Member Experience Lead (Contract)

nnJuno Search Partners is working with one of our clients, a national insurance company, to find a Member Experience Lead responsible for supporting identifying research opportunities and leveraging insights based on voice-of-the-customer data to create a world class member experience. The Member Experience Lead helps design highly innovative and visible projects that are transformative to the member experience. Partners with key business areas throughout the organization to design an ideal future state experience using design thinking principles.nn nn n nn nnThis would be a 6 month hybrid contract role in Philadelphia Pa. The roles responsibilities include;nn nn n nn nDrives VoC research, through new studies and review of existing data, to understand current state member experience, pain points, and unmet needs. Includes research activities such as analysis of surveys and operational metrics, usability testing, conducting workshops with internal stakeholders to align to business needs, member focus groups, frontline employee focus groups, etcn nCompiles finished, well-documented research findings to deliver meaningful and actionable insights for future-state omni-channel member experiences that improve net promoter scores (NPS)n nPartners with product and designers to inform on potential direction for new experiences and test with membersn nNegotiates recommendations with leadership, finding balance of member experience improvement with operational efficiencyn nPrepares written reports and presentations regarding project status, recommendations, and member experience direction.n nResearches and stays up to date on latest member experience strategies to devise fresh approaches to uncover insights and actionable results.n nn n nn nnRequirements/Experience;nn nBachelor’s Degree in Marketing, Business Administration or related field or equivalent work experiencen n8+ years of relevant work experience (i.e., Marketing, Research, Member Experience)n nCustomer research experience (e.g., surveys, segmentation/personas development, focus groups, etc.)n nSuccessful track record of driving results across multiple channels and initiatives.n nPay rate is based on experience between $50-$57hrn

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