Senior Director, Simplification & Voice of Member

Description

This role delivers enterprise solutions to simplify experiences and reduce friction in ways that strengthen member trust and improve organizational performance. It exists to translate member and employee insights into prioritized, measurable improvements that deliver sustained value. Operating across functions, this position ensures the voice of the member informs design and execution. Through durable solution delivery and cross-functional alignment, it supports strategic objectives that elevate member experience and frontline empowerment.

Here's what you can expect from the job and what you need to be successful:

What You'll Do:

• Leads enterprise-wide efforts to identify and quantify high-impact friction and translate insights into clear, innovative target state solutions that materially improve member and employee experiences and positively differentiate organizational performance.
• Drives cross-functional simplification initiatives that balance experience improvement with operational soundness, ensuring solutions are scalable, sustainable, and effective across teams, channels, and systems.
• Partners with platform, product, and technology senior leaders to embed friction-reducing solutions into frontline workflows and enterprise processes, ensuring changes are adopted and scaled.
• Applies automation, data, and AI appropriately to eliminate low-value work and enhance both employee and member experience.
• Establishes success measures for all initiatives and partners with analytics teams to deliver post-implementation realization of benefits, including increased revenue, improved member experience and behavior outcomes, efficiency gains, and reduction of recurring issues or errors.
• Shifts the organization from reactive fixes to proactive, systemic improvements that prevent friction, reduce complexity, and deliver long-term value.
• Drives the organization's Voice of Member program, ensuring member feedback and experience signals are captured, synthesized, and used to inform prioritization and decision making.
• Obsesses over and cultivates a culture of advocacy for all member and employee-facing teams, reducing clicks and systems required to power the employee experience to provide a positively differentiated member experience.
• Transforms data-led journey mapping insights into actionable, sequenced roadmaps aligned to enterprise priorities, capacity, and expected outcomes.
• Ensures experience insights drive execution and measurable improvement, not just reporting, by embedding signal-driven decision making into workflows and delivery processes.

Essential Skills:

• Required Experience:8+ years of relevant experience,6+ years as a People Leader.
• Proven ability to design, implement, and achieve measurable value from solutions that reduce friction, improve experiences, and drive operational performance.
• Demonstrated ability to translate member and employee insights into prioritized, executed improvements, rather than analysis alone.
• Proven experience leading crossfunctional initiatives spanning operations, technology, digital, product, and frontline teams.
• Strong working knowledge of Voice of Member programs, including signal capture, insight synthesis, and closedloop action.
• Experience remapping complex workflows across multiple enterprise platforms and systems, with the ability to apply automation and AI where appropriate.
• Experience in financial services, credit unions, or other regulated industries.
• Familiarity with journey mapping, service blueprinting, and experience design methodologies that drive measurable outcomes.
• Experience overseeing complex member issues or complaint resolution, with emphasis on rootcause elimination and systemic improvement.
• Strong operational and financial acumen, with the ability to link efforts to efficiency, risk reduction, and longterm value.
• RequiredEducation: Bachelor's degree in field relevant to role (or 4 additional years of relevant experience in lieu of a degree), advanced degree preferred.