Member Experience Analyst

Vermont Federal Credit Union•South Burlington, VT

12d•Hybrid

About The Position

Vermont Federal Credit Union is recruiting for a Member Experience Analyst out of our Kennedy Drive Location. The Member Experience Analyst role will map the journeys members take across Vermont FCU’s products, delivery channels, and touchpoints; identify friction points and gaps within those journeys; develop recommendations to address them; and work collaboratively with cross-functional teams on initiatives to drive improvement. The ideal candidate will bring a well-informed, member-centric perspective, advocating for the voice of the member throughout Vermont Federal Credit Union’s processes, policies, and operations. This role has hybrid flexibility, with in-person meetings and periodic branch visits required.

Requirements

2-5 years of relevant experience in customer experience, consumer research, UX design, or a related field.
Familiarity with journey mapping, jobs-to-be-done framework, user-centric design principles, and customer feedback analysis.
Strong facilitation, communication, and collaboration skills.
Able to facilitate cross-functional working sessions and translate complex findings into clear, compelling narratives for various stakeholders.
Excellent communication skills, written and verbal, with the ability to articulate technical concepts to non-technical stakeholders.
Strong organizational skills with the ability to work independently, manage multiple workstreams, and follow through from insight to implementation.

Nice To Haves

Experience in financial services, credit unions, community banking, or a mission-driven organization is a plus.

Responsibilities

Lead the development of member journey maps across Vermont FCU’s products, life stages, and service interactions, with the goal of improving the member experience.
Conduct research, including branch observations, production testing, competitor testing, member survey data, and stakeholder workshops to surface pain points, moments of friction, and gaps between member expectations and actual experience.
Develop clear, prioritized improvement recommendations with defined business cases and measurable success criteria.
Work collaboratively with cross-functional teams to advance recommendations from insight to implementation while keeping member perspective a priority.
Track outcomes against baseline experience metrics to measure progress over time.
Support the administration and analysis of Vermont FCU’s member survey data.
Prepare Voice of the Member reports for leadership and relevant stakeholders, highlighting trends, outliers, and opportunities.
Maintain a scorecard and dashboard tracking key metrics relevant to the health and performance of Vermont FCU’s member experience.
Represent the member perspective in product development, process redesign, and technology implementation discussions, ensuring that internal decisions are assessed through the lens of member impact.
Serve as a thought partner and resource to business units seeking to improve their member-facing processes, communications, and interactions.
Support the strategic planning process by providing member experience data and analysis that informs initiative prioritization and goal setting.
Deliver outstanding service that is in alignment with the Credit Union's Core Values.