Director, Member Experience & Service Excellence
About The Position
The Director, Member Experience & Service Excellence leads the enterprise governance and operationalization of established member experience and service standards, ensuring they are consistently understood, measured, and reinforced across the organization. The role partners across business lines to identify experience gaps, strengthen service delivery, and advance a consistent and differentiated member experience. Within Member Experience, the Director provides leadership across service quality, experience insights, first-line monitoring and controls, and internal team member support. The role uses member feedback, operational performance, monitoring results, and frontline insights to identify risk, address systemic issues, and drive sustainable improvement. The Director also leads and develops the Service Excellence team and serves as an advocate for the member experience, ensuring member needs and established service and hospitality principles are represented in operational decisions and continuous improvement efforts.
Requirements
- Bachelor’s degree in business, operations, hospitality, customer/member experience, or a related field, or an equivalent combination of education and relevant experience.
- At least 7 years of progressively responsible experience in member/customer experience, service excellence, operations, quality, risk and controls, or a related discipline.
- At least 3 years of experience in a leadership capacity.
- Ability to lead across organizational boundaries and influence senior leaders and cross-functional partners without direct authority.
- Experience leading service quality, experience measurement, operational monitoring, governance, risk and control, or continuous improvement programs.
- Strong understanding of first-line risk management, internal controls, monitoring, issue identification, remediation, and escalation within a regulated environment.
- Ability to translate quantitative and qualitative information into meaningful insights, executive-level recommendations, and measurable improvements.
- Strong business acumen and ability to connect member experience, operational performance, risk, employee experience, and organizational outcomes.
- Exceptional communication, relationship-building, and leadership skills, including the ability to navigate complex situations and drive accountability across multiple stakeholders.
Nice To Haves
- Experience in a complex, highly regulated, multi-channel service environment.
- Fluency in a second language in addition to English; bilingual individuals are highly encouraged to apply.
Responsibilities
- Lead enterprise governance and operationalization of established member experience and service standards, ensuring they are measured, reinforced, and embedded across business lines and service channels.
- Partner with organizational leaders to advance service excellence by identifying gaps and opportunities and influencing improvements to processes, systems, and member experiences.
- Lead Member Experience first-line monitoring and control activities; establish and maintain a risk-based monitoring framework to assess key controls and compliance with applicable policies, procedures, regulatory requirements, and operational expectations.
- Ensure identified issues are documented, escalated, remediated, and monitored in partnership with business leaders, Risk, Compliance, and other control functions.
- Lead service quality and experience measurement across Member Experience, integrating member feedback, quality results, operational data, monitoring results, and frontline insights to identify trends, risks, and improvement opportunities.
- Lead the internal team member support function, ensuring frontline teams have effective support and resources for complex member situations and using escalation themes to identify systemic issues and improvement opportunities.
- Drive root-cause analysis and closed-loop improvement for recurring service, operational, and experience breakdowns, partnering across functions to establish accountability and achieve sustainable resolution.
- Develop executive-level reporting and insights on service excellence, member experience performance, first-line monitoring, emerging risks, and opportunities for improvement.
- Partner with Operational Training and other enterprise functions to translate service, quality, monitoring, and experience insights into capability, process, and performance improvements while maintaining clear functional ownership.
- Advocate for the member experience, representing member needs and established service and hospitality principles in operational decisions and continuous improvement efforts.
- Lead and develop the Service Excellence team, establishing priorities, accountability, and capabilities to support enterprise service excellence and the broader Member Experience organization.
Benefits
- Competitive benefits package
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What This Job Offers
Job Type
Full-time
Career Level
Director
