Transformation Lead – Customer/Member Experience & Growth
Core
Build and deliver a better member experience and growth model for RACS, owning the end-to-end member journey from onboarding to retention.
Role type
Senior executive transformation lead (member experience & growth)
Builds
Future Member Experience and Growth operating model, service standards, governance, and team structure
Domain
Professional services / High-value membership / Financial services
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Member lifecycle management, customer journey design, acquisition and retention strategy, CRM strategy (Microsoft Dynamics), operating model design, service standards definition, stakeholder influence, data-driven insight application
Preferred skills
Experience in professional services, private banking/wealth, luxury brands, or loyalty environments
Technologies
Microsoft Dynamics CRM
Responsibilities
Review current member journey and systems to identify improvement opportunities; Design and implement the future operating model including governance and team structure; Develop approaches for member acquisition, engagement, and growth; Establish performance measures (NPS, satisfaction, retention); Lead CRM implementation for personalized services; Simplify processes for member engagement; Build team capability and governance; Execute structured handover to business ownership
Seniority
Senior, executive level, hands-on delivery