Member Experience Research Manager
Core
Manage the member experience research team to modernize Voice of Member (VOM)/CX programs and create an end-to-end view of the member experience across insurance and membership.
Role type
Senior IC market research manager (member experience)
Builds
End-to-end member experience view, modernized VOM/CX programs, strategic research portfolio
Domain
Insurance, membership, financial services
Deliverable
production ML models | product features | dashboards & analysis | research
Required skills
People leadership (managing managers), market research strategy, vendor management, qualitative/quantitative research methods, executive communication, program modernization
Preferred skills
Masters degree, experience in insurance/membership/financial services
Technologies
Surveys, interviews, journey research, online communities, satisfaction measurement tools
Responsibilities
Modernize VOM programs to reflect current member needs and channels; Build an end-to-end member view by integrating feedback across touchpoints; Lead a broader research portfolio including behavioral science and brand research; Partner cross-functionally to embed member insight into decision-making; Own the research vendor and platform ecosystem including budget management; Identify and quantify member pain points and opportunities for improvement
Seniority
Senior, hands-on IC with people leadership
