Habitat for Humanity International (HFHI) is currently seeking a talented professional for the role of a Senior Director, Constituent Experience Technology Solutions opportunity. The Constituent Experience Technology Solutions Leader is responsible for setting the vision and enabling the development of a digital-centric modern experience that makes it easy to engage with Habitat for Humanity. The work spans from envisioning the future of digital and implementing end-to-end journey mapping tools to mapping business cases and bringing solutions to realization. The Senior Director, Constituent Experience Technology plays a pivotal role in the design and delivery of our overall digital strategy providing thought leadership and delivery of end-to-end value-add technology solutions for Marketing, Communications, Advocacy, Volunteer and other Constituent facing organizations.
The role reports into our Chief Information Officer and provides the right candidate with a career-defining opportunity as we transform our technology environment to support the Constituent Experience. The ideal candidate has strong business and consultative expertise, is able to communicate the value of technology to their function stakeholders, is a trusted and experienced partner to the business areas, delivers technology solutions flawlessly, knows how to navigate in an outsourced technology environment, can partner with functional teams to sell and win, is a fantastic manager of people and thrives in a fast paced environment. Works in partnership with other members of the Technology Leadership team to set technology direction, strategy and vision. Directs Staff providing administrative, business information systems support, and application development for these areas.
This position will be based in HFHI's administrative headquarters in Atlanta, GA.
- Works closely with the Constituent Experience (CX) & Collaboration Business Executives and a variety of internal stakeholders to develop, enable and ensure the execution of the Constituent Experience strategy
- Provides CX thought leadership and will continuously research and ensure the implementation of the latest, best practice methods and tools that will align to the achievement of the business strategy
- Delivers strategic and actionable insights, competitive analysis, and market research to inform experience design
- Fosters an in-depth understanding of the experience throughout Habitat for Humanity
- Leads supporting initiatives and collaborates across Habitat for Humanity business areas, working with a wide range of internal stakeholders including strategy, UX, marketing, analytics, technology, operations, and more
- Partners closely with UX and usability research to iterate on the client-centric design
- Evaluates program performance against goals and shares insightful results and recommendations
- Builds and maintains relationships with key stakeholders to deliver superior constituent services, ensuring function leaders see the team as a value creating organization
- Owns the technology strategy for the function area, leveraging technology trends that can create business value consistent with the company's requirements and expectations
- Transforms the technology environment as part of our Digital Transformation
- Provides technical leadership, guidance, mentoring and coaching for all staff and fosters a culture of accountability, innovation and team building
- Collaborates with business units and teams to investigate, evaluate, implement, maintain and enhance applications and operations support for Constituent Systems and Services
- Provides thought leadership for automation to advance integrated communications to constituents and facilitate constituent journeys (cultivation and engagement); includes strategic planning with other technology directors for synergistic systems that support constituent efforts (i.e. back office, social media, internet, etc.)
- Coordinates and manages outside vendors/partners, contract negotiations and service level agreements
- Fiscally responsible for area of support actual-to-budget expenditures, adjusting expenditure patterns/trends as needed to comply with budgeted amounts
- 10 years of related experience
- Understanding of digital end-to-end client experience, including personas and journey mapping
- Demonstrated experience transforming/creating best in class experiences similar to companies like Amazon etc.
- Ability to effectively work with and influence others and act as a change leader
- Significant experience in managing services through partners/vendors in outsourced model
- Passionate and knowledgeable about the technology landscape, with a history of predicting and planning for implementation of trending technologies to maximize investment
- Demonstrated ability to prioritize tasks or projects to align with the strategic objectives and with business goals.
- Thorough understanding of operational support processes with excellent business acumen
- Proven record of building high performing team
- Proven history of thriving in a fast-paced environment, while dealing with ambiguity
- Excellent verbal and written communication skills
- High energy and motivation
- Must have experience with Customer Experience processes and technology
- Must have minimum of 10 years’ experience with Customer Relationship Management System, preferably in a nonprofit setting
- Must have 5 years’ experience with and strong working knowledge of Direct Marketing systems, processes and data requirements
- Significant experience and knowledge of Digital and Social tools and capabilities
- 12+ years of experience in a leadership role in Technology, with at least 10 years of senior management experience
- 3-5 years as a Director of Customer Experience