Head of Member Experience & Insights

TEKsystems; Costa Mesa (CA); On-site; USD 150,000 - 190,000; Full time

Benefits offered by this job

Health coverage

401(K) with company match

Pension

Tuition assistance

Floating holidays and PTO

Parental leave

Wellness programs

Employee discounts

Job summary

TEKsystems in Costa Mesa, CA is seeking a Member Experience Research Manager to lead the member experience research function across multiple lines, owning Voice of Member and customer satisfaction research, guiding a strategic custom research portfolio, and modernizing capabilities.

You will manage a large team (~915 reports), partner with senior leaders, vendors, and cross-functional teams to embed insights into strategies and roadmaps, while ensuring rigor and actionable recommendations.

Qualifications

• Bachelor's degree in Marketing is required.
• 10+ years of experience in market research, consumer or member insights, or customer experience research, ideally within insurance, membership, or financial services.
• Experience leading a team of managers or large teams with complexity.

Responsibilities

• Lead and modernize Voice of Member programs, including satisfaction and journey-level feedback, to reflect current member needs across insurance and membership offerings.
• Build an end-to-end view of the member experience by integrating feedback across policyholders, members, products, services, and touchpoints.
• Own and guide a research portfolio including behavioral science, brand and loyalty research, segmentation, and custom studies.
• Translate complex research findings into clear, decision-ready narratives for senior leadership.
• Establish intake and prioritization processes to focus on high-value questions.
• Oversee research vendors and platform ecosystem, including contract negotiation and budgets.
• Set research methodology standards for rigor and synthesis across programs.
• Identify and quantify member pain points and opportunities for improvement.
• Partner with product, marketing, claims, digital, and operations to embed insights into roadmaps.

Skills

Executive presence

People leadership

Qualitative research

Quantitative research

Stakeholder collaboration

Vendor management

Education

Bachelor's degree in Marketing

Masters degree

Tools

Research platforms

Survey tools

Online communities

Job description

TEKsystems in Costa Mesa, CA is seeking a Member Experience Research Manager to lead the member experience research function across multiple lines, owning Voice of Member and customer satisfaction research, guiding a strategic custom research portfolio, and modernizing capabilities.

You will manage a large team (~915 reports), partner with senior leaders, vendors, and cross-functional teams to embed insights into strategies and roadmaps, while ensuring rigor and actionable recommendations.