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MINIMUM QUALIFICATIONS

• Bachelor's degree and relevant experience in business operations, user experience, product management or marketing; Master's degree a plus.
• Minimum of ten years in customer or member-facing roles; five years in B2B financial services organizations.
• Minimum of five years in supervisory positions; AVP or Director level experience preferred.
• Experience leading customer/member insights and market research, journey mapping and persona development, experience design, and project planning and management.
• Technologically savvy; broad understanding of technical platforms used to advance business functions and customer/member experience programs.
• Proven track record of leading high-performing teams with strong leadership, team management, and coaching skills.
• Excellent interpersonal skills; able to influence and build collaborative relationships with internal and external business leaders and cross-functional teams.
• Strong written, presentation and verbal communication skills.
• Ability to thrive in an atmosphere of constant change.

• Oversee UEX program and leverage UE Council in high-level program governance; designate key staff as UEX ambassadors, schedule meetings, and solicit input to inform projects.
• Serve as the UEX advocate in company strategic and business planning processes, demonstrating improved UEX as a means to achieving UE business goals and objectives.
• Design and maintain constituent (i.e., members, brokers and prospective customers) journey maps for every phase of lifecycle from acquisition, onboarding, engagement, renewal, and advocacy.
• Define and manage UEX project roadmaps and coordinate processes needed to implement them across the organization.
• Partner and coordinate with Project Management, IT, Communications and other functional departments in managing and delivering ongoing process and system improvements supporting UE corporate, product and service strategies.

• Define and build a voice of constituent (VOC) program that collects the necessary constituent data to measure the impact and efficacy of UEX improvement initiatives on business objectives and return on program investments.
• Establish enterprise-wide measurement plan, scorecard and processes focused on all constituent touch points meaningful to the UE business; communicate results effectively to the UE Council.
• Participate in and lead elements of research, testing, metrics analysis, data insights, and experimentation to inform both business and UEX program decisions.
• Monitor best practices in constituent experience measurement methods to ensure continuous improvement in VOC program capabilities.
• Study and gain deep understanding of constituent pain points and moments of truth; lead process to consider options and decide on solutions that deliver greatest impact and return; manage implementation.
• Act as a UEX advocate by meeting with members and brokers, and analyze sources of feedback and data to enhance existing and inform future products and services.