Chief Experience and Innovation Officer (CXIO)

The YMCA of Greater Charlotte is seeking a visionary and dynamic Chief Experience and Innovation Officer (CXIO) to spearhead our efforts in delivering unparalleled experiences for potential customers, current members, participants in our programs, and donors. This pivotal role is at the center of developing and executing strategies that not only resonate with our foundational values and mission but also drive increased revenue and retention.

This position supports the work of the YMCA of Greater Charlotte, a leading nonprofit organization committed to putting Christian principles into practice through programs that build healthy spirit, mind and body for all. The Y strengthens community through youth development, community well-being and social impact.

As the leader of our Marketing, Communications & Public Relations, Digital Innovation, Membership Sales, and Well-Being divisions, the Chief Experience and Innovation Officer will be the driving force behind our endeavors to innovate and excel in our service offerings, ensuring that we continue to make a profound and positive difference in the communities we serve.

OUR CULTURE: 
The culture of the Y is rooted in our Christian mission and core values. We strive every day to collectively embody our purpose of serving as a catalyst to transform lives and communities through programs that build healthy spirit, mind and body for all. We are respectful – we treat each other and those we serve as we hope to be treated ourselves. We are caring – we show a sincere concern for others and their well-being. We are honest – we are truthful in what we say and what we do, and we do not make promises we do not intend to keep. We are responsible – we are good stewards of our resources, strive for excellence and our actions are accountable to those we serve. We are innovative – we harness creativity, are solution minded and forward thinking. We lead with Faith.

ESSENTIAL FUNCTIONS:

1. Develop and implement a comprehensive experience strategy that enhances engagement, satisfaction, and loyalty among members, program participants, team members, and the community.
2. Collaborate with other executive team members to integrate experience-focused approaches into the organization's overall strategy and operations.
3. Implement a digital transformation strategy that will enhance the customer experience and ensure consistency.
4. Develop and implement organizational marketing strategy to reposition the Y’s brand to increase visibility of organizational impact, engagement and brand loyalty.
5. Lead the design and execution of innovative programs and services that meet the evolving needs and expectations of our diverse community.
6. Utilize customer insights, analytics, AI and personas to ensure persistent focus on customer journey and value.
7. Analyze operational trends and market disruptions and search for emerging new market opportunities.
8. Lead Marketing, Membership Sales, Well-Being Services and Data Analytics, Insights and Impact teams to ensure consistency and operational excellence.
9. Increase membership retention and revenue

LEADERSHIP MINDSETS AND BEHAVIORS                      

• Demonstrates Organizational Ownership
• Customer Centric Mindset
• Servant Leader
• Embraces Ambiguity and Innovation
• Bias Towards Action
• Eager to Speak Your Mind and Hear from Others
• Thrive in a Team Environment

LEADERSHIP COMPETENCIES:

• Collaboration
• Communication
• Critical Thinking & Decision Making
• Change Management
• Data Driven & Results Oriented s
• Inclusion
• Relationship Building
• People Management and Coaching

REQUIRED QUALIFICATIONS:

1. Bachelor's degree in Business Administration, Hospitality Management, Organizational Psychology, or a related field. Advanced degree preferred.
2. Minimum of 15 years of progressive leadership experience in customer experience, member engagement, hospitality, or a related field.
3. Proven track record of developing and executing successful experience strategies in a complex, multi-stakeholder environment.
4. Strong leadership, communication, and interpersonal skills, with the ability to inspire and mobilize teams toward a common vision.
5. Deep understanding of best practices in experience design, marketing, digital applications and marketing and sales.
6. Demonstrated commitment to the YMCA's values and mission, with a passion for making a positive impact in the community.
7. Excellent interpersonal and communication skills and strong facilitation skills.
8. Background must include strong skills in human relations, budgeting, and sound fiscal management.

1. Senior YMCA organizational and/or operational leadership desired. 

WORKING CONDITIONS:

1. The physical demands described here are representative of those that must be met by the team member to successfully perform the essential functions of this job.
2. While performing the duties of this job, the team member is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device.
3. The team member frequently is required to sit and reach and must be able to move around the work environment.
4. The team member must occasionally lift and/or move up to 10 pounds.
5. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.
6. The noise level in the work environment is usually moderate.
7. Travel as needed.