Director, Customer Experience Strategy (Remote)

COMMUNITY NAME

JOB OVERVIEW

Responsible for leading Sunrise’s Experience Management program to support a culture fixated on our valuable team members and customers, creating memorable experiences for each audience. The position will positively impact team member engagement, resident and family satisfaction and loyalty, and drive operational and brand standards as well as product enhancements based on learnings from Sunrise’s team member and customer journey.

RESPONSIBILITIES & QUALIFICATIONS

As a part of the Sunrise team, supporting our Mission, Principles of Service and Core Values is a fundamental part of this job.  Every year, team members are assigned required training that applies to their role to ensure that these standards are always met.  The unique responsibilities for this role include but are not limited to the essential functions listed below:

• Identify and apply learnings from all team member and customer feedback (e.g., Experience Management or XM program), including proprietary survey, to drive operational consistency, further enhancing the team member and customer experience and positively impacting business performance including acquisition and retention.
• Lead XM feedback platform and survey program, including system optimization, data analysis, insight gathering, action planning and vendor management. 
• Partner with cross-functional teams to share actionable insights from XM program, design and introduce new standards and optimize team member and customer experiences. Identify necessary process or program enhancements leveraging experience data and as part of journey mapping efforts.
• Provide guidance to key stakeholders on effective methods to gather relevant/actionable insights that will meet business goals. 
• Lead insights reporting and measurement; coordinate with analysts to develop and maintain tools to enable organizational access to key experience data as well as define inclusion into company scorecards.
• Drive organizational understanding of team member and customer needs and pain points, as well as testing and implementing solutions through an agile approach. Contribute to brand and employee value proposition as well as acquisition and retention efforts based on program insights.
• Provide timely and effective communications to community and regional teams throughout Sunrise regarding initiatives that support business goals.
• Manage team and third-party resources driving survey program and community support.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed throughout this job description are representative of the knowledge, skills, and abilities required.

• Bachelor’s degree, and experience in real estate, healthcare or hospitality industry preferred.
• At least 5-8 years of experience management, engagement and/or loyalty practice.
• Excellent interpersonal, verbal, and written communication skills.
• Ability to lead, facilitate and influence solutions in areas where you may not have direct decision-making authority.
• Strong project management skills and structured, process-orientated approach to initiatives.
• Strong critical thinking and problem-solving skills as well as demonstrated analytical thinker with the ability to create visuals that clearly showcase insights.
• Strong understanding of the impact of a company’s brand and employee value proposition, and how to operationalize standards to drive consistency.
• Accountable for effective communications and active listening, willing to adapt, adjust and be supportive when objectives shift.
• Strong initiative and ability to manage multiple projects/roles in an evolving environment both individually and within a team.
• Willingness to do what it takes to complete projects with a dedication to quality and innovative thinking.
• Ability to work collaboratively with Communications, HR, Marketing & Operations team members to contribute to all business initiatives.

Sunrise maintains a safe and drug-free work environment and all offers of employment with Sunrise are conditioned on submitting to and successfully completing and passing a background check and drug test.

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