SVP of Member Experience

Job Summary

A company is looking for a SVP, Member Experience to lead and innovate customer experience strategies.

Key Responsibilities

• Design and execute the end-to-end experience strategy aligned with growth objectives
• Drive integration of marketing, service, and product into a cohesive customer journey
• Build and operationalize a Voice of Customer (VOC) and feedback system to track experience KPIs

Required Qualifications

• 12+ years of leadership experience in member/customer experience or digital strategy
• Experience in a large enterprise environment, transitioning to a smaller PE-backed company
• Digital-native/D2C background with experience in Digital Product or eCommerce
• Proven success in leading transformation and change management efforts
• Experience in regulated industries such as insurance, healthtech, or fintech is a plus