Manager, Member Insights (HYBRID)

Description The Manager of Member Insights will be part of the growing Continuous Improvement division and is an expert in member experience insights by being the voice of the member, driving member empathy and centricity across the organization. We are looking for a dynamic individual contributor who will be part of a team responsible for developing target state member journeys, identifying, and improving moments of truth, and driving initiatives that enhance the overall member experience and lifetime value. Primary Responsibilities: Design, execute, and analyze quantitative and qualitative research studies, to uncover key insights and member preferences. Identify trends, patterns, and opportunities to improve member experience. Drive member journey mapping by conducting user experience (UX/ CX customer experience (CX) research and integrating diverse data sources (e.g., Survey Data, Text Analytics etc.) into comprehensive and visually appealing journey maps. Advance our voice of customer (VOC) program and lead initiatives that will focus on continuous improvement across the business and the entire member journey. Work closely with retail, contact experience center, marketing, and other internal business teams to translate member experience insights into actionable recommendations. Collaborate cross-functionally to ensure member-centric and data-led decision-making alignment across the organization. Lead strategic thinking efforts on identifying member experience improvement opportunities and socialize insights in an impactful way with key stakeholders including executive level leaders. Stay current on industry CX/UX trends, competitor offerings, and market dynamics, to bring the organization to the forefront of modern ways to collect and understand data on member behavior and strategic opportunities. Conduct regular competitive analysis to identify gaps, opportunities, and provide recommendations to enhance the organization's competitive advantage. Experience and Education Requirement: Minimum Education: Bachelor's degree in Psychology, Marketing, Statistics, Research, or Business preferred. Minimum 5 years' experience in consumer or UX research. Prior experience in Financial Service and/or Customer Service Industry is a plus but not mandatory. Demonstrated history of skill and innovation in synthesizing complex data points and turning them into actionable insights, through strong presentation and storytelling skills. Experience conducting research independently, designing surveys and discussion guides, analyzing results, moderating, and producing high quality reports. Experience with NPS , VOC, and Social Listening Tools and Platforms. Thrives in a dynamic environment and proactively identifies opportunities for CX improvement. Strong business acumen and ability to lead projects end-to-end by anticipating and adapting to changing needs. Demonstrated ability to prioritize tasks or projects across the organization that align with the strategic objectives and business goals. Exemplary oral and written communication skills with ability to translate complex insights into simple real-real world inferences for business teams and senior management. Ability to work effectively with multiple stakeholders of different levels across the organization. Working knowledge of Customer Segmentation, Customer Journey and Jobs To Be Done methodologies. Competency with statistical packages (e.g. SPSS, R, SAS) is desired. Certifications/Licenses: N/A Benefits options include: Traditional medical, dental, and vision coverage 401K matching up to 5% per pay period Accrue up to 17 days of Paid Time Off your first year of employment 11 paid federal holidays Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and unde