What You\'ll Do

This position will be located at our Corporate Office: 2355 W Pinnacle Peak Rd, Phoenix, AZ 85027

The Director of Member Engagement is responsible for developing and executing the organization\'s enterprise-wide member experience strategy, ensuring every interaction strengthens member engagement, satisfaction, loyalty, and long-term relationships.

This leader serves as the voice of the member across the organization, using member feedback, experience insights, journey mapping, research, and data analysis to identify opportunities, remove barriers, and improve experiences throughout the member lifecycle and across all channels.

The Director of Member Engagement partners closely with business leaders, operations, technology, product, marketing, and analytics teams to translate member needs into actionable strategies that improve member outcomes and support organizational growth. This role establishes experience standards, performance measures, and governance practices that promote accountability and consistency across the organization.

Through strategic leadership and continuous improvement, the Director of Member Engagement champions a member-centered culture that strengthens trust, deepens relationships, and creates meaningful and differentiated member experiences.

Essential Functions

• Carries out leadership responsibilities in accordance with organizational policies, values, and applicable laws; ensures effective hiring, development, performance management, and employee relations practices, either directly or through others, as appropriate to the role.
• Provide leadership and oversight for the Member Engagement and User Experience functions, ensuring alignment with organizational strategy and member experience objectives.
• Develop and execute a comprehensive member experience strategy that supports member satisfaction, loyalty, retention, and long-term relationship growth.
• Lead the identification, mapping, measurement, and optimization of key member journeys across all channels and touchpoints.
• Establish processes to gather, analyze, and act on member feedback, Voice of Member insights, and experience performance metrics.
• Collaborate with cross-functional leaders to identify opportunities for improving member experiences, reducing friction, and enhancing service delivery.
• Partner with Product, Technology, Operations, Marketing, and Analytics teams to ensure member needs and expectations are reflected in business strategies and solutions.
• Lead user research activities to better understand member behaviors, needs, expectations, and pain points.
• Oversee experience design practices and ensure solutions are intuitive, accessible, and aligned with member needs and organizational goals.
• Develop and monitor key performance indicators related to member experience, engagement, satisfaction, and journey effectiveness.
• Establish enterprise-wide member experience standards and promote consistency across all interactions and channels.
• Champion a culture of member-centric decision making through education, coaching, influence, and organizational partnership.
• Lead, develop, and mentor a team of experience professionals, fostering collaboration, innovation, accountability, and continuous learning.
• Stay informed on industry trends, member expectations, emerging technologies, and best practices to drive experience innovation.
• Present insights, recommendations, and progress updates to executive leadership and key stakeholders.
• Leading the AB Testing efforts for member experience.

What You Bring

• High School Diploma or GED Required
• Bachelor\'s Degree in Business, Marketing, Communications, Organizational Leadership, Human-Centered Design, User Experience, Psychology, or a related field required
• Masters Degree in Business Administration (MBA), Organizational Leadership, Marketing, Customer Experience Management, Human-Centered Design, or a related field preferred
• 8-10 years similar or related experience in Member Experience leadership with a proven track record of leading teams and projects required.
• Financial services, fintech, digital experience, or innovative technology experience preferred
• Expertise in the end to end member experience journey
• Strategic thinking with the ability to anticipate future trends and impacts on user experience design.
• Demonstrated success leading member experience, customer experience, service design, or user experience initiatives that resulted in measurable business and member outcomes.
• Excellent leadership, communication, and collaboration skills.
• Strong empathy, care, and active listening skills; able to give and receive feedback comfortably.
• Flexible, curious, and persistent, with a growth mindset.
• Experience working in agile environments and collaborating with product managers, engineers, and other stakeholders.

Compensation & Benefits

• Generous paid time off: paid holidays, floating holidays, personal days, vacation days, plus sick time
• Low-cost Medical, Dental & Vision plans
• Paid childcare assistance
• Award-winning 401K
• Gym fee reimbursement
• Tuition Reimbursement
• Student loan repayment
• ...and much more. Explore all the details in our comprehensive Benefits Booklet
• Target hiring range:$130,193.79 - $162,742.24 (Depending on experience and prior to any incentives this position is eligible for)