Manager, Voice of The Member

Description

This role is responsible for executing Voice of the Member (VoM) capabilities that surface experience friction and drive measurable improvements across member and employeefacing journeys, workflows, and processes. Voice of the Member operates as an experience performance function rather than a reporting function, designed to identify emerging issues, quantify impact, and enable prioritized action that reduces effort and improves outcomes. Working crossfunctionally and in close partnership with Simplification, Operations, Product, Digital, CRM and Technology teams, this role leverages member feedback, operational insights, and AIenabled techniques to identify patterns, develop actionable recommendations, and support decisionmaking. Through disciplined execution and team leadership, this role helps ensure experience insights are translated into meaningful operational, experience, and business improvements.

Here's what you can expect from the job and what you need to be successful:

What You'll Do:

• Lead daytoday execution of the Voice of the Member (VoM) capability by capturing, consolidating, and synthesizing feedback and experience signals from multiple sources into actionable insights and recommendations.
• Maintain enterprise listening and signaldetection processes, ensuring emerging patterns, rising friction, and experience breakdowns are identified and surfaced to stakeholders in a timely manner.
• Apply analytics and AIenabled techniques (e.g., text analytics, sentiment analysis, pattern detection) to identify experience signals, quantify friction, and support prioritization of improvement opportunities.
• Partner with analytics and business teams to connect member feedback to operational, financial, and experience outcomes and quantify the impact of identified issues.
• Coordinate Voice of the Member inputs across business functions, including Marketing, Digital, Product, and Service teams, to support a consistent and comprehensive view of member experience.
• Translate member feedback and experience signals into clear, decisionready problem statements and actionable recommendations.
• Partner with Simplification, Operations, Product, Digital, CRM, and other teams to ensure Voice of the Member insights are incorporated into prioritization discussions, solution design, and improvement initiatives.
• Support closedloop improvement by routing prioritized insights to accountable owners, tracking progress, and helping validate whether implemented changes reduce effort, friction, and repeat issues.
• Develop and maintain executive and operationalready reporting and insight deliverables that highlight key trends, drivers, risks, and recommended actions.
• Contribute to benefit realization activities that evaluate the impact of member and employeefacing changes on experience, satisfaction, operational performance, and business outcomes.
• Promote a culture of member advocacy by reinforcing the disciplined use of Voice of the Member insights to simplify experiences, reduce unnecessary complexity, and improve outcomes for members and employees.

Essential Skills:

• Required education: Bachelor's degree in a field relevant to the role (or four additional years of relevant experience in lieu of a degree); advanced degree preferred.
• Required experience: 5+ years of relevant experience in Voice of Member, experience analytics, insights, research, or related disciplines, including 0-2 years of people leadership experience.
• Proven experience operating or advancing a modern Voice of Member or Voice of Customer program that produces actionable insights and drives change beyond reporting.
• Demonstrated ability to treat experience as a performance system by identifying leading indicators, quantifying effort and friction, and enabling prioritized actions that improve business and experience outcomes.
• Strong capability detecting patterns, quantifying signals, and prioritizing opportunities using data, analytics, and technologyenabled approaches, including appropriate use of AIassisted methods.
• Ability to connect member signals to operational, financial, and experience outcomes and communicate insights and recommendations clearly to support decisionmaking.
• Experience with online reputation management, including oversight of social review platforms (e.g., Google Reviews, Yelp).
• Proven ability to partner across a medium to large organization to influence prioritization, align stakeholders, and enable change through insightdriven recommendations.
• Strong operational and analytical acumen, with experience translating qualitative and quantitative feedback into structured insights and scalable improvement opportunities.
• Comfort operating in ambiguity, establishing repeatable approaches for signal capture, insight synthesis, prioritization, and closedloop action.
• Experience working within financial services, credit unions, or other regulated industries.

Location: Hillsboro, OR | Marlborough/Chelmsford, MA

Target Compensation: $104,000 - $125,000 + annual bonus

Schedule:Monday - Friday | 8am-5pm (Hybrid)