Senior Member Experience Manager
You will own the Voice of Customer program and translate member signals from support data app reviews social conversations community feedback and surveys into actionable recommendations. You will connect sentiment to business outcomes advocate for members in product decisions and coordinate cross-functional follow-through.
Responsibilities
- Collect member signals from support data app reviews social conversations community feedback and surveys
- Define how member feedback is tracked measured and escalated
- Run recurring real-time monthly and periodic member experience reviews
- Maintain a backlog of unresolved member issues
- Connect member feedback to retention engagement revenue and growth metrics
- Build data-backed product problem statements and recommendations
- Advocate for members in product discussions
- Use products regularly and test launches before release
- Run cross-functional syncs and facilitate member experience forums
- Document decisions track owners and deadlines and ensure follow-through
Requirements
- Five or more years of experience in member experience Voice of Customer customer insights or CX with program ownership
- Experience gathering signals from multiple touchpoints and creating actionable recommendations
- Strong judgment in identifying meaningful trends and deciding when analysis or escalation is needed
- Working fluency with Mode Looker or similar tools
- Comfort using Anthropic OpenAI and Gemini for research synthesis and analysis
- Experience making the member’s case in product conversations
- Experience advocating for agent-level tools workflows and product improvements
- Ability to influence stakeholders across Product Engineering Operations Marketing Compliance Research and Data
- Strong written and verbal communication skills
- Ability to move work forward without direct authority
- Strong organizational skills and follow-through
- Experience running a formal Voice of Customer or community engagement program
- Fintech or consumer financial services experience
- Familiarity with QA or contact center operations
- Experience in an agile product environment
- Familiarity with Zendesk or MaestroQA
Benefits
- Flexible hours
- Home office stipend
- Premium medical dental and vision insurance
- Paid parental and caregiver leave
- 401(k) matching contributions
- Financial advisor and financial wellness support
- Flexible PTO
- Company holidays including Juneteenth and Winter Break
- Company in-person and virtual events