Executive Lead, Member Experience Research

AAA Auto Club Enterprises; Costa Mesa (CA); On-site; USD 146,000 - 195,000; Full time

Benefits offered by this job

Health coverage (medical, dental, etc)

401(k) with company match and pension

Tuition assistance

Floating holidays and PTO

Paid parental leave

Wellness programs

Employee discounts

Job summary

AAA Auto Club Enterprises in Costa Mesa, CA, seeks a Member Experience Research Manager to lead the member experience research team and oversee the CX program across lines, driving an end-to-end view of the member journey.

You will steward Voice of Member research, manage a team of 9–15 and a research budget, and partner with product, marketing, claims, and operations to embed insights into decision-making.

Qualifications

• 10+ years market research, consumer insights, or CX research in insurance/financial services.
• 7-9 years people leadership, including managing managers or teams.

Responsibilities

• Modernize Voice of Member programs and CX leadership research.
• Build an end-to-end member view across policyholders and products.
• Lead a broad research portfolio including behavioral science and segmentation.
• Translate findings into clear, decision-ready recommendations for senior leaders.
• Establish intake and prioritization for high-value business questions.
• Own vendor and platform ecosystem, including budget management.
• Set methodologies to ensure rigor and consistent synthesis.
• Identify pain points and opportunities for improvement.
• Partner with product, marketing, claims, digital, and operations to embed insights.
• Make quick, independent decisions; monitor team performance and intervene when needed.

Education

Bachelor’s Marketing

Master’s degree

Job description

AAA Auto Club Enterprises in Costa Mesa, CA, seeks a Member Experience Research Manager to lead the member experience research team and oversee the CX program across lines, driving an end-to-end view of the member journey.

You will steward Voice of Member research, manage a team of 9–15 and a research budget, and partner with product, marketing, claims, and operations to embed insights into decision-making.