Director Member Experience (Pasadena, CA)

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POSITION SUMMARY:

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.

ESSENTIAL POSITION FUNCTIONS:

MX Strategy & Operating Model Leadership: Own the enterprise Member Experience strategy, operating model, governance framework, and multi-year roadmap. Establish long-term priorities, success measures, and capability plans that advance Member Experience maturity and support organizational growth, retention, and service excellence objectives.

MX Program Impact, Value Realization & Business Case Leadership: Define and oversee the measurement of Member Experience outcomes, including retention, advocacy, growth, operational efficiencies, and cost avoidance. Develop and communicate data-driven business cases and value realization assessments that support strategic investment decisions and prioritization.

MX Governance & Accountability Leadership: Establish and lead enterprise Member Experience governance processes and forums to drive alignment, accountability, prioritization, and decision-making across business units. Ensure progress against strategic priorities, member journey initiatives, and experience outcomes is regularly reviewed with senior leadership.

Member Journey Portfolio Leadership: Own the enterprise Member Journey framework, standards, prioritization methodology, and transformation portfolio. Partner with journey owners and executive stakeholders to identify, prioritize, and oversee high-impact journey improvements aligned to measurable outcomes including loyalty, trust, retention, growth, and operational efficiency.

Voice of the Member (VoM) Framework & Insight-to-Action Leadership: Own Wescom's enterprise Voice of the Member framework, integrating feedback across surveys, reviews, complaints, unsolicited feedback, and other listening channels. Ensure member feedback is translated into clear priorities, actionable recommendations, and measurable improvements through disciplined insight-to-action governance.

Executive Partnership & Organizational Influence: Serve as the enterprise Member Experience thought partner and advisor to senior leadership. Advocate for member needs and experience considerations in strategic initiatives, policy decisions, operational changes, product development, and service delivery improvements. Drive cross-functional alignment through influence and shared accountability without direct operational authority.

Experience Quality, Service Standards & Competitive Leadership: Promote and support consistent, high-quality member experiences across all service channels. Monitor industry trends, benchmarks, competitive practices, and emerging technologies to identify opportunities that strengthen Wescom's market differentiation and member value proposition.

MX Technology, Innovation & Vendor Leadership: Own the strategic direction of the Member Experience technology ecosystem, including survey platforms, feedback management tools, and related vendor partnerships. Establish business requirements, evaluate emerging capabilities, and guide technology investments that enhance program effectiveness, scalability, analytics, and operational efficiency.

Team Leadership & Organizational Capability Development: Lead, coach, and develop a high-performing Member Experience team while advancing organizational understanding and adoption of Member Experience best practices. Build capability across journey management, experience measurement, Voice of the Member programs, and experience management disciplines. Promote a culture of member-centricity through education, collaboration, thought leadership, and support of strategic initiatives.

COMMITTEE PARTICIPATION:

Member of Management Team: Joins with all members of management to review and address member service delivery and related functions, operational policies, employee issues, quality control problems, planning items, and other Wescom activities. The position is eligible for the Credit Union's Management Team Incentive Program and Team Award.

EDUCATION AND EXPERIENCE:

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.

OTHER SKILLS AND ABILITIES:

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.

TECHNICAL SKILLS:

Serve as the functional owner of the MX technology ecosystem, including survey platforms, feedback management tools, and reporting dashboards. Evaluate emerging technologies, and manage vendor relationships to ensure tools align with evolving program needs.

Experience with survey and feedback platforms (e.g., Qualtrics, Medallia) including configuration, administration, and vendor relationship management. Familiarity with MX/CX technology ecosystems and the ability to evaluate tools and platforms that support program maturity.

Exposure to AI-enabled CX tools, including text and sentiment analytics, natural language processing, and predictive member behavior modeling.

Proficient in Microsoft 365 applications (Word, Excel, Outlook, PowerPoint, Teams).

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply and divide using whole numbers, common fractions, and decimals. Ability to compute rates, ratios, and percentages.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle or feel; reach with hands and arms, climb or balance, stoop kneel, crouch, crawl; talk or hear and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:

This position may qualify as Hybrid with a home base at Wescom's Pasadena offices. The Remote or Hybrid status may be discontinued by Wescom in its sole discretion at any time and for any reason or no reason, with or without notice by Wescom or Employee.

The work environment characteristics described here are representative of those an employee encounters while performing functions of this job.

The noise level in the work environment is moderately quiet. It is a non-smoking environment.

The above job requirements are representative of minimum levels of knowledge, skills, and abilities. The marginal functions have not been included. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description in no way implies that these are the only duties to be performed. An employee will be required to follow any other job-related instructions and duties as requested by the supervisor and/or management.