Member Experience Analyst
About The Position
The Member Experience Analyst is a data-driven problem solver who provides actionable insights to enhance member satisfaction and operational efficiency. This role focuses on analyzing performance across retail and member experience channels, identifying trends, and recommending improvements that allow managers to concentrate on coaching and service delivery rather than data gathering. The Analyst partners closely with BiTE, Marketing, and Member Experience leadership to build dashboards, monitor KPIs, and translate member feedback into meaningful actions. They review verbatim comments, conduct root cause analysis, and evaluate process impacts to ensure a seamless experience for members. Success in this role requires strong analytical skills, attention to detail, and the ability to communicate insights clearly across all levels of the organization while adhering to all organizational policies and all Federal and State laws and regulations governing applicable to the Credit Union, including the Bank Secrecy Act.
Requirements
- Bachelor’s degree in Business, Analytics, Marketing, or related field (or equivalent experience).
- 2 years of experience in data analysis, reporting, or customer/member experience roles.
- Strong analytical and quantitative skills; proficiency in Excel, Power BI, or Tableau.
- Ability to synthesize data and present actionable insights.
- Excellent communication skills for reporting and storytelling.
- Collaborative mindset and ability to work cross-functionally.
Nice To Haves
- Experience with member feedback programs (NPS, OSAT).
- Experience working in a financial institution
- Familiarity with survey platforms (Qualtrics, Medallia).
- Knowledge of Lean or Six Sigma principles.
Responsibilities
- Analysis and understanding of member experience performance metrics and trends in and out of the Voice of the Member Platform.
- Build and maintain dashboards and reports in collaboration with BiTE and Marketing.
- Monitor KPIs and highlight variances or emerging trends.
- Conduct root cause analysis and provide actionable recommendations.
- Review member verbatims, summarize top concerns for leadership, and audit/review the close the loop process.
- Assess operational efficiency and evaluate impacts of system or process changes.
Benefits
- A competitive total rewards package with 4 weeks paid time off for full-time employees, work anniversary paid time off, paid volunteer time off, and 12 paid holidays
- Comprehensive medical, dental, and vision plans with employer contributions to supercharge your Health Savings Account
- Up to a 4% match on 401(k) contributions
- Up to twelve weeks of fully paid parental leave
- An extensive Employee Assistance Program that provides personalized care options for your whole household
- Ample opportunity to learn, develop and grow with access to LinkedIn Learning, career and leadership development programs, job shadowing, a mentor program, and tuition reimbursement up to $5,250/year
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
