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

AAA is seeking a Member Experience Research Manager to lead a research team responsible for a comprehensive Voice of Member program across insurance and membership. The role focuses on modernizing research capabilities, elevating insights for senior leaders, and embedding member feedback into cross-functional decision-making.

The position requires 10+ years in market research or CX, strong leadership, and a proven ability to translate complex data into actionable narratives.

Qualifications

• 10+ years market research, consumer/member insights, or CX research, ideally in insurance, membership, or financial services.
• 7-9 years people leadership experience, including managing managers or teams of comparable size and complexity.
• Bachelor's in Marketing required; Master's preferred.
• Strong executive presence; ability to distill complex research into decision-ready narratives.
• Experience modernizing VOC/VOM/CX programs, including methodology and tooling.

Responsibilities

• Modernize Voice of Member programs to reflect current needs across channels and touchpoints.
• Build an end-to-end member view by integrating feedback across policyholders, members, products, and operations.
• Lead a broader research portfolio including behavioral science, branding, segmentation, and community panels.
• Translate research findings into clear, decision-ready recommendations for senior leadership.
• Establish intake and prioritization processes aligned to high-value business questions.
• Own vendor and platform ecosystem including selection, contracts, and budget management.
• Set research methodology standards for rigor and consistent synthesis across studies.
• Identify pain points, unmet needs, and opportunities for improvement.
• Partner with product, marketing, claims, digital, and operations to embed insights into decisions.
• Decide quickly and independently; monitor team performance and intervene when necessary.

Skills

Leadership

Executive presence

Research methods

Stakeholder management

VOM/CX

Cross-functional collaboration

Education

Bachelor's in Marketing

Master's degree preferred

Job description

AAA is seeking a Member Experience Research Manager to lead a research team responsible for a comprehensive Voice of Member program across insurance and membership. The role focuses on modernizing research capabilities, elevating insights for senior leaders, and embedding member feedback into cross-functional decision-making.

The position requires 10+ years in market research or CX, strong leadership, and a proven ability to translate complex data into actionable narratives.