Sr. Program Manager, Voice of Member - Member Experience

Company Overview

ID.me is a high-growth enterprise software company that simplifies how people prove and share their identity online.  The company empowers people to control their data through a portable and trusted login, which means they don’t need to create a new password when visiting sites that have the ID.me button.  ID.me’s digital identity network has over 117 million registered members, and is used by fourteen federal agencies, agencies in 30 states and over 600 corporations for secure identity proofing and verification.

ID.me’s technology meets the federal standards for consumer authentication set by the Commerce Department and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative. In addition to helping people control their credentials and data, the company’s “No Identity Left Behind” initiative strives to expand digital access and inclusion for all people. The company offers multiple pathways to identity verification – online self-serve, live video chat agents, and in person.  ID.me is passionate about building a robust identity network that does not compromise access for traditionally underserved groups.

ID.me has received numerous awards including Deloitte’s 2023 Technology Fast 500, Washington Business Journal’s Fastest Growing Companies, Entrepreneur Magazine’s 100 Brilliant Companies and Wall Street Journal’s Startup of the Year finalist.  In recent quarters, ID.me announced it raised $132 million in Series D funding, led by Viking Global Investors with participation from CapitalG, Morgan Stanley Counterpoint, FTV Capital, PSP Growth, Auctus Investment Group, Moonshots Capital, and Scout Ventures. ID.me’s most recent round brings the total investment in ID.me to over $275 million since its founding in 2010.

Role Overview

Id.me is looking for a Sr. Program Manager to lead our Voice of Member program. This role is responsible for driving our CSAT and insights strategy, and using analysis and reporting to provide valuable insights into member pain points to influence change. This role will partner cross-functionally with our product, design, member support operations, and customer success teams to drive positive member experience changes.

The individual is a detail-oriented self-starter with a passion for customer experience and a proven track record building best-in-class VOC programs.

This role will report directly to the Sr. Manager of Member Experience. The role is located in our Tysons, VA location.

Core Responsibilities:

• Lead the strategy to grow and transform our existing CSAT program into a channel that drives product changes through insights.
• Independently build the research roadmap to understand member needs and frustrations
• Generate easy-to-understand, actionable reports, dashboards, and presentations to communicate findings and data-backed recommendations to stakeholders at all levels of the company
• Consult with business and design research studies to meet organizational objectives, and project manage cross-functional initiatives surfaced from learnings
• Own our 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 actionable solutions
• Understand and surface trends across prioritized review sites and complaints 
• Partner with marketing and customer success to amplify member success stories
• 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
• 8 years of relevant experience in an analytical VOC role
• Mastery in Qualtrics, experience with DXA a plus
• Strong understanding of Qualtrics APIs and using external data sources to supplement Qualtrics analyses
• Experience analyzing unstructured data to derive actionable insights with tools such as Tableau, PowerBI, SQL, etc.
• Experience with survey design and strategy
• Demonstrated ability to influence change through data-backed learnings

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
• Ability to work autonomously and make independent decisions to meet deliverables with minimal oversight.

• Demonstrated ability to collaborate and influence cross-functional teams to drive improvements