Member Insight Program Manager

Are you interested in joining a team that is continuously innovating to create the best experiences for members? Would you like to work for a company that has been rated a top employer and best place to work across the Northeast year over year? Do you want to be part of a company that is committed to giving back to the community? At AAA Northeast, we help and serve as a way of life. It’s why we’ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century.

The Member Insights Manager is responsible for implementing and leading a program for capturing, analyzing, and leveraging member experience insights to drive impactful changes across our organization. The ideal candidate is an experienced proactive analytical leader who possesses a deep understanding of member-centric survey strategies, data-driven decision-making, and cross-functional collaboration.

WHAT YOU WILL DO:

Lead the creation and ongoing management of a systematic survey program that captures the voice of the member, identifies loyalty drivers, addresses emerging member problems, and establishes member experience interaction principles.

Collaborative acorss all levels in the club, ability to influence and collaborate acorss different business lines with authoritative, quick decision making within defined span of control

Lead the design of new voice of the member surveys and help current surveys remain optimally useful and in line with best practices.

Drive organizational impact by measuring changes in core CX metrics, processes, policies, and the experience development roadmap. Provide direction to cross-functional teams to ensure that member-centric improvements align with business objectives.

Oversee the creation and maintenance of interactive reports and dashboards, utilizing data from multiple sources.Technical, analytical focus within established standards and guidelines and expertise-based problem solving. Translate member insights into actionable recommendations, track the outcomes of cross-functional initiatives, and facilitate data-driven decision-making across the organization.

Support the team conducting comprehensive analyses of survey results, qualitative and quantitative data, and other relevant sources. Gain a deep understanding of the end-to-end user journey and member support experience to identify optimization opportunities. Champion solutions that enhance member satisfaction and prevent recurring problems.

Serve as a key CX functional stakeholder in the development of new initiatives. Foster strong collaborative relationships with cross-functional teams to ensure that member experience considerations are integral to the planning and execution of projects.

WHAT YOU NEED:

Bachelor's degree in Business, Marketing, Data Analytics, or a related field; Master's degree in Business, Marketing, Data Analytics preferred

7 years of relevant experience with proven track record of success in customer experience analysis and insights generation.

2 years of direct/indirect leadership experience

In-depth knowledge of customer experience methodologies best practices and survey experience; specifically with surveys

Qualtrics experience, preferred

Exceptional analytical capabilities, with the ability to extract insights from complex data sets and drive data-driven decision-making.

AAA Northeast is proud of our diverse culture, fostered by the many talents, skills, passions, and expertise of our employees. We are an equal opportunity employer. We do not discriminate in recruiting, hiring, or promotion based on race, color, creed or religion, national origin, sex, age, sexual orientation, veteran’s status, gender identity or expression, disability, genetic information, marital status, pregnancy, or membership in any other protected class. We thrive when our team members bring their whole selves to work.