Director of Experience Projects

Job Description: Summary The Experience Projects Director coordinates the creating of experiences that foster wellbeing, connection, and purpose for our customers and team members by working with the Ever. True leadership and proactively gathering, evaluating, and analyzing input from our organization’s customers and employees and implements improvements to the overall experience.

Essential Duties and Responsibilities

1. Coordinates the development and implementation of customer and employee experience strategies across the organization
2. Aligns customer and employee experience strategies with organizational goals and outcomes, partnering with leadership and key functions including IT, operations, and marketing to deliver a consistent experience aligned with Ever. True’s mission
3. Collaborates with operations leadership to implement and evaluate process improvements that enhance the customer and employee experience
4. Builds collaborative partnerships across Ever. True service lines, life plan and affordable housing communities, and departments to promote a consistent customer and employee experience
5. Communicates and presents experience strategies, recommendations, and work to Ever. True leaders, translating leadership feedback into actionable plans and priorities
6. Develops constituent profiles and journey maps to identify gaps between audience expectations and actual experiences and recommends actions to address identified opportunities
7. Analyzes employee, resident, and client data to identify trends, issues, and opportunities for improvement and uses those insights to inform experience design and priorities
8. Monitors and reports on constituent satisfaction, and identifies opportunities to improve the overall experience
9. Aligns stakeholders around experience goals, priorities, responsibilities, timelines, and expectations, proactively addressing concerns and project roadblocks
10. Manages experience projects from initiation through completion, developing project briefs, scope, timelines, deliverables, and implementation plans using Ever. True’s established tools and processes
11. Monitors project progress, timelines, deadlines, and deliverables to ensure work remains on track and within established project parameters
12. Evaluates completed experience projects for effectiveness and efficiency, identifies lessons learned and opportunities for improvement, and applies insights to future initiatives Knowledge, Skills & Abilities To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. Bachelor’s degree required 5 or more years of prior experience working in the customer experience field 5 or more years prior experience working in the project management field Prior experience as a leader in the senior living industry preferred Exceptional written and verbal communication and presentation skills, with the ability to effectively communicate with stakeholders at all levels of the organization. Strong project management, prioritization, and organizational skills. Strong analytical skills with the ability to use data and insights to inform decisions and drive results. Strong business acumen and customer service orientation. Strong interpersonal and relationship-building skills, with the ability to collaborate with and influence others. Effective stakeholder management skills, including the ability to align priorities, manage expectations, and navigate competing needs. Strong active listening and emotional intelligence skills, with the ability to navigate conflict, motivate teams, and identify potential risks. Self-motivated and able to work independently, exercise sound judgment, and take initiative. Flexible, adaptable, and innovative in responding to changing priorities and business needs. Demonstrates integrity, discretion, responsiveness, and sound judgment. Demonstrates a strong commitment to Ever. True’s mission and values. Physical Requirements and Working Conditions The physical activities, demands and work environment described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job duties and responsibilities. A well-lighted and ventilated working area that has its own temperature control system (air conditioning and heat). The work will have some short notice requests, timelines for completion of tasks or reports and some major projects extending over months. Periodic overnight travel to locations within region. This job description in no way states or implies that these are the only duties to be performed by those assigned to this position. The job description and job functions described herein are subject to possible modification by Ever. True in accordance with applicable federal, state, and local laws. Additional Information: N/A