Member Experience, Voice of Customer Senior Program Owner

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 seeking a detail-oriented Voice of Customer (Member) Senior Program Owner to join our fast-paced Member Experience team.  As a critical member of our team, you will be responsible for managing our member feedback and CSAT program.  Your analysis and reporting will provide valuable insights into member pain points with our product, support processes and policies. You will also play a critical role in identifying member success stories to highlight in marketing and sales collateral. 

The ideal candidate will have a strong passion for improving member experiences through data-driven analysis.  This is an office based position in the DC metropolitan area reporting to the Sr. Manager of Member Experience. 

Responsibilities

Include but are not limited to the following:

• Lead the strategy to evolve the existing CSAT program into a channel that drives product changes through insights.
• Consult with business and design research studies to meet organization objectives, and project manage cross-functional initiatives surfaced from learnings.
• Generate easy to understand reports, dashboards, and presentations to communicate findings and data-backed recommendations to stakeholders at all levels of the company
• Own the 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 actionalable solutions
• 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
• 4 years of relevant experience in an analytical VOC role
• Mastery in Qualtrics
• Strong understanding of Qualtrics APIs and using external data sources to supplement Qualtrics analyses
• Experience with survey design and strategy
• Demonstrated ability to influence change through data-backed learning

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

The ideal candidate will thrive in the following culture:

• Ability to thrive in a fast-paced environment, with changing priorities and shifting of gears
• Strong oral and written communication skills
• Must be a team player with a strong, self-managing work ethic
• Must be a self-starter with a passion for learning and continuous improvement

At ID.me, we believe that an in-office culture fosters professional growth and development, mentorship, collaboration, and accelerated innovation. This position will be in-offi