Head of Member Experience Research & Insights

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

Benefits offered by this job

Health coverage for medical, dental, <

401(K) saving plans with company match

Pension

Tuition assistance

Floating holidays and PTO forcommunity

Paid parental leave

Wellness programs

Employee discounts

Job summary

Auto Club Enterprises seeks a Member Experience Research Manager in Costa Mesa, CA to lead the member experience research team and advance a comprehensive Voice of Member program across AAA lines. You will oversee a 9-15 person team, manage vendor relationships, and drive data-driven insights for senior leadership.

You will build an end-to-end member view, embed insights into product, marketing, claims, and operations, and set standards for research rigor while navigating a dynamic,

Qualifications

• Bachelor's degree in Marketing is required.
• Master's degree is preferred.
• 10+ years in market research, consumer insights, or CX research.
• 7-9 years of people leadership, including managing managers or teams.
• Strong executive presence and ability to distill complex research into narratives.
• Experience modernizing VOC/VOM/CX programs and tooling.
• Skilled in both leadership and hands-on research craft.
• Experience selecting and managing vendors within a budget.
• Fluent in qualitative and quantitative methods: surveys, interviews, journeys, communities, satisfaction measures.
• Comfortable rebuilding a challenged function; high ambiguity tolerance.

Responsibilities

• Modernize Voice of Member programs, including satisfaction and journey feedback across insurance and membership.
• Build an end-to-end member view by integrating feedback across policyholders, members, products, services, and touchpoints.
• Lead a broader research portfolio including behavioral science, brand/loyalty research, segmentation, community panels, and studies tied to business priorities.
• Translate research findings into clear, decision-ready recommendations for senior leadership.
• Establish intake and prioritization processes focusing the team on high-value business questions.
• Own the research vendor and platform ecosystem, including selection, contracts, and budget management.
• Set research methodology standards to ensure rigor and clear synthesis across ongoing and custom studies.
• Identify and quantify member pain points and opportunities for improvement.
• Partner cross-functionally with product, marketing, claims, digital, and operations to embed insights into decision-making.
• Make quick, independent decisions; monitor team performance and mitigate issues with multiple departments.

Skills

Market research

Customer insights

Leadership

Voice of Member

Research strategy

Budget management

Qualitative & quantitative

Executive presence

VOM/CX programs

Vendor management

Education

Bachelor's degree in Marketing

Master's degree (preferred)

Job description

Auto Club Enterprises seeks a Member Experience Research Manager in Costa Mesa, CA to lead the member experience research team and advance a comprehensive Voice of Member program across AAA lines. You will oversee a 9-15 person team, manage vendor relationships, and drive data-driven insights for senior leadership.

You will build an end-to-end member view, embed insights into product, marketing, claims, and operations, and set standards for research rigor while navigating a dynamic,