Customer Insights Manager

Current ATD Employees, click here to apply via your Workday account.

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Job Description:

The Association for Talent Development (ATD) is the premiere membership organization for those dedicated to the learning and talent development industry. Our mission is to create a world that works better by empowering L&D professionals to develop talent in the workplace.  We provide our community with a wealth of resources such as books, magazines, webinars, research, all modalities of educational programming, and offer the gold standard in talent development certifications.

This Role…

As the Customer Experience Manager at ATD, you will report to the Senior Director, Community & Customer Experience and be responsible for enhancing the overall experience of our members and customers by developing and executing customer experience strategies. This role ensures high-quality engagement across multiple touchpoints, optimizes member satisfaction, and drives customer lifetime value. The ideal candidate is passionate about delivering outstanding service, analyzing and acting on customer feedback, identifying and working to solve customer challenges, and implementing initiatives that elevate the association’s impact.

Specifically, the key initiatives you will support in this role include…

• Develop and implement customer experience strategies that align with the association’s mission and goals.

• Understand and use a variety of systems to track interactions, identify trends, and proactively address service improvements.

• Lead efforts to collect, analyze, and act on customer feedback and satisfaction data.

• Develop and maintain best practices, training materials, and resources to enhance member engagement and customer service excellence.

• Collaborate with internal stakeholders to ensure a seamless and positive experience for members and customers across all services.

• Serve as the voice of the customer, advocating for improvements in processes, technology, and communications.

• Monitor key performance metrics (KPIs) such as response times, satisfaction scores, and customer website behavior, and present insights to leadership.

• Stay informed on customer experience trends and best practices

About You…

• 3-5 years of experience in customer experience, member services, or customer support, preferably within a non-profit or association setting.

• Strong proficiency with CRM systems, help desk platforms, and data analysis tools (e.g., Salesforce, Zendesk, Clarity, HubSpot).

• Demonstrated ability to learn new technologies, such as AI to support the role and the organization

Preferred Qualifications:

• Knowledge of customer journey mapping and process optimization methodologies.

• Certification in Customer Experience (e.g., CCXP) is a plus.

Meet the Community & Customer Experience Team…

• We’re a team that spans three business areas including our developing community, our local chapters, and our customer care teams. 

• There are twelve members of the team who focus on enhancing the experience of our members and customers, partnering with volunteers around the US to run 80+ local chapters, and working with internal stakeholders to address customer needs.

Our Work Environment…

• The Association for Talent Development is a hybrid organization headquartered in Alexandria, VA. *Please note this is a Hybrid position. In-office time is required.*

• Our recently remodeled office is in the heart of Old Town Alexandria, right on King Street, just a block away from the Metro and the Historical District and Old Town Waterfront along the Potomac River.

• We are committed to our own development and offer a wide range of professional development opportunities, additional paid time off with our Learning Hours, and an annual Employee Learning Week.

• We celebrate and recognize our teammates with awards ceremonies, picnics, and other events.

If you are interested in this position, or ATD in general, we want to talk with you!

Benefits:

Employment at ATD isn’t just about a job – it's about our employees’ well-being. Our ATD LiveWell program provides a variety of essential and fun benefits based on areas of Physical, Financial, So