Senior Member Experience Manager

Job Summary

Owning the Voice of Customer program, the full-time Senior Member Experience Manager will translate member feedback into actionable insights that drive product decisions and enhance member satisfaction in a remote work environment.

Key responsibilities

• Manage the Voice of Customer program, ensuring member signals are effectively tracked and communicated to relevant teams
• Advocate for members by presenting data-backed insights and recommendations to Product teams, influencing product development and prioritization
• Collaborate cross-functionally with various departments to address member pain points and facilitate initiatives that improve overall member experience

Required qualifications

• Five or more years of experience in member experience, Voice of Customer, or customer insights with program ownership
• Proven ability to gather and analyze feedback from multiple sources, turning insights into structured recommendations
• Strong judgment in identifying meaningful trends and determining necessary actions based on member feedback
• Experience using data analysis tools like Mode or Looker to support decision-making processes
• Demonstrated ability to build relationships and influence stakeholders across various departments