Program Manager, Member Experience at Chime · LumiJobs

Responsibilities

At Chime, we believe the best decisions start with a deep understanding of our members. As part of the Voice of the Member team, you'll help uncover what members are experiencing, why it matters, and how Chime can respond.
You'll help deepen and scale that understanding across the company by turning member sentiment, feedback, and other experience signals into actionable insights. Working across sources like support conversations, social channels, app reviews, surveys, and operational data, you'll identify meaningful patterns, investigate emerging issues, and help teams make more informed decisions on behalf of our members. You'll also experiment with AI, automations, and new ways of delivering insights so teams can access and act on the member perspective more quickly and effectively.
This role is ideal for someone who loves solving ambiguous problems, connecting dots across multiple sources of information, and turning complex information into clear, compelling stories. You'll partner closely with product teams, business leaders, and executives to help ensure the member perspective is embedded in the decisions that matter most.
The base salary offered for this role and level of experience will begin at $105,000.00 and up to $145,000.00. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.
Investigate the biggest sources of member frustration and delight across Chime, combining signals from feedback, support conversations, social channels, app reviews, and operational data to understand what's happening and why.
Build and evolve tools, automations, and AI-enabled workflows that help teams across Chime access, understand, and act on member insights more effectively.
Identify opportunities where manual analysis, reporting, or decision-making can be improved through automation, experimentation, and new approaches to surfacing member sentiment at scale.
Turn complex findings into clear, compelling narratives that help product teams, business leaders, and executives make better decisions on behalf of our members.
Lead deep-dive analyses on important member experience topics, identifying root causes, quantifying impact, and uncovering opportunities to improve the member experience.
Shape and deliver company-wide sentiment readouts that help Chime stay connected to what members are experiencing and where we should focus our attention.
Ask questions others aren't asking, proactively investigate emerging issues, and surface insights that help Chime better understand and serve its members.
To thrive in this role, you have

Program Manager, Member Experience

Responsibilities

Qualification

Required

Preferred

Benefits

Company

Chime

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