Director of Member Experience

Responsibilities

Kforce client is seeking a Director of Member Experience. Responsibilities:

• Focus on hands-on leadership and oversight of Member Services/Experience operations
• Managing recurring and ad hoc deliverables such as: NPS and member satisfaction surveys, monthly deliverables-flash and management reports
• Day-to-day guiding and coaching direct report to achieve team and department objectives
• Execution of 2025 Member Experience roadmap and 2026 planning
• Supporting 3-year Member Experience strategy; Will be responsible for its execution to achieve target strategic objectives
• Managing Qualtrics vendor relationship to drive continuous improvement and implement industry best practices
• Supporting other department and organizational projects as a member evangelist and liaison
  
  

Requirements

• Bachelor's degree preferred
• 7 years of experience in a Customer (Member) Experience role including at least 2 years in a Senior Manager/Director
• Director level experience in strategic planning and driving initiatives
• Expertise in best practices and industry peer benchmarking
• Demonstrated experience how they have been a CX change agent and have produced results, including CX Program maturity, CX Governance, Customer Journey Mapping, etc.
• Proficient in Microsoft Applications (Word, Excel, Outlook, PowerPoint), mobile devices (iOS and Android)
• Solid understanding of using the web and web applications
  
  

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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