• Design end-to-end onboarding/ offboarding journeys across products and services • Define what “good onboarding” looks like at every stage • Create repeatable onboarding flows that scale without losing quality • Reduce time-to-value for members • Map the full member journey (pre-sale → onboarding → adoption → steady-state) • Identify friction points, drop-offs, and confusion • Design clear handoffs between Sales, Support, PA, PODS, etc. • Ensure consistency across touchpoints • Design and document onboarding SOPs, workflows, and decision rules • Ensure systems (HubSpot, Support Services, forms, comms) support the experience • Create clarity around roles, responsibilities, and ownership • Work with Sales, Support, Ops, and Delivery to align onboarding/ offboarding expectations • Ensure internal teams know: What happens when, Who owns what, What the member experience should feel like • Use feedback (exit surveys, onboarding feedback, adoption metrics) • Iterate onboarding flows intentionally • Test and refine based on real member behaviour