Member Experience Research Manager

TEKsystems; Costa Mesa (CA); Presencial; USD 150.000 - 190.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health coverage

401(K) with company match

Pension

Tuition assistance

Floating holidays and PTO

Parental leave

Wellness programs

Employee discounts

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Executive presence

People leadership

Qualitative research

Quantitative research

Stakeholder collaboration

Vendor management

Educación

Bachelor's degree in Marketing

Masters degree

Herramientas

Research platforms

Survey tools

Online communities

Descripción del empleo

Member Experience Research Manager

Job Description

The Member Experience Research Manager leads the member experience research function and team, overseeing an established customer experience program across multiple business lines with the goal of creating an end-to-end view of the member journey. This role owns Voice of Member and customer satisfaction research, guides a strategic custom research portfolio, and is accountable for modernizing research capabilities, elevating performance, and positioning the function as a trusted source of insight for senior leaders. The manager oversees a team of approximately 915 direct and indirect reports, manages research vendors and technology budgets, and serves as a key partner to cross-functional stakeholders to embed member insights into decision-making.

Responsibilities

• Lead and modernize Voice of Member programs, including satisfaction and journey-level feedback, to reflect current member needs, channels, and touchpoints across insurance and membership offerings.
• Build an end-to-end view of the member experience by integrating feedback across policyholders, members, products, services, and operational touchpoints.
• Own and guide a broader research portfolio that includes behavioral science, brand and loyalty research, segmentation, community panels, and custom qualitative and quantitative studies aligned to business priorities.
• Serve as a credible partner to senior leadership by translating complex research findings into clear, decision-ready narratives and recommendations.
• Establish intake and prioritization processes that focus the research team on the highest-value business questions and strategic initiatives.
• Own the research vendor and platform ecosystem, including vendor selection, contract negotiation, and ongoing budget management.
• Set research methodology standards to ensure rigor, consistency, and clear synthesis across ongoing measurement programs and custom studies.
• Identify and quantify member pain points, unmet needs, and opportunities for improvement across the member journey.
• Partner cross-functionally with product, marketing, claims, digital, and operations teams to embed member insights into strategies, roadmaps, and day-to-day decision-making.
• Understand changing business needs and goals and quickly develop marketing and member research plans that meet business objectives and success metrics.
• Make timely, independent decisions regarding research priorities, approaches, and resource allocation, while knowing when to escape issues.
• Monitor the performance of team members, provide coaching and support, and intervene when necessary to ensure high-quality delivery and continuous improvement.
• Anticipate potential issues within the research function and across stakeholder groups, and proactively mitigate or resolve those issues by collaborating with multiple departments and levels of the organization.
• Lead a team of approximately 915 direct and indirect reports, including managers, and help modernize and rebuild the research function as needed.
• Maintain strong executive presence by presenting research outcomes to senior leaders, selling ideas and vision, influencing decisions, and engaging in tough conversations when necessary.
• Manage and optimize the use of research technologies, platforms, and tools to support modern, scalable, and efficient research operations.
• Ensure that Voice of Member, VOC, and CX measurement programs are continuously improved to capture evolving member expectations and behaviors.
• Champion a culture of insight-driven decision-making and position the research team as a trusted advisor to the broader organization.

Essential Skills

• Bachelors degree in Marketing is required.
• Masters degree is preferred.
• 10+ years of experience in market research, consumer or member insights, or customer experience research, ideally within insurance, membership, or financial services.
• 79 years of people leadership experience, including managing managers or teams of similar size and complexity.
• Deep market research and consumer insights expertise with a proven track record of leading a research team.
• Strong executive presence with the ability to distill complex research into clear, decision-ready narratives for senior leaders.
• Experience modernizing or rebuilding legacy Voice of Customer, Voice of Member, or customer experience programs, including methodology and tooling.
• Fluency across qualitative and quantitative research methods, including surveys, interviews, journey research, online communities, and satisfaction measurement.
• Demonstrated ability to turn research findings into a clear point of view and actionable recommendations for the business, rather than only running studies.
• Experience selecting, managing, and optimizing research vendors and platforms within a defined budget.
• Skilled in both people leadership and hands-on research craft, able to lead teams while engaging directly in research when needed.
• High tolerance for ambiguity and the ability to form and communicate a clear vision for where the research function needs to go.
• Strong judgment regarding when to escape issues versus resolving them independently.
• Ability to speak confidently with leadership, including senior executives, and handle tough conversations when needed.
• Ability to balance a strong backbone with flexibility, adapting to changing business needs while maintaining clear standards and direction.

Additional Skills and Qualifications

• Experience in insurance, membership, or financial services environments is highly beneficial.
• Background in behavioral science, brand and loyalty research, segmentation, and community panels.
• Experience in UX research, including journey mapping, research and development, and research analysis.
• Exposure to UX design practices, qualitative research techniques, and wireframing is a plus.
• Experience leading modernization or change initiatives within research or customer experience functions.
• Comfort improving and rebuilding a challenged function and being energized by building rather than maintaining.
• Ability to create a compelling vision for the research function and rally teams and stakeholders behind it.
• Occasional travel availability for off-site business meetings or conferences (approximately 5%).

Work Environment

This is an on-site role based in Costa Mesa, California, within the USA. The position operates in a professional office environment, collaborating closely with product, marketing, claims, digital, and operations teams and engaging regularly with senior leadership. The work involves extensive use of research platforms, survey tools, online communities, and other technologies that support Voice of Member and customer experience measurement, as well as qualitative and quantitative research. Occasional travel, estimated at around 5%, may be required for off-site business meetings or conferences. The environment emphasizes modern research practices, cross-functional collaboration, and a focus on member-centric decision-making, with a professional business attire standard appropriate for executive-facing presentations and stakeholder meetings.

Job Type & Location

This is a Permanent position based out of Costa Mesa, CA.

Pay and Benefits

The pay range for this position is $150000.00 - $190000.00/yr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Remarkable benefits: Health coverage for medical, dental, vision 401(K) saving plans with company match AND Pension Tuition assistance Floating holidays and PTO for community volunteer programs Paid parental leave Wellness programs Employee discounts (membership, insurance, travel, entertainment, services and more!)

Application Deadline

This position is anticipated to close on Nov 6, 2026.

Workplace Type

This is a fully onsite position in Costa Mesa,CA.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.