Job Title: Member Experience Insights Manager

Reports To: Member Experience and Service Enhancement Director

Group: Member Experience and Service Enhancement

The CALIFORNIA ASSOCIATION OF REALTORS is looking for a skilled, experienced, and enthusiastic Member Experience Insights Manager to join our Member Experience and Service Enhancement team! The Member Experience Insights Manager will help carry out the organization’s customer experience (CX) initiatives with a focus on data and insights. The Member Experience team will evaluate all of our members interactions with the Association to ensure that they are useful, usable, and enjoyable while focusing on eliminating pain points and creating seamless end-to-end, intuitive processes. This includes looking at products, services, communication vehicles, in-person events, and any other touchpoints with the members. 

The Insights Manager will oversee collecting, aggregating, and analyzing data from various sources throughout the organization such as surveys, CRM, website analytics, Voice of Customer, and more. The Insights Manager will work closely with the Member Experience and Service Enhancement Special Projects Director and Coordinator to use this data for identifying trends, understanding our members and their experiences, and finding opportunities for future Member Experience projects. While a lot of data exists at the organization, the Insights Manager will be responsible for integrating multiples sources of data so that several sources “talk to each other”, evaluating (and potentially revamping) current surveys and methods of collecting data, and creating a more comprehensive profile of our members – including who they are and their experiences with the organization.  

Responsibilities:

• Integrate multiple sources of data to create a comprehensive understanding of our members, individually and in segments, to ensure that their voice and feedback drives decision making.
• Create data visualizations to understand member segments and enable project and product mangers to design products and services with these groups in mind.
• Create systems and determine key metrics to evaluate success and pain points of their products and services across the organization.
• Work with stakeholders across the organization to reevaluate – and if needed revamp – how and what data is collected about our membership.
• Identify opportunities for CX projects and initiatives. Identify ways to create seamless end-to-end experiences for the member that are intuitive while creating alignment in the organization.
• Generate concise and actionable insights to share with staff, especially project and product managers. Present client experience insights findings to a range of audiences.
• Lead learning and information sharing opportunities with staff to better understand Member Insights data and key takeaways.
• Create and reinforce C.A.R.’s vision for CX principles throughout the organization.
• As time permits, participate in Member Experience brainstorming sessions, journey mapping discussions, and focus groups with staff and members to identify solutions.
• Perform other job duties as assigned.

Minimum education required

Bachelor’s degree in statistics, or related quantitative field

Minimum Experience Required

5 years of experience, including 2+ years of analytical work experience.

Skills Required

• Exceptional analytical and technical knowledge
• Experience with customer survey and other metrics tools such as Qualtrics, Google Analytics, CRM, VoC products, and Data Visualization software
• Experience with statistical packages e.g. SPSS, SAS, STATA, Tableau, or Power BI
• Critical thinker who is process and system-oriented
• Self-starter with the ability to work independently
• Strong SQL querying skills 
• Experience with customer segmentation analysis, predictive analytics, membership databases a plus
• Advanced level in Microsoft Office (Outlook, Word, Excel, PowerPoint, etc.)
• Create a culture of customer centricity within group and company
• Strong collaboration skills and ability to work with cross-functional teams
• Ability to function effectively in a variety of challenging situations and circumstances, including difficult project deadlines, demanding customers, tight budgets, and evolving goals and objectives
• Highly organized and dependable with high level of attention to detail
• Ability to work effectively with co-workers, customers and others by sharing ideas in a constructive and positive manner
• Excellent work ethic and attendance
• Consistency in giving feedback regarding work progress, timetable and issues.
• Knowledge of agile project management preferred

Leading the Way…^TM isn’t just a slogan at the CALIFORNIA ASSOCIATION OF REALTORS® (C.A.R.).  As one of the largest state trade organizations in the United States, C.A.R. provides members with tools to help complete transactions, information to keep them nimble in the marketplace and a strong clear voice on the government steps in Sacramento.  How do we do it?  We start by hiring friendly, talented people committed to working toward those common goals. 

Headquartered in sunny Los Angeles, C.A.R. offers business casual wear, an on-site exercise room, a health and wellness program including lunch and learns with guest speakers, a FitBit® program, and collaborative working areas. 

What else?

Medical, dental, vision, vitamin reimbursement, 401(k) retirement plan, 11 paid holidays, and more. 

C.A.R. staff stand by a set of core values that make us the best in the business.  Take a look for yourself and see what we are all about  www.car.org. 

For consideration - qualified applicants only please - submit cover letter and resume (in .doc, .docx, or .pdf format) to:  [email protected]. 

C.A.R. and/or its subsidiaries and agents will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance

Sorry! Due to the heavy volume of resumes we receive, only candidates being considered will be contacted directly. We appreciate your interest in employment opportunities with the CALIFORNIA ASSOCIATION OF REALTORS®.