs and use cases to improve member engagement and conversion metrics.
• Drive KPI measurement, reporting, and automation, serving as the key liaison to Business Analytics for dashboard development.
• Provide clarity via data for revenue and bottom-line results across channels and report on key business activities.
• Introduce relevant engagement functionalities and leverage emerging innovations to enhance the member experience.
• Participate in digital journey/transformation events and incorporate innovative processes into best practice approaches.
• Understand and leverage technology tools (e.g., HubSpot, Salesforce, AI) to improve experience and increase conversion.
• Coordinate with member feedback forums and surveys to support prospect and new member experience improvements.
• Develop relationships across the ministry to increase understanding of member needs and drive issue resolution.
• Utilize data analytics and workflows to react quickly to new member experiences and maximize enthusiasm while minimizing costs.

Requirements

• Ability to communicate effectively in written, oral, and digital formats.
• Knowledge of HubSpot, Salesforce, AI, and Sales/Marketing processes.
• Experience with analytics and process improvement methodologies such as Six Sigma, LEAN, or Agile.
• Experience creating and using customer journey maps.
• Strong written and verbal communication skills, with the ability to articulate ideas clearly and concisely.
• Proven success in analytical and conceptual thinking, including financial management.
• Ability to motivate and lead a team in a dynamic environment.
• Ability to collaborate cross-functionally to achieve business objectives.
• Ability to synthesize large amounts of information and express complex concepts effectively.
• Strategic thinking skills to translate long-term roadmaps into actionable initiatives.
• Advanced proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Bachelor's degree in Business, Marketing, or related field; Master's degree preferred.
• 5-7 years of progressive leadership experience with leading teams; 8-10 years in customer-centric roles.

Nice to Have

• Six Sigma, Lean, Agile, CX Certification, or PMP/other project management certification.

Qualifications

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

Benefits & Perks

• 100% paid Medical for employees and 99% for family.
• Employer-paid Life Insurance (3x salary) and Long-term Disability Insurance.
• Six weeks of paid parental leave for both mom and dad.
• Dental and Vision plans.
• Short-term Disability, Accident, Critical Illness, Hospital Indemnity coverage.
• 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 with free mental health visits and discounts.
• Monetary Anniversary and Birthday Awards.