At 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.
Reporting 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.
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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.
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