Senior Director, Donor Experience
: Job Details :

OverviewAt New York Blood Center Enterprises (NYBCe), one of the most comprehensive blood centers in the world, our focus is on cultivating excellence by merging cutting-edge innovation with diligent customer service, groundbreaking research, and comprehensive program and service development. Join us as we work towards meeting and exceeding the growing needs of our diverse communities, further our lifesaving strategic goals in a rapidly changing environment, and expand our impact on the local, national, and global communities we serve.ResponsibilitiesReporting to the Senior Vice President of Donor Engagement, the Senior Director of Donor Experience (Sr. Dir. DX) is a leadership role overseeing the strategy, design, planning and execution of the organization's overall donor experience goals. The main mandate of the role is to meticulously design each step of the donor journey and thus ensure that donors have a delightfully memorable experience at all interfaces with NYBCe staff, facilities, and systems. The successful candidate will be responsible for designing and operationalizing all aspects of DX, from initial engagement to post-donation follow-up, with a focus on optimizing processes, leveraging technology, and implementing best practices to drive donor satisfaction, retention, and loyalty. The Sr. Dir. DX is expected to be (or become) an expert in Design Thinking and the principles of Customer's Job-to-be-Done / Desired Outcomes to design and optimize each step of the donor's journey. The Sr. Dir. DX should observe and “crystal gaze” what donors experience through each interaction at every interface (physical or virtual), and anticipate their needs and expectations. Using those insights, the Sr. Dir. will develop the DX roadmap accordingly to drive donor-desired outcomes, identify what is hindering their smooth path (pain points, hassle), and create unexpected gains and delights. The successful candidate will recognize that the donor journey encompasses several lanes: a physical journey, a process journey, an emotional journey, etc. and that a high level of engagement and cultural alignment from frontline employees is crucial for attaining excellence in DX. Develop and implement a comprehensive donor experience strategy aligned with the organization's mission and goals, with a focus on enhancing the overall donor journey and maximizing donor retention and loyalty.Establish a matrix team to evaluate and streamline all aspects of the donor experience, including registration, screening, donation process, and post-donation communication, to ensure efficiency, convenience, and satisfaction.Identify and implement innovative technologies and digital solutions to improve donor engagement, communication, and interaction, leveraging data analytics to personalize and enhance the donor experience.Develop and deliver training programs in service excellence and DX for frontline employees and all relevant stakeholders. Coordinate closely with the other three pillars in Donor Engagement and collaborate with cross-functional teams, including Collections, Donor Recruitment, mobile operations, Logistics, IT, and HR to align donor experience initiatives with broader organizational goals and ensure seamless integration across all touchpoints. Monitor donor feedback/surveys/reviews, satisfaction metrics, and industry trends to identify opportunities for continuous improvement and innovation in DX, championing ongoing optimization and excellence. Proactively find and fix pain points for donors or for staff delivering the service. Research what and how donors are thinking and draw analogies from the expectations of customers in other service industries or the healthcare sector. Develop and implement KPIs to show progress toward excellence in DX.Ensure compliance with regulatory requirements, industry standards, and best practices related to blood donation and donor experience, maintaining the highest standards of quality, safety, and ethics.Develop and nurture relationships with key stakeholders, including donors, community organizations, and partners, to foster a culture of donor engagement and philanthropy, driving awareness and participation in blood donation initiatives.QualificationsEducation:B.S./M.S. in marketing, social studies, hospitality, healthcare, or related specialty. MBA preferred. Experience: 10 years of experience in consumer marketing, consumer and customer research, process improvement and customer journey design.Previous customer or patient management roles, such as voice of customer, customer care, customer intelligence, customer loyalty, experience design, human-centered design, and performance management.Prior experience working directly with customers in a service industry or with patients in healthcare.License/Certification:Certified Customer Experience Professional (CCXP) – preferred.For applicants who will perform this position in New York City or Westchester County, the proposed annual salary is $190,000.00p/yr. to $200,000.00p/yr. For applicants who will perform this position outside of New York City or Westchester County, salary will reflect local market rates and be commensurate with the applicant's skills, job-related knowledge, and experience.Unless otherwise specified, all posted opportunities are located in the New York or Greater Tri-State office locations.Job SummaryJob ID: 2024-6555Category: ManagementMinimum Rate: USD $190,000.00/Yr.Maximum Rate: USD $200,000.00/Yr.Work Location Type: Physical