Director, Experience Excellence

Description

The Director, Experience Excellence is responsible for the execution of strategic continuous improvement initiatives that drive First Tech’s mission to help our members reach their dreams and ensures our strategic experience metrics are met.

In this role, the Director, Experience Excellence, will lead cross-functionally within the Member Experience organization and across the enterprise to forensically understand business challenges and devise comprehensive solutions to simplify the employee and member experience by re-engineering key processes and Moments of Truth (MOT).

The Director oversees and is supported by a team of program managers within the Experience Excellence team who will drive complex project implementation end to end, from identification to implementation through best practice change management planning.

Core Primary Responsibilities :

Drive, Execute and Measure Continuous Improvement Initiatives

• Develop, own, and execute a strategic continuous improvement roadmap, with executive and senior leadership engagement. Review and revise existing plan as necessary via analytics and a test and learn approach
• Oversee cross functional project teams driving continuous improvement initiatives designed to improve and simplify the member and employee experience by re-engineering effortless processes
• Partner with cross-functional internal stakeholders to develop and implement solutions that align with the organization's goals
• Ensure that all initiatives are actionable within the roadmap for execution including scope, budget, schedule, resources, and business cases including impact and benefits realization
• Identify new initiatives to address identified gaps and needs, via holistic member and employee feedback and deep, actionable insights and trends, sourcing solutions from best practice in or outside industry
• Confirm robust change management plans are in place for initiatives as part of solution design, to engage and prepare front-line and maximize impact and adoption

Lead Governance & Organizational Engagement via Member-Centricity

• Own the agenda for First Tech’s Membership Committee, comprised of Executive Team and senior leadership to highlight areas of the member experience that must be improved, and obtain buy-in and approval to implement cross-functional improvements
• Create and deliver executive-level presentations to report results or propose changes in operations, systems, and programs;

Regularly communicate status of current projects, as well as results and impacts and benefits realization of recently implemented continuous improvement initiatives

• Collaborate to map dynamic member journeys, overlay key data points, and formulate plan to transform First Tech’s current state MOT experience to a highly differentiated target state MOT experience, identifying opportunity spaces and problem statements
• Partner with other Continuous Improvement teams to identify and make easily available calls and other methods of exceptional experience delivery (e.g. call library)

Create an Environment of High Performance

• Lead a team of high-performing, engaged and experienced project management experts through people leadership practices including regular communication of performance expectations and feedback;
• coaching and providing clarity and prioritization assistance; actively supporting employee professional growth and development;

establishing KPIs and success criteria and ensuing accountability

• Manage issues, risks, and opportunities, assisting team members in removing roadblocks
• Ensure proper use of reporting tools, updates, and visibility of KPIs to ensure decision and actions are data-led
• Derive inspiration for the member experience from parallel worlds outside of the financial industry, to create differentiation and innovation

Experience and Education Requirements :

• Minimum Education : Bachelor’s degree in Business Administration, or other related fields of study or equivalent experience.
• Minimum 7 years’ experience in channel operations in the financial services industry, overseeing complex systems transactions.
• Minimum 5 years’ experience leading a diverse team including hiring, coaching and performance management. This leadership role will specialize in providing clarity and prioritization to experienced project managers who will implement improvements end to end.
• Expertise with driving and managing large and small continuous improvement projects and process improvement in a dynamic, complex and regulated operating environment.
• Exceptional business acumen and ability to translate member insights to organizational strategy; successful experience managing all aspects of cross-business unit programs, including communicating with internal and external stakeholders at all levels of the organization.
• Data acumen being able to set targets for new initiative assessment, as well as tracking and measurement of implemented projects.
• Extensive track record leading projects to improve products, processes and systems, using intuition, ingenuity and creative innovation techniques and methodologies.
• Extensive experience using text analytics and surveying tools (e.g. Medallia, Qualtrics) to uncover member insights and evaluate potential or actual impact of implemented projects.
• High comfort level with managing through ambiguity within a matrix model, and utilizing leadership skills to clarity project accountabilities, solutions and targets to avoid duplication and overlap.
• Demonstrated ability to prioritize tasks or projects across the organization that align with the strategic objectives and business goals.
• Demonstrated track record with simplifying the complex, with examples of being able to lead across the organization to maintain and build consistent, low effort processes and systems for members and employees.
• Excellent verbal and written communication skills; able to express ideas concisely and logically across the organization and with all levels.
• Experience and knowledge of change management principles, methodologies and tools.
• Detail-orientation with strong problem solving and confident decision-making skills.
• Proficiency with Microsoft Office Suite.
• Certification / Licenses :
• Project Management Professional (PMP), Coursera or similar certification preferred
• Scrum or Lean Six Sigma preferred.

Benefits options include :

• Traditional medical, dental, and vision coverage
• 401K matching up to 5% per pay period
• Accrue up to 17 days of Paid Time Off your first year of employment
• 11 paid federal holidays
• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)

Location : Rocklin Corporate Location, Rocklin, CA 95765 Hillsboro Corporate Office, Hillsboro, OR 97124

Target Compensation in Rocklin, CA : $150,000 to $180,000 + annual bonus

Target Compensation in Hillsboro, OR : $135,000 to $162,000 + annual bonus

What makes First Tech different? Click here to learn more!

First Tech is not currently offering Visa sponsorship for this position

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