Vice President of Member Experience

Overview As Vice President of Member Experience, you will lead the end-to-end member experience across all channels to drive loyalty and growth. You will partner with cross-functional teams and technology partners to shape a member-centric roadmap and ensure execution from design to adoption. You will foster service innovation, measure experience outcomes, and continuously evolve the MX strategy in a fast-paced AI-enabled environment. Your leadership will unify omnichannel design, analytics, and transformation to deliver a seamless, consistent member journey. This role offers strategic influence across the organization, with a clear focus on impact, governance, and measurable improvement. Responsibilities Define and manage the comprehensive MX roadmap aligned with enterprise goals and brand Set experience principles, standards, and service models for all touchpoints Oversee multi-year transformation initiatives across digital and physical channels Collaborate with Switch Think to select and implement technology that supports the MX vision Lead execution of the roadmap with governance and accountability structures Ensure consistent, personalized experiences across channels Partner with Marketing for insights; establish executive review cadence for experience metrics Drive continuous improvement, experimentation, and pilots; retire ineffective approaches Contribute to the enterprise digital/tech roadmap and remove cross-channel frictions Lead and develop the Experience & Transformation team; manage budget and performance Key requirements Bachelor in Organizational Design 10+ years of progressive omni-channel experience in service design or transformation 8+ years of progressive leadership experience Strategic and systems thinking across the member lifecycle Experience measurement and analytics (CSAT, NPS, CES, journey indicators) with analytics collaboration Change management and transformation leadership Executive communication with senior leaders and boards Influence without authority in a matrixed environment Financial acumen for business cases and ROIJourney and service design methodology (blueprinting, mapping, moments of truth)Coaching and talent developmentCRM and experience platforms proficiency (Salesforce or equivalent), digital analytics, and feedback tools Knowledge of financial services products and regulatory environment Up to 25% travelcollaborationstrategic communicationinfluence Salesforce (CRM) or equivalentdigital analyticsmember-feedback tools