Director Member Experience (Pasadena, CA)

Salary Grade: 164E Salary Pay Range for This Position: $ - $

Provides strategic and hands-on leadership of Wescom Financial’s Member Experience (MX) function. Owns the enterprise Member Experience strategy, governance framework, and operating model, ensuring alignment with organizational growth, retention, service excellence, and member‑centric objectives. The Director serves as Wescom’s enterprise Voice of the Member (VoM) leader and member advocate, operating through a shared accountability model to drive alignment, prioritization, and accountability across business units.

This role establishes enterprise governance, oversees the centralized Member Journey framework, and ensures member insights are translated into measurable business outcomes and experience improvements. Directly supervises the MX team and is responsible for defining strategic priorities, maturing MX program capabilities, advancing organizational member‑centricity, and ensuring delivery of actionable insights, governance, and transformation initiatives that strengthen loyalty, trust, and retention.

• MX Strategy & Operating Model Leadership:
  Own the enterprise Member Experience strategy, operating model, governance framework, and multi‑year roadmap. Establish long‑term priorities, success measures, and capability plans that advance Member Experience maturity and support organizational growth, retention, and service excellence objectives.
• MX Program Impact, Value Realization & Business Case Leadership:
  Define and oversee the measurement of Member Experience outcomes, including retention, advocacy, growth, operational efficiencies, and cost avoidance. Develop and communicate data‑driven business cases and value realization assessments that support strategic investment decisions and prioritization.
• MX Governance & Accountability Leadership:
  Establish and lead enterprise Member Experience governance processes and forums to drive alignment, accountability, prioritization, and decision‑making across business units. Ensure progress against strategic priorities, member journey initiatives, and experience outcomes is regularly reviewed with senior leadership.
• Member Journey Portfolio Leadership:
  Own the enterprise Member Journey framework, standards, prioritization methodology, and transformation portfolio. Partner with journey owners and executive stakeholders to identify, prioritize, and oversee high‑impact journey improvements aligned to measurable outcomes including loyalty, trust, retention, growth, and operational efficiency.
• Voice of the Member (VoM) Framework & Insight‑to‑Action Leadership:
  Own Wescom’s enterprise Voice of the Member framework, integrating feedback across surveys, reviews, complaints, unsolicited feedback, and other listening channels. Ensure member feedback is translated into clear priorities, actionable recommendations, and measurable improvements through disciplined insight‑to‑action governance.
• Executive Partnership & Organizational Influence:
  Serve as the enterprise Member Experience thought partner and advisor to senior leadership. Advocate for member needs and experience considerations in strategic initiatives, policy decisions, operational changes, product development, and service delivery improvements. Drive cross‑functional alignment through influence and shared accountability without direct operational authority.
• Experience Quality, Service Standards & Competitive Leadership:
  Promote and support consistent, high‑quality member experiences across all service channels. Monitor industry trends, benchmarks, competitive practices, and emerging technologies to identify opportunities that strengthen Wescom’s market differentiation and member value proposition.
• MX Technology, Innovation & Vendor Leadership:
  Own the strategic direction of the Member Experience technology ecosystem, including survey platforms, feedback management tools, and related vendor partnerships. Establish business requirements, evaluate emerging capabilities, and guide technology investments that enhance program effectiveness, scalability, analytics, and operational efficiency.
• Team Leadership &…