The Academy of General Dentistry (AGD) seeks a collaborative and strategic Director of Member Experience to lead efforts in delivering exceptional member interactions across all digital and physical touchpoints. This role emphasizes optimizing the member journey, enhancing satisfaction, and increasing engagement. The Director will work closely with the Marketing and Communications, Information Technology, Dental Education and Membership teams to ensure alignment and integration of all member experience initiatives. This role supervises staff involved with digital tools and collaborates extensively with staff managing member benefit providers to ensure partnerships deliver maximum value to AGD members. This role works closely across the organization and with a range of programs that are designed to serve and support AGD members.

Digital User Experience (UX) and Website Management

• Lead efforts to optimize AGD’s digital platforms, ensuring a seamless, engaging, and intuitive user experience.
• Oversee the team members working on digital tools to maintain accessible, relevant, and engaging content that aligns with member needs and organizational goals.
• Use data analytics and member feedback to guide website and digital enhancements, improving navigation, functionality, and overall interface design.
• Partner with the IT team to implement UX best practices, including responsive design, accessibility, accessibility (WCAG compliance), and mobile-first approaches.
• Conduct usability testing, A/B testing, and user research to inform design decisions and continuously refine the member experience.
• Develop and maintain member personas and journey maps to ensure digital experiences align with member expectations.
• Collaborate with the Director of Marketing and Communications to ensure digital experiences are integrated with broader marketing and communications strategies.

Member Experience Strategy

• Develop and implement a comprehensive member experience strategy aligned with AGD’s mission and organizational goals.
• Analyze member needs, behaviors, and feedback to identify opportunities for improving the user journey across all touchpoints.
• Partner with cross-functional teams to integrate member-focused solutions into marketing, communications, events, educational programs, and member benefits.
• Implement personalization strategies using data and AI-driven insights to tailor experiences for different member segments.

 Member Engagement & Retention

• Work closely with the Director of Membership to address member needs and develop initiatives that drive engagement and loyalty, and collaborate on improving member satisfaction and retention programs.
• Use data-driven insights to create personalized experiences addressing the diverse needs of AGD members.
• Foster a culture of continuous improvement by leveraging member feedback and industry trends to refine AGD’s offerings.

Member Benefits & Partnerships

• Collaborate with staff managing member benefit providers to evaluate, enhance, and promote benefits that align with AGD’s goals and deliver value to members.
• Regularly review the performance and relevance of member benefits, making data-driven recommendations for adjustments or new opportunities.

Leadership & Collaboration

• Supervise the digital staff members, providing direction, coaching, and performance feedback to align with organizational goals.
• Work closely with the Director of Marketing and Communications and the Director of Membership to ensure alignment across all member engagement and experience initiatives.
• Collaborate across departments to ensure a cohesive approach to member engagement.
• Advocate for the member perspective in strategic planning sessions and organizational decision-making.
• Educate internal teams on UX best practices and advocate for user-centered design principles across departments.
• Work closely with leadership to align UX improvements with broader organizational initiatives and member engagement strategies.

Analytics & Reporting

• Define key performance indicators (KPIs) to measure the success of member experience initiatives and benefit utilization.
• Analyze engagement data, UX metrics, and benefits performance to evaluate program effectiveness and identify areas for improvement.
• Present insights and actionable recommendations to senior leadership to inform strategy development.

• Bachelor’s degree in marketing, communications, business, UX/UI design, or a related field; Master’s degree preferred.
• 7+ years of experience in digital marketing, member experience, customer experience, UX design, or related fields, preferably within a membership association or similar environment.
• Proven ability to develop and implement user-centric strategies that drive engagement and satisfaction.
• Strong understanding of UX/UI principles with hands-on experience managing digital experiences.
• Knowledge of and management experience utilizing web content management systems (CMS), digital marketing tools, and member engagement platforms
• Experience collaborating with membership, marketing, and communications, information technology teams to align member experience strategies.
• Experience managing partnerships with member benefit providers or similar relationships is highly preferred.
• Experience with UX research tools (e.g., Hotjar, Crazy Egg), analytics platforms (Google Analytics, Adobe Analytics), and usability testing tools.
• Familiarity with accessibility standards (WCAG) and compliance best practices.
• Experience collaborating with membership, marketing, communications, and information technology teams to align member experience strategies.
• Exceptional leadership skills with a demonstrated ability to manage, mentor, and develop team members.
• Data-driven mindset, with experience using analytics to inform decision-making and measure success.
• Excellent communication and interpersonal skills, with the ability to build collaborative relationships across teams and levels of the organization.
• Strong project management skills, with the ability to manage multiple priorities in a fast-paced environment.

About Academy of General Dentistry

Founded in 1952, The Academy of General Dentistry (AGD) is the only professional association that exclusively represents the needs and interests of general dentists. AGD provides its members with the resources, support and inspiration they need to deliver the best dental care and oral health education to the public. AGD’s mission is to “advance general dentistry and oral health through quality continuing education and advocacy.” Through this mission, AGD member dentists are able to build their careers, grow their businesses and protect their profession. For additional information, please visit our website at www.agd.org

Connections working at Academy of General Dentistry