Sr. Manager, Member Experience (51691)

About the role

The Senior Manager, Member Experience helps AGU advance its mission by turning member insight into clearer decisions and better experiences that grow membership and deepen engagement. This role leads member insight and experience design work across the end-to-end member journey (acquisition, onboarding, engagement, renewal).

Responsibilities

• Translating insight into experience direction/action
• Lead and coach on mixed-methods research (qualitative + quantitative) to understand user needs, behaviors, barriers, and opportunities across key journeys
• Create practical Voice of the Customer (VoC) approaches (feedback loops, surveys, interviews, usability testing, analytics review) that produce action-ready insights
• Create decision and delivery-ready outputs: journey maps, service blueprints, opportunity summaries, recommendations, and customer/user-facing materials and content across key member interactions and offerings
• Work hands-on with the Member Experience team, and other AGU teams as appropriate, to ensure successful product, program, or service experience
• Translate insights into experience improvements: journey changes, service improvements, program concepts, content/communications recommendations, and digital experience needs
• Produce practical design deliverables that partners can build from (depending on initiative): user flows, content models, lightweight IA, prototypes/wireframes, and clear requirements (user stories / acceptance criteria)
• Ensure solutions reflect accessibility, inclusivity, and brand standards
• Lead a "test, learn, improve" approach: define hypotheses, design solution concepts/pilots, set success measures, and iterate quickly based on evidence
• Partner with Digital/Tech, Program teams, and Marketing/Comms to run targeted experiments (e.g. onboarding improvements, lifecycle messaging, new products, program offerings) that improve conversion, engagement, and renewal signals
• Define learning signals and measurement plans for MVPs/pilots that support scale decisions (scale ownership sits with Assistant Director)
• Cross-functional collaboration: work day-to-day with Marketing/Comms, Digital/Technology, PMO, Membership teams, and other departments to align on member needs, journey gaps, tradeoffs, experience improvements, and next steps
• Contribute to go-to-market planning by providing audience insights, journey needs, and ideas; evaluate results with partners to determine what should be strengthened or scaled
• Create lightweight operating rhythms and shared tools (briefs, journeys, decision notes, etc.) that help teams move faster and stay aligned
• Enablement & change: facilitate working sessions and workshops to align stakeholders around member needs, journey priorities, and experience direction
• Build playbooks/templates that help teams consistently apply member-centered practices (VoC, journey thinking, test plans, measurement basics)

Requirements

• 7+ years in UX or CX, service design, experience strategy, product/program design, or related human-centered and design thinking fields
• Track record driving actions and translating customer/member/user insight into shipped experience/product/program improvements and user-facing design artefacts
• UX/CX design skills, including in Miro, Microsoft suite, Canva, and related tools
• A bias for action and pragmatism balanced with curiosity and collaboration
• Professional communication and facilitation skills
• Able to deliver executive-ready summaries and align stakeholders
• Comfortable with measurement and growth metrics (engagement funnels, conversion, adoption, retention/renewal); able to define success measures for pilots/experiments
• Prior experience in corporate for-profit settings preferred

Qualifications

• Education: Bachelor's degree in a relevant field (e.g., Human-Computer Interaction, Design, Business, etc.)
• Experience: 7+ years in UX or CX, service design, experience strategy, product/program design, or related human-centered and design thinking fields

Skills

• Strong problem-solving and analytical skills
• Excellent communication and interpersonal skills
• Ability to manage multiple projects simultaneously
• Experience with Agile methodologies and project management tools

Benefits

AGU offers a comprehensive benefits package including medical, dental, vision, life insurance, disability coverage, employee assistance program, wellness programs, tuition reimbursement, 403(b) retirement plan, Flexible Spending Account (FSA), Health Savings Account (HSA), theft protection, personal and professional development opportunities, and much more.

Pay

The starting salary range for this position is $82,136, with mid-range at $109,515 and maximum at $136,894.

Schedule

This is a full-time, exempt position. The role is remote and open to candidates living in many U.S. states (excluding WA, OR, and CA at this time).