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Provides strategic and hands-on leadership of Wescom Financial's Member Experience (MX) function.Owns the enterprise Member Experience strategy, governance framework, and operating model, ensuring ... Show more
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IMPORTANT: after you apply, please check your email.We send you a link to complete your application — it is not considered until that last step is done.If you do not see it, check your spam folder.... Show more
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The average salary range is between $ 79,875 and $ 227,500 year , with the average salary hovering around $ 105,000 year .
The average salary range is between $ 58,518 and $ 155,836 year , with the average salary hovering around $ 100,651 year .
Provides strategic and hands-on leadership of Wescom Financial's Member Experience (MX) function. Owns the enterprise Member Experience strategy, governance framework, and operating model, ensuring alignment with organizational growth, retention, service excellence, and member-centric objectives. The Director serves as Wescom's enterprise Voice of the Member (VoM) leader and member advocate, operating through a shared accountability model to drive alignment, prioritization, and accountability across business units. This role establishes enterprise governance, oversees the centralized Member Journey framework, and ensures member insights are translated into measurable business outcomes and experience improvements. Directly supervises the MX team and is responsible for defining strategic priorities, maturing MX program capabilities, advancing organizational member-centricity, and ensuring delivery of actionable insights, governance, and transformation initiatives that strengthen loyalty, trust, and retention.
Salary Grade: 164E Salary Pay Range for This Position: $176,348.00 - $273,417.00
Minimum 10+ years of progressive experience in member/customer experience, with 5+ years in a leadership capacity across strategic planning and execution, journey mapping and management, and related disciplines. Preferably in financial services. Minimum of 5+ years of experience managing a member/customer experience team. Certified Customer Experience Professional (CCXP) designation or equivalent certification in experience management is highly preferred. Demonstrated experience developing and maturing an enterprise Member/Customer Experience program, governance framework, or operating model. Experience in calculating, trending, and forecasting MX KPIs. Performing data-analysis and interpreting MX results and drivers. Experience leading or influencing cross-functional initiatives without direct operational authority preferred. Strong people management skills, including experience recruiting, training, coaching, and performance management. Ability to effectively analyze and understand complex concepts and be able to explain them in layman's terms using concise written and verbal communication. Demonstrated experience presenting recommendations, business cases, and strategic initiatives to executive leadership and stakeholders across all levels of the organization. Self-starter with the ability to effectively work in a fast-paced environment with concurrent and shifting priorities with proactive self-organization and time management. Knowledge and experience implementing and maturing Member Experience vision, strategy, governance, and upkeep with best practices are highly desired. Awareness of emerging technologies such as AI-driven text analytics, sentiment analysis, and predictive modeling as applied to customer/member experience management is preferred.
Excellent oral and written communication skills, with demonstrated ability to effectively present MX insights and recommendations to executive audiences. Strong cross-functional collaboration and influence skills; able to drive alignment through a shared accountability model without direct execution authority. Proven ability to think strategically while executing tactically in a hands-on capacity. Strong interpersonal and management skills with the ability to enable team collaboration and hold partners accountable.
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