Director, Service Experience

About the role.

We are seeking a highly engaged and experienced leader with a track record of designing and delivering world-class customer experiences across both digital and traditional channels. This role will be accountable for transforming end-to-end member and broker journeys, such as onboarding, billing, policy changes, and claims. Excellent service is a core part of PURE's brand, and an exceptional experience must be delivered consistently, across departments, no matter how a member or broker chooses to interact with us. This role will include planning, overseeing, and leading initiatives from design through to execution, and will require interaction with a range of internal and external stakeholders. The Director, Service Experience will report to the AVP, Service Excellence. The role will require travel to our White Plains, NY headquarters and other PURE offices.

What you'll do.

• Execute upon key strategies to continuously improve member and broker experience, as measured through surveys and other feedback, member retention, and other key member and broker engagement metrics
• Partner closely with the leaders of member- and broker-facing departments at PURE to align on priorities, identify opportunities, and execute on key initiatives
• Operate with an intentional focus on the future, drawing inspiration from world-class service organizations to develop innovative solutions that transform the ways we deliver service
• Develop a long-term vision and roadmap key member and broker journeys, drawing inspiration from across industries to create a uniquely exceptional experience that is consistent across department and across engagement channels (phone, email, chat, self-service, etc.)
• Introduce transformative automation tools and technologies across PURE's Service organization to create a more seamless member and broker experience and reduce manual work
• Lead initiatives through the project lifecycle, influencing change and achieving measurable outcomes
• Partner with analytical resources to leverage data to inform decision-making and drive results
• Demonstrate thought leadership by assessing advances in technology and service-related trends
• Collaborate with internal and external stakeholders, such as IT, Member Experience, and Underwriting

Position Requirements.

• A minimum of 7 years' in related service transformation experience
• Excellent thought leader, with a demonstrated ability to originate and execute on innovative solutions
• Strong project management background; ability to manage multiple projects and see things through to completion
• Experience executing on a business strategy and deriving analytical insights to drive decision-making
• Strong collaboration, influencing, and communication skills
• Operates with empathy, creativity, and an eagerness to fulfill PURE's service commitments
• A Bachelor's Degree is required
• Consistently demonstrates PURE principles