SVP, Digital
$196,934–$262,578 year
On-siteSan Diego, California, United States
Job Summary
Set the vision and strategy for digital and member experience, ensuring every touchpoint delivers a seamless, personalized journey. Champion Voice of the Member insights to translate them into prioritized initiatives, partnering with technology and delivery teams to refine member journeys. Establish and track engagement metrics tied to retention and satisfaction, while defining goals that inspire cross-functional alignment with Marketing, IT, and Operations. Drive change management to embed a member-first mindset, mentor high-performing teams, and leverage AI and analytics to inform future platform direction. Support execution of go-to-market strategies and conduct competitive analyses to maintain industry awareness. Manage Digital as a P&L, defining revenue attribution and cost allocation in collaboration with FP&A.
Required Qualifications
- 15+ years of operational leadership experience
- Bachelor's degree in a related field
- 10+ years of experience overseeing and working in a technology-enabled member/customer experience environment in a leadership role, developing and implementing digital, omnichannel support and communications strategies, including the use of automation, AI, and analytics for support and self-service
- Track record of driving transformational change, achieving measurable business outcomes, and leading high-performing teams
- Deep understanding of member/customer journey design, Voice of the Member/Customer programs, and the integration of AI, automation, and analytics into experience strategies
- Strong ability to influence and collaborate across all organizational levels, balancing strategic vision with operational execution
- Exceptional problem-solving, analytical, and communication skills with a focus on data-driven decision-making
- Visionary thinker with the ability to inspire and align teams around a common mission
- Resilient and adaptable leader capable of navigating complexity and driving change at scale
- Passionate advocate for member-centricity and continuous innovation
- Strong ability to develop strategy/business case and tactics, with a disciplined project management orientation
- Proven experience building a culture of data-driven decision-making, action, and delivery
- Excellent ability to communicate verbally and in writing and tolerate periods of continuous sitting
Desired Qualifications
- Master's degree or MBA preferred
- Experience in financial services or a related consumer-facing industry preferred
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