Role Overview

ID.me is seeking a detail-oriented Voice of Customer (Member) Senior Program Owner to join our fast-paced Member Experience team. As a critical member of our team, you will be responsible for managing our member feedback and CSAT program. Your analysis and reporting will provide valuable insights into member pain points with our product, support processes and policies. You will also play a critical role in identifying member success stories to highlight in marketing and sales collateral. 

The ideal candidate will have a strong passion for improving member experiences through data-driven analysis. This is an office based position in the DC metropolitan area reporting to the Sr. Manager of Member Experience. 

Responsibilities

Include but are not limited to the following:

• Lead the strategy to evolve the existing CSAT program into a channel that drives product changes through insights.
• Consult with business and design research studies to meet organization objectives, and project manage cross-functional initiatives surfaced from learnings.
• Generate easy to understand reports, dashboards, and presentations to communicate findings and data-backed recommendations to stakeholders at all levels of the company
• Own the end-to-end Qualtrics implementation: survey design, implementation, reporting and monitoring
• Conduct root cause analysis to understand the underlying reasons for customer dissatisfaction and recommend actionalable solutions
• Design and implement an NPS program to regularly gather feedback from ID.me members

Required Qualification

• Bachelors Degree in a relevant field such as Economics, Business, Mathematics, other quantitative focus, or equivalent experience
• 4 years of relevant experience in an analytical VOC role
• Mastery in Qualtrics
• Strong understanding of Qualtrics APIs and using external data sources to supplement Qualtrics analyses
• Experience with survey design and strategy
• Demonstrated ability to influence change through data-backed learning

Ideal Qualifications

• Ability to work autonomously and make independent decisions to meet deliverables with minimal oversight
• Strong interpersonal skills including strong listening, written and verbal communication, and the ability to communicate with others clearly and professionally

The ideal candidate will thrive in the following culture:

• Ability to thrive in a fast-paced environment, with changing priorities and shifting of gears
• Strong oral and written communication skills
• Must be a team player with a strong, self-managing work ethic
• Must be a self-starter with a passion for learning and continuous improvement

At ID.me, we believe that an in-office culture fosters professional growth and development, mentorship, collaboration, and accelerated innovation. This position will be in-office based at one of our locations in either McLean, VA or Sunnyvale, CA. Working in an office together allows our culture to thrive and our team members to establish real connections with their coworkers and the opportunity for lifelong friendships. Our work is critical to protecting online identity and we’re confident that working together is how we’ll change the world. #LI-JS1