This position provides strategic planning and programmatic deliverables to simplify and enhance member experiences across the enterprise. Starting with a thorough understanding of the member experience strategy, the incumbent leverages data, member insights, and member feedback to create a prioritized list of activities that will lead to demonstrated business improvements. Serving as a bridge between product marketing and member experience, this individual will establish oneself as a member evangelist and demonstrate how improving member experience leads to increased participation. This individual will use internal and external benchmarks and trends to identify and rationalize areas of focus, and use these insights to gain executive alignment and build consensus around strategic direction.
The incumbent should possess and extensive body of knowledge in the area of member research, analysis of measured results, insights development, integrated Omni-channel marketing and strategy development. Formal training and/or experience with MX strategies and design is preferred but not required. At a minimum, a well-formulated desire and plan to translate past experience and future training into MX expertise is required.