Member Experience MX Intelligence Analyst

FourLeaf Federal Credit Union•Town of Oyster Bay, NY

13d•$32 - $38•Remote

About The Position

The Member Experience Intelligence Analyst is responsible for transforming member‑interaction data into actionable intelligence. Using advanced analytics, AI‑powered insight tools, and real‑time feedback channels, this role helps the organization understand member behavior, identify friction points, and predict needs. The analyst delivers insights that enhance satisfaction, improve operational performance, and strengthen long‑term member loyalty. This position is open to flexible work options including a remote setup.

Requirements

Bachelor’s Degree in Data Analytics, Business, Behavioral Science, Statistics or a related field or equivalent experience.
2–5 years of experience in data analytics, customer/member experience, strategy, business intelligence, or a related field.
Experience with visualization and analytics tools (Power BI, Tableau, Excel, SQL preferred).
Computer Skills: Microsoft Office Suite(Word, PowerPoint, Outlook, Teams with advanced Excel), BI Tools(Power BI, Tableau or SQL) Qualtrics, Medallia, CRM or similar platforms are preferred.

Responsibilities

Collect, consolidate, and analyze member‑experience data from digital platforms, survey tools, CRM systems, and operational sources.
Use advanced analytical methods—such as segmentation, trend analysis, predictive modeling, and text analytics—to identify patterns and drivers of member satisfaction.
Build and maintain dashboards, scorecards, and standardized reporting for stakeholders at all levels.
Monitor key member‑experience indicators (e.g., NPS, satisfaction, effort, digital engagement) and produce insights that guide organizational decision‑making.
Apply AI‑enhanced analytics (including sentiment analysis, text analytics, and predictive modeling) to uncover key drivers of member experience issues.
Identify emerging friction points across onboarding, lending, digital banking, and service interactions.
Build dashboards and intelligence reports that translate complex data into clear, actionable findings.
Manage survey programs and structured feedback channels, ensuring representative sampling, clear measurement, and meaningful insight capture.
Synthesize open‑ended feedback, comments, and written input to identify emerging themes and member expectations.
Prepare comprehensive insights summaries to support strategic discussions, board meetings and organizational planning.
Present analytical findings to leaders in a clear, compelling, and actionable format.
Collaborate with cross‑functional teams—such as Digital Experience, Marketing, Operations, Member Solutions, Compliance, and Product—to align insights with organizational goals.
Recommend and support pilots, tests, or targeted initiatives designed to improve the member experience.
Track and report on the impact and outcomes of implemented improvements.