This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

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.
• Blend strategic leadership with hands-on research, design, and testing.
• Co-own the member experience design strategy and drive decision-making for prioritized initiatives.
• Contribute to organization-wide strategy while ensuring day-to-day delivery and measurable member impact.

Qualifications

• 8+ years in customer/member experience, service design, product or program design/strategy, or related fields.
• 5+ years leading cross-functional initiatives.
• 2+ years of people leadership.
• Demonstrated record translating customer data and research into shipped experiences with measurable business and customer outcomes.
• Prior experience in corporate for-profit settings preferred.
• Design breadth with depth across research, design strategy, product/service design, content/communications, go-to-market, and change management.
• Proactive, strategic synthesizer with a clear, evidence-informed point of view.
• Cross-functional leadership experience.
• Measurement mindset with comfort in experiment design and member-experience metrics.
• Strong communication skills, including executive-ready storytelling.
• Proficiency with mixed methods research and design tools.

Requirements

• Translate insights into prioritized initiatives that increase acquisition, engagement, and retention across the member journey.
• Partner with the Director to shape member experience design strategy and roadmap.
• Lead ongoing delivery and refinement of experiment learn-adapt framework.
• Conduct mixed methods research to identify needs, journeys, and friction points.
• Translate insights into strategy, concept frameworks, service blueprints, and detailed requirements.
• Collaborate with Marketing/Comms on audience strategy and messaging.
• Coordinate delivery with various AGU departments to ensure a coherent member experience.
• Facilitate workshops and create playbooks to scale member-centric practices.
• Lead, coach, and develop a small Member Experience Design team.
• Perform other duties as required or assigned.

Benefits

• Work-life balance: remote-first organization, flexible work hours, unlimited PTO, Summer Fridays off, paid holidays, military leave, parental leave.
• Benefits: Medical, dental, vision, life insurance, disability coverage, employee assistance program, wellness, tuition reimbursement, 403(b) retirement plan, FSA, HSA, theft protection, personal and professional development, and much more.

Company Description

The American Geophysical Union (AGU) supports a global community of more than half a million professionals and advocates in the Earth and space sciences. AGU aims to advance discovery and solution science that accelerates knowledge and creates solutions that are ethical, unbiased, and respectful of communities and their values.

• AGU serves as a scholarly publisher.
• AGU convenes virtual and in-person events.
• AGU provides career support.
• AGU promotes a diverse and inclusive geoscience community through its Ethics and Equity Center.