Measures, evaluates, visualizes, and communicates experience performance.
Leads, influences, and implements tactical and strategic actions related to product and/or business needs.
Responsible for financial, regulatory, and operational risk management.
Identifies, prioritizes, and develops IT work in partnership with key stakeholders.
Leverages human-centered design methodology to drive design improvements.
Develops, maintains, and implements Key Performance Indicators (KPIs).
Partners with process owners to ensure ongoing documentation and process certification.
Identifies acceptable performance limits and establishes control plans to monitor performance.

Bachelor’s degree; OR 4 years of related experience may be substituted in lieu of the degree.
8 years of experience in customer experience, strategy, process, analytics, digital, user experience design, or marketing OR an Advanced degree and 6 years of relevant experience.
6 years of progressive related experience developing, implementing, executing, creating, and/or managing customer or employee experience strategies.
Comprehensive understanding and experience applying best practices for implementing a voice-of-the-customer program.
In-depth understanding of process improvement approaches.
Demonstrated experience identifying key performance indicators to measure before & after changes.
Expert knowledge of and demonstrated success at developing, executing, and refining strategies.
Experience in implementing and sustaining change/improvements.

Owner Lead – Member Communications

Key skills