Vice President

• Develops, executes, and leads the strategic design and governance of macro- and micro-level member journeys
• Establishes and champions association-wide omni-channel service experience standards
• Leads the development and execution of association-wide deepening and retention strategies
• Owns and governs the strategic application of Next Best Action/Offer (NBA/NBO) business rules
• Leverages deep member insights and advanced analytics to continuously inform and optimize servicing standards
• Prioritizes initiatives based on key performance indicators (KPIs)
• Provides executive thought leadership through collaboration strategically across digital, contact center, product, and service teams
• Responsible for monitoring and reporting on key performance indicators (KPIs)
• Designs and maintains clear and effective escalation pathways that reinforce trust, fairness, and consistency
• Ensures timely and satisfactory resolution of complex member issues
• Builds and oversees a team of employees for assigned functional area

VP, End-to-End Servicing - Deepening

Institutional Client Specialist – Associate/AVP

VP CIAM Technology

Vice President – Smart Cloud

Vice President – Emerging Technologies

AVP, Technical Manager