Improvement and Member Insights Analyst

HawaiiUSA Federal Credit Union•Honolulu, HI

About The Position

The Improvement and Member Insights Analyst acts as the crucial link between member feedback and organizational action within the Org Transformation Department. This role is responsible for managing the Voice of the Member (VOM) program, ensuring that all member feedback is systematically collected, analyzed, and converted into prioritized opportunities for improvement. The Analyst collaborates closely with Continuous Improvement and various cross-functional teams to synthesize member data into "Insight-to-Action Briefs." These briefs are designed to inform process redesign, service recovery efforts, and strategic decision-making, ultimately leading to measurable improvements in the member experience. As the VOM program evolves, this position will become increasingly vital in how the organization identifies, prioritizes, and acts upon opportunities to strengthen member relationships and further the Credit Union's mission.

Requirements

Three to five years of progressive experience in at least one of the following disciplines required: Members/ customer experience, process improvement, market research, or a related analytical field.
High School Diploma or equivalent.

Nice To Haves

Three or more years of experience in financial services, Credit Union or banking environments.
Experience administering or configuring enterprise software platforms for data collection, reporting, or case management.
Bachelor's degree in Business Administration or related field.
Professional certification in customer experience, survey research methodology, or feedback program management preferred.
Six Sigma Yellow Belt or equivalent process improvement certification preferred.

Responsibilities

Steward both solicited and unsolicited feedback channels, ensuring all member input, including NPS surveys, social media, frontline observations, and other member signals, flows into a centralized repository for analysis and action.
Partner with the VP-EPM to administer the Enterprise Voice of the Member program, including survey deployment, feedback consolidation, and platform administration within the MLG/Medallia ecosystem to maintain a comprehensive view of member sentiment across all touchpoints.
Monitor and document feedback sharing accountability across business units, documenting who received VOM data, what actions resulted, and what insights were generated, to build organizational habits of closing the feedback loop.
Ensure that member feedback signals indicating service recovery needs are promptly identified and routed to the appropriate operational teams for resolution, maintaining visibility into follow-up status.
Partner with the VP-EPM to own and refine a prioritization framework that evaluates improvement opportunities by member impact, financial sustainability, feasibility, and strategic alignment, ensuring the Credit Union focuses on the highest-value interventions first.
Synthesize member feedback data, root-cause analyses, and trend patterns into Insight-to-Action Briefs that clearly articulate pain points, quantify member and financial impact, and recommend prioritized improvement opportunities for handoff to Continuous Improvement and operational teams.
Facilitate collaborative engagement with business unit leaders, branch managers, product managers, digital banking, operations, and member solutions center teams to embed member-centric thinking into departmental workflows, KPI development, and service delivery standards.
Prepare clear and accessible data narratives and presentation from member experience metrics into strategic business insights, influencing evidence-based decision making throughout the Credit Union.
Partner with the Director of Continuous Improvement to ensure VOM-identified opportunities are effectively transitioned into improvement initiatives, participating in root-cause sessions as the voice-of-the-data contributor while Continuous Improvement owns methodology selection, solution design, and implementation.
Support cross-functional dialogue around member feedback themes, identifying systemic patterns that span organizational boundaries and require coordinated intervention, and support the expansion of VOM presence into areas not yet covered by formal feedback collection.
Support the development and delivery of scalable reporting frameworks, including touchpoint level reports, leadership dashboards, VOM flash reports, and quarterly deep-dive analyses, that provide actionable visibility into member experience performance across the Credit Union.
Track and report on closed-loop metrics to measure whether implemented improvements achieve their intended member experience outcomes, creating a feedback-to-results value chain that demonstrates program ROI to leadership.
Partner with the VP-EPM to develop and maintain VOM program effectiveness measures that assess the maturity, reach, and organizational impact of the feedback ecosystem, supporting continuous refinement of listening and response capabilities.
Cultivate strong advisory relationships with internal stakeholders at all levels, building organizational commitment to acting on member feedback and fostering a culture where the voice of the member drives continuous improvement.
Develop and distribute member experience coaching insights, recognition summaries, and follow-up updates that reinforce the connection between member feedback and tangible organizational action.
Coordinate with the VOM Committee to expand organizational capacity for receiving, interpreting, and responding to member insights, supporting workforce development in quality improvement and systems thinking.
Build a knowledge repository of improvement recommendations, completed initiatives, outcomes achieved, and lessons learned that captures institutional intelligence, reduces single-point-of-failure risk, and prevents duplication of effort.
Establish and maintain consistent data collection processes and feedback categorization standards across all VOM channels, enabling reliable trend identification, benchmarking, and analytical integrity as the program scales.
Gather and document business requirements from internal stakeholders to inform the design of VOM program enhancements, feedback processes, and reporting solutions.
Perform other duties as required to support departmental and organizational objectives.

Benefits

100% of employees’ single medical, drug, vision, and dental monthly health insurance premiums are covered.
Paid volunteer time
Pay it forward program
Matching charitable donations up to $250 per year per employee
Tuition assistance for higher education
Paid Time Off
11 Paid Holidays
401(k) and 3% Employer Contribution
Health insurance
Vision insurance
Dental insurance
Prescription drug insurance
Life insurance
Flexible spending account
Disability insurance
Opportunities for advancement
Employee assistance program
Referral program
Retirement plan
Employee discount
Paid training
Professional development assistance
AD&D insurance
Credit union membership
Paid orientation