Lead Member Insights, UK/Europe

6+ years in Customer Experience, Analytics, or RCA focused roles Specific experience managing teams that drive change Proven ability to synthesize complex data sets into clear narratives Strong background in managing customer education Skilled at managing cross-functional teams (Writers and Analysts) Understanding of how support operations run (Zendesk, Kustomer) Impactful communicator confident in challenging stakeholders with data

Own the VoC strategy by aggregating feedback from all channels Lead the member-facing content team to ensure accuracy and optimize self-service Analyze qualitative and quantitative data to identify trends and root causes Collaborate with Product, Engineering, and Operations to translate feedback into improvements Review and improve survey designs and methodologies Recruit and mentor a high-performing team of Content Writers and Insight Analysts Ensure internal knowledge bases align with external content Monitor sentiment trends as an early warning system Optimize processes for scale and identify areas for improvement Define and uphold quality standards and tone of voice for member-facing content