Lead Member Experience Analyst (Pasadena, CA)

Wescom Financial•Pasadena, CA

3d•Hybrid

About The Position

Provides analytical and operational leadership for Wescom Financial’s Member Experience (MX) function. The role owns MX analytics, reporting, Voice of the Member (VoM) operations, and closed-loop tracking, translating member feedback and performance data into actionable insights and measurable improvements. In partnership with the Director of Member Experience, the Lead Analyst enables governance, supports journey transformation, and ensures disciplined execution of enterprise MX reporting, tracking, and insight delivery. The position leads analysis of member feedback, survey results, operational data, and end-to-end member journeys; maintains MX KPIs, dashboards, reporting logic, and data structures; and supports governance forums and cross-functional action planning. It also manages day-to-day VoM operations, survey lifecycle activities, feedback processes, action trackers, and MX technology and data stewardship. The role may qualify as hybrid, based at Wescom’s Pasadena offices, and employees must reside within Wescom’s California service area. Wescom may discontinue remote or hybrid status at its discretion.

Requirements

At least 5 years of progressive experience in member/customer experience, voice of customer/member programs, market research, journey analytics, operational analytics, or related disciplines.
Demonstrated ability to analyze survey, behavioral, operational, or journey data and translate findings into actionable recommendations, clear narratives, and measurable improvement opportunities.
Experience calculating, trending, forecasting, and interpreting MX or CX KPIs such as NPS, MSAT/CSAT, MES/CES, response rates, service quality measures, and journey improvement outcomes.
Experience administering or supporting survey programs, feedback platforms, dashboards, reporting processes, data quality controls, and recurring stakeholder reporting routines.
Ability to analyze complex concepts and explain them in clear, concise terms, both verbally and in writing.
Ability to prepare and deliver audience-appropriate presentations to stakeholders at all organizational levels, including senior management.
Ability to work proactively in a fast-paced environment with concurrent and shifting priorities, using effective self-organization and time management.
Excellent oral and written communication skills, including translating complex data, member feedback, and operational findings into clear insights for business partners and leadership.
Strong cross-functional collaboration and influence skills; ability to support alignment and accountability through data-driven recommendations and follow-up tracking.
Analytical and strategic thinking combined with hands-on execution.
Strong organization, documentation, prioritization, and follow-through skills, including managing recurring reporting cycles, multiple workstreams, and shifting deadlines.
Experience supporting MX/CX technology ecosystems, including survey platforms, feedback management tools, dashboards, and reporting processes; ability to assist with configuration, testing, documentation, data quality, and operational upkeep.
Experience with survey and feedback platforms such as Qualtrics or Medallia, including survey programming support, distribution, response monitoring, dashboards, text analytics, and reporting.
Strong Excel and PowerPoint skills.
Proficiency in Microsoft 365 applications, including Word, Excel, Outlook, PowerPoint, and Teams.
Ability to perform basic arithmetic and calculate rates, ratios, percentages, averages, trends, variances, response rates, and other basic statistical measures used in member experience analysis.

Nice To Haves

Financial services experience is preferred.
Certified Customer Experience Professional (CCXP), Qualtrics, Medallia, or equivalent experience management certification is strongly preferred.
Experience supporting cross-functional initiatives, governance routines, action tracking, or project coordination without direct operational authority is preferred.
Experience with journey mapping, service blueprinting, root-cause analysis, process improvement, or member/customer friction analysis is preferred.
Knowledge of member/customer experience best practices, Voice of the Member/Customer program management, survey methodology, journey management, and experience governance is highly desired.
Awareness of AI-driven text analytics, sentiment analysis, natural language processing, and predictive modeling as applied to member/customer experience management is preferred.
Exposure to AI-enabled CX tools, including text and sentiment analytics, natural language processing, and predictive member behavior modeling.
Experience with Power BI, SQL, data visualization, statistical analysis, or other analytics tools.

Responsibilities

Translate member feedback, survey results, and operational data into actionable insights; identify root causes, friction points, and trends; and develop prioritized recommendations.
Deliver dashboards and concise, executive-ready summaries to inform decisions.
Own the integrity and delivery of MX reporting, KPIs, and performance tracking, including NPS, MSAT, MES, and response rates.
Maintain and enhance dashboards, reporting logic, and data structures.
Prepare materials, track priorities, and support decision documentation for governance routines.
Analyze end-to-end member journeys to identify friction, inefficiencies, and improvement opportunities.
Support journey mapping and transformation through data synthesis, root-cause analysis, and documentation.
Track journey initiatives, owners, milestones, and measurable outcomes, including KPI impact.
Administer and optimize the VoM ecosystem, including surveys, dashboards, and feedback processes.
Manage survey lifecycle activities, including design support, deployment, monitoring, and quality checks.
Support text analytics, feedback tagging, and continuous improvement of VoM processes.
Enable business partners with actionable insights, data interpretation, and performance tracking.
Support action planning by clarifying owners, milestones, dependencies, and expected outcomes.
Reinforce consistent use of MX data, governance practices, and journey frameworks.
Own closed-loop tracking of experience improvement initiatives, including journey- and service-related actions.
Maintain action trackers, validate progress, quantify outcomes where data is available, and surface risks, blockers, and unresolved issues to leadership and stakeholders.
Research industry practices, trends, and MX methodologies, and translate findings into practical recommendations for the MX roadmap.
Support configuration, testing, and optimization of MX platforms and reporting tools; ensure data quality, documentation, and reporting consistency; and identify opportunities to improve automation, integration, and analytical efficiency.
Provide analytical and operational support for MX governance forums and stakeholder meetings; prepare insights, dashboards, and action trackers, and support discussions and follow-ups.