Sr. Manager, Member Experience

WHY JOIN AGU Our employees are our most valuable assets! You will feel welcomed and supported from the moment you join our team, and you will take part in strengthening and evolving our workplace culture. We offer work\-life balance and innovative 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. WHO WE ARE The American Geophysical Union (AGU) supports a global community of more than half a million professionals and advocates in the Earth and space sciences. Through broad and inclusive partnerships, 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. Our programs include serving as a scholarly publisher, convening virtual and in\-person events, and providing career support. We live our values in everything we do, such as our net\-zero energy renovated building in Washington, D.C., and our Ethics and Equity Center, which fosters a diverse and inclusive geoscience community to ensure responsible conduct. This is an exciting time to work at AGU. Every day we approach our work with a sense of purpose, and we look for others who share that passion and desire for a career with impact. WHO YOU AREThe Senior Manager, Member Experience helps AGU advance its mission by turning member insight into clearer decisions and better experiences that grow membership and deepen engagement. Reporting to the Director, Member Experience within AEM (“Membership”), this role leads member insight and experience design work across the end\-to\-end member journey (acquisition, onboarding, engagement, renewal). This position blends strategic leadership and influence across AGU with hands\-on design and delivery work: Voice of the Customer (VoC), journey mapping, service design, UX/CX recommendations, prototyping/testing, and experience delivery. The Senior Manager partners closely with Marketing/Comms, Digital/Technology, Project Management Office (PMO), Membership program teams, and other departments to ensure AGU is consistently answering: What are member needs and barriers — and what should we change to improve the experience and support growth? This role is laser\-focused on strengthening AGU’s membership mission to be an essential lifelong partner for Earth and space science professionals across career stages, sectors, and geographies—delivering personalized, mission\-driven experiences that help members grow, connect, and lead with impact. In doing so, they serve the broader AGU mission of promoting discovery in Earth and Space sciences for the benefit of humanity. WHAT YOU WILL DO Translating insight into experience direction/action + Lead and coach on mixed‑methods research (qualitative \+ quantitative) to understand user needs, behaviors, barriers, and opportunities across key journeys + Run a practical Voice of the Customer (VoC) approach (feedback loops, surveys, interviews, usability testing, analytics review) that produces action\-ready insights + Regularly create decision and delivery\-ready outputs: journey maps, service blueprints, opportunity summaries, recommendations, and customer/user\-facing materials and content across key member interactions and offerings + Work hands\-on with the Member Experience team, and other AGU teams as appropriate, to ensure successful product, program, or service experience Experience design “doing” and delivery + Translate insights into experience improvements: journey changes, service improvements, program concepts, content/communications recommendations, and digital experience needs + Produce practical design deliverables that partners can build from (depending on initiative): user flows, content models, lightweight IA, prototypes/wireframes, and clear requirements (user stories / acceptance criteria) + Ensure solutions reflect accessibility, inclusivity, and brand standards Early concept testing, pilots, MVPs, and scaling support + Lead a “test, learn, improve” approach: define hypotheses, design solution concepts/pilots, set success measures, and iterate quickly based on evidence + Partner with Digital/Tech, Program teams, and Marketing/Comms to run targeted experiments (e.g. onboarding improvements, lifecycle messaging, new products, program offerings) that improve conversion, engagement, and renewal signals + Define learning signals and measurement plans for MVPs/pilots that support scale decisions (scale ownership sits with Assistant Director) Cross\-functional collaboration + Work day\-to\-day with Marketing/Comms, Digital/Technology, PMO, Membership teams, and other departments to align on member needs, journey gaps, tradeoffs, experience improvements, and next steps + Contribute to go\-to\-market planning by providing audience insights, journey needs, and ideas; evaluate results with partners to determine what should be strengthened or scaled + Create lightweight operating rhythms and shared tools (briefs, journeys, decision notes, etc.) that help teams move faster and stay aligned Enablement \& change + Facilitate working sessions and workshops to align stakeholders around member needs, journey priorities, and experience direction + Build playbooks/templates that help teams consistently apply member\-centered practices (VoC, journey thinking, test plans, measurement basics. Perform other duties as required or assigned which are reasonably within the scope of the duties in this job classification. WHAT YOU BRING 7\+ years in UX or CX, service design, experience strategy, product/program design, or related human\-centered and design thinking fields Track record driving actions and translating customer/member/user insight into shipped experience/product/program improvements and user\-facing design artefacts UX/CX design skills, including in Miro, Microsoft suite, Canva, and related tools A bias for action and pragmatism balanced with curiosity and collaboration Experience influencing and working across Marketing/Comms, Digital/Technology, Operations, and Program teams in a matrixed environment Professional communication and facilitation skills Able to deliver executive\-ready summaries and align stakeholders Comfortable with measurement and growth metrics (engagement funnels, conversion, adoption, retention/renewal); able to define success measures for pilots/experiments Prior experience in corporate for\-profit settings preferred AGU ESSENTIAL VALUES Accountability: Own it. Excellence: Give your all. Member \& Customer Service: Members \& Customers first. Teamwork: Together everyone achieves more. Respect\-Earn it and give it. Integrity\- Do the right thing. HIRING SPECIFICS We understand that it is unrealistic for candidates to fulfill 100% of the criteria listed in a job posting. However, we encourage you to apply if you meet many of the requirements because we know that skills evolve. If you are willing to learn and evolve alongside us, join our team! Full Time, Exempt position. This remote role is open to candidates living in many U.S. states (excluding WA, OR, and CA at this time). The salary range for this position is Starting $82,136, Mid $109,515, Max$136,894 AGU will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990\. Work Authorization: We will not sponsor applicants for work visas in the US. We care deeply about fairness so you can be ensured that your application will never be judged based on religious belief, age, color, race, creed, marital status, gender, sexual orientation, political affiliation, ethnic origin, or disability. Veterans and people with disabilities are encouraged to apply. * We are committed to providing an inclusive interview experience. If you require reasonable accommodation for any part of the interview process, please let us know and we will work with you to meet your needs.