L.8 - Experience Design & Development Lead

A leading impact-tech startup is hiring an Experience Design & Development Lead to design and scale world-class volunteering experiences. The role combines experience design, service innovation, productization, and operational excellence to create memorable, high-quality experiences that can be delivered consistently at scale.

We're seeking someone obsessed with crafting volunteering experiences so good that clients ask for them by name. The Company will host ~10,000 events in 2026, enabling over 500K volunteers and this role owns what those volunteers feel: from the moment they receive an invite, to the unboxing of a kit, to the impact story that arrives a week later. You will design new volunteering activities and experiences from scratch, define the end-to-end participant journey for our blockbuster offerings, and productize these experiences so they can be delivered consistently at massive scale. You'll partner closely with our Category team (who define what we sell and why) to bring offerings to life, and you'll set the standards that our host, partnerships, and fulfillment teams execute against.

Candidates from District, Bliss Club, leap.club who worked in creating experiences for community are preferred

● Experience Creation & Innovation

○ Partner with the Category team on activity prioritization: they define the offering brief and select blockbusters; you design the experiences that earn that status

○ Craft the end-to-end participant journey for every hero experience: pre-event communication, arrival, event flow and emotional arc, run-of-show, host scripts, and post-event impact storytelling

○ Create 2-3 signature touchpoints per experience that are distinctly of company — moments volunteers couldn't get anywhere else

○ Pilot, test, and iterate new activities against defined success criteria before scale-up; contribute experience feasibility input to Category's offering briefs

○ Own experience design quality across offline and online events, with NPS as the north-star outcome metric

○ Define the quality and functional design standards for event materials, kits, and packaging including the unboxing experience for the fulfillment team to deliver

○ Define host and facilitator requirements: capability profiles, training curriculum, certification criteria, and quality rubrics that the host hiring and training teams execute against

○ Translate experience designs into scalable SOPs, checklists, and playbooks so events deliver a consistent experience regardless of host, geography, or format

○ Establish QA processes (event audits, quality checkpoints) and run feedback-driven improvement loops - post-event data, host debriefs, and client insights feeding continuous iteration

○ Monitor experience KPIs (NPS, repeat participation) and partner with the data team to identify and act on improvement areas

● Business Performance, People & Culture

○ Define and track key product and business KPIs (adoption, engagement, revenue, margins, etc.)

○ Build visibility through dashboards, reviews, and structured reporting cadences

○ Work with leaders to improve goal clarity, execution discipline, and team effectiveness

○ Enable mechanisms like skip-level interactions and feedback loops to stay close to ground realities

● Experience designing and delivering physical, digital, or omnichannel experiences e.g., events and experiential marketing, hospitality, travel, D2C brand experiences, learning design, or home services

● Demonstrated craft in experience creation: journey mapping, content and script development, event or program design, or instructional design

● Proven ability to productize services for scale: running pilots, gathering structured feedback, building SOPs, and scaling supply-side capabilities

● Obsessive about quality and customer experience

● Strong creative and storytelling instincts paired with operational rigor - this role lives in both worlds