Member Experience Analyst (m/f/x)

Who We Are

At Progyny Global were on a mission to make fertility pregnancy and family-forming care accessible worldwide. As part of Progyny Inc. we combine world-class clinical expertise with groundbreaking technology to deliver inclusive culturally competent support for families everywhere.

Our Member Experience (MX) team is at the heart of this mission guiding members through their journey with expertise empathy and operational excellence. We are now seeking a Member Experience Analyst to support our teams with data-driven insights and help us scale effectively as demand grows.

You will collaborate closely with the Director of Global Member Experience to align processes with strategic objectives build and update our knowledge management framework and generate insights from operational data.

Tasks

Strategic Support

• Take ownership of operational projects and support strategic initiatives across multiple MX teams.
• Help structure internal processes coordinate cross-functionally and track initiatives end-to-end.
• Identify gaps whether in processes tools or data and proactively design solutions.
• Prepare decision papers presentations and analyses for leadership meetings structured concise and forward-looking.
• Actively contribute to turning decisions into implementation.
• Act as a trusted contact across different functions and hierarchy levels ensuring smooth communication and alignment between teams and leadership.

Data & Insights

• Track analyze and report on KPIs across MX teams.
• Provide actionable insights to leadership to improve decision-making and optimize resources.
• Identify trends risks and opportunities in member feedback claims and operational performance.

Process Optimization

• Map document and help to refine MX processes to improve efficiency and scalability.
• Collaborate with product sales and clinic relations teams to align workflows and close operational gaps.
• Ensure new initiatives are effectively embedded into MX operations.

Knowledge Management

• Maintain and update our global knowledge base and member-facing content (e.g. member portal guidelines email templates) ensuring teams have access to accurate and up-to-date information.
• Establish quality checks and feedback loops to continuously improve knowledge content.

Requirements

Education & Experience

• Bachelors degree or equivalent work experience.
• 2 years of experience in an analyst operations consulting or related role. Experience in a fast-paced startup or VC environment is a big plus.

Skills & Competencies

• Analytical mindset: Ability to structure data extract insights and translate findings into clear actionable decision papers and presentations for leadership.
• Attention to detail: Skilled at organizing complex information and maintaining accurate documentation.
• Project management: Capable of managing multiple priorities and delivering on deadlines.
• Collaboration: Strong interpersonal skills and ability to work effectively across teams.
• Adaptability: Comfortable with ambiguity and fast-changing priorities.
• Communication: Strong written and verbal communication skills in English with the ability to create concise persuasive presentations for leadership audiences.

Benefits

Competitive salary: 50000 to 55000/year (based on experience)
Bonus & equity package
Access to the Progyny Global platform 5000 family-building benefit
1:1 mental health sessions & wellness support via Nilo Health
Sustainable mobility: Dance bike or BVG ticket
Urban Sports Club membership discount
Hybrid model: 2 days/week remote
8 weeks/year remote from anywhere
Inclusive mission-driven culture built on care collaboration and innovation

We welcome candidates from all backgrounds who are detail-oriented thrive under pressure have a strong work ethic and are motivated to make a meaningful impact.