Sr. Manager, Member Experience (51163)

AMERICAN GEOPHYSICAL UNION•Washington, DC

31d•$82,136 - $136,894•Remote

About The Position

As the Senior Manager, Member Experience, you will help AGU advance its mission by turning member insights into strategies and actions that grow membership and deepen engagement. Reporting to the Director, Member Experience within the Affiliation, Engagement, and Membership (AEM) department, you will lead end‑to‑end research, experience design strategy, program and service design, content and communications collaboration, and go‑to‑market planning with Marketing/Comms, Digital/Technology, Project Management, AEM program teams, and other AGU departments. You will blend strategic leadership with hands‑on research, design, and testing; co‑owns the member experience design strategy; drives decision‑making for prioritized initiatives; and contributes to organization‑wide strategy while ensuring day‑to‑day delivery and measurable member impact.

Requirements

8+ years in customer/member experience, service design, product or program design/strategy, or related fields; including 5+ years leading cross-functional initiatives and 2+ years of people leadership
Demonstrated record translating customer data and research into shipped experiences with measurable business and customer outcomes
Ability to thrive in mission-driven, matrixed environments and enjoy translating insights into measurable member impact
Design breadth with depth: Able to lead across research, design strategy, product/service design, content/communications, go-to-market, and change management; deep strength in at least two of these areas (including copy & comms).
Proactive, strategic synthesizer: Brings a clear, evidence-informed point of view; anticipates needs and connects diverse inputs (member insights, data, constraints) into simple, decision‑ready recommendations and next steps.
Cross-functional leadership: Demonstrated success influencing and delivering across Marketing/Comms, Digital/Technology, Operations, and Program teams in a matrixed environment.
Measurement mindset: Comfortable with experiment design, funnels, and member-experience metrics; able to define OKRs and tie work to growth outcomes.
Communication: Executive-ready storytelling-clear, compelling written, visual, and verbal communication tailored to diverse stakeholders.
Tools: Proficiency with mixed methods research and design tools, including common remote-working collaboration, analysis, and presentation approaches.

Nice To Haves

Prior experience in corporate for-profit settings preferred

Responsibilities

Membership growth & retention: Translate insights into prioritized initiatives that increase acquisition, engagement, and renewal/retention across the end-to-end member journey; own outcome metrics and plans for each initiative. Success in this role includes measurable lifts in acquisition, engagement, retention, and data-driven decision quality.
Strategy & portfolio leadership: Partner with the Director to shape member experience design strategy and roadmap aligned with AGU priorities. Support OKRs, guide data informed prioritization, and champion -member centric- decisions across teams.
Test‑and‑learn growth engine: Lead ongoing delivery and refinement of experiment learn-adapt framework (hypothesis, MVP/pilot, metrics, rapid iteration) that converts insights into scalable wins across acquisition, engagement, and renewal/retention.
Research & Insights: Lead mixed methods research (quantitative and qualitative) to identify needs, journeys, and friction points. Build Voice of the Customer (VoC) practices and pipelines that feed Marketing/Comms, Digital/Technology, and Program teams with actionable insights and testable hypotheses. Communicate insights and influence decisions through compelling narratives, artifacts, and executive readouts.
Experience, Program, Product, and Service Design: Translate insights into strategy, concept frameworks, service blueprints, journeys, content models, and detailed requirements. Lead pilot design and early-stage delivery; establish rapid experiment and feedback loops. Ensure accessibility, inclusivity, and brand alignment.
Communications, Content, and Go-to-Market Collaboration: Partner closely with Marketing/Comms on audience strategy, messaging, lifecycle communications, and go-to-market experiments—without owning the function. Evaluate results to scale what works across campaigns and evergreen journeys.
Cross-Functional Delivery & Orchestration: Coordinate delivery with Digital, Project Management, the AEM program teams, and other AGU departments (Meetings, Publishing, and more) to ensure a coherent, consistent member experience across channels and programs. Establish operating rhythms, decision forums, and artifacts that enable clarity and momentum. Ability to effectively guide experience direction and standards whether leading or influencing.
Change leadership: Facilitate workshops and change plans to align stakeholders; create playbooks, toolkits, and training to scale member centric practices.
People Leadership: Lead, coach, and develop a small Member Experience Design (MXD) team with junior-to-mid level researchers and experience strategists; provide clear expectations, feedback, and growth opportunities. Role-model AGU’s Essential Values.
Perform other duties as required or assigned which are reasonably within the scope of the duties in this job classification.