Senior Associate, Member Experience Strategy

SENIOR ASSOCIATE, MEMBER EXPERIENCE STRATEGY

ABOUT THE ROLE: 

As the Member Experience team, we are responsible for advocating for our members and amplifying their voice across Current. As a Member Experience strategist, you will be an integral player in fueling customer-centric culture and decision-making across the company. You will drive continuous improvement initiatives to deliver an end-to-end experience that motivates loyalty and engagement from our users and makes money feel simple and approachable.

You will collect and analyze data to generate customer insights that inform improvements and future roadmaps of partner teams, including product and product marketing. You will support the design and execution of solutions that create high quality support experiences, partnering cross-functionally to gain buy-in and support to deliver a seamless customer experience.

RESPONSIBILITIES:

• Conduct qualitative and quantitative analysis to deeply understand our members’ needs and pain points
• Generate insights and recommendations to inform product, communications and marketing, and customer support decision-making and planning
• Coordinate with teams to execute cross-functional research and deliver impactful, data-driven narratives
• Develop strategic points of view on what makes a best-in-class member experience
• Drive the execution of strategic projects and initiatives both internal to Member Experience and cross-functionally
• Partner with product managers, product marketers, data analysts, engineers, and other stakeholders to deliver on member experience initiatives

ABOUT YOU:

• Exceptionally customer-focused - you are passionate about crafting experiences that meet and exceed customer expectations
• Self-motivated and relentless - you are able to identify roadblocks, develop viable solutions and push toward objectives
• Excellent communication and presentation skills -  you have a demonstrated ability to influence and foster deep positive relationships with external partners
• Analytical and creative - you are driven to find and explore complex information and data in creative ways in order to distill cogent and compelling takeaways

REQUIREMENTS:

• 2-4 years of management consulting or in a customer-focused, strategic role; prior tech experience a plus
• Comfortable getting into the weeds on a variety of technical and operational issues
• Ability to synthesize disparate information quickly to develop succinct, actionable insights and recommendations
• Ability to execute in a fast-paced and fluid startup environment 
• Has worked with varied teams and multiple stakeholders to influence decision-making and deliver outcomes
• Experience with looker, amplitude, SQL a plus
• Familiarity with design thinking or human-centered design methodologies a plus

BENEFITS:

• Competitive salary 
• Meaningful equity in the form of stock options 
• 401(k) plan with company matching
• Discretionary performance bonus program 
• Biannual performance reviews
• Medical, Dental and Vision premiums covered at 100% for you and your dependents 
• Flexible time off and paid holidays 
• Generous parental leave policy
• Commuter benefits 
• Fitness benefits
• Healthcare and Dependent care FSA benefit 
• Employee Assistance Programs focused on mental health 
• Healthcare advocacy program for all employees 
• Access to mental health apps 
• Team building activities
• Our modern Chelsea-based office with open floor plan, stocked kitchen, and catered lunches