Operations Continuous Improvement - Member Experience Operations Analyst

Golden 1 Credit Union•Sacramento, CA

2d•Hybrid

About The Position

The Member Experience Operations Analyst will collaborate with business partners and be responsible for documenting detailed business requirements for workflow design, digital form development, and additional automation initiatives. Additionally, they will develop historical, current, and predictive views of Member Experience feedback trends, including visualizations. This position will derive insights into how we should ensure exceptional member service, while simplifying and optimizing associate workloads, and define data, based on member service opportunities. Along with member complaint trends gathered from operational improvement opportunities, this role will help identify areas of operational improvement based on the analysis of service recovery member feedback. This role will work on high impact business insight projects with high visibility, supporting Golden 1 executive teams with a significant impact across our lines of business. The Analyst will present meaningful analysis results, provide recommendations based on empirical data, and recommend solutions to key senior stakeholders and front-line associates alike.

Requirements

Bachelor’s degree in related field required.
Minimum 5 years’ experience in managing projects, business analysis, and process improvement.
Strong preference for candidates with proven experience in documenting detailed software enhancement requirements, process design, and ability to collaborate/communicate effectively with key stakeholders.
Financial experience preferred.
Strong analytical skills, with an understanding of operational challenges that may contribute to a degradation of the member experience
Ability to analyze and evaluate processes for improvement opportunities
Create business cases to support analysis and recommendations
Communicates in a clear, concise, and timely manner and operates effectively as a team player
Ability to present ideas and analysis to the executive level
Ability to create presentations and discuss programs, products, services, and goals
Thrives when multitasking and works best in a dynamic environment with high visibility projects and timelines with varying urgency and ownership deadlines
Create meaningful visualizations within the Microsoft suite of products that drive home the results of your analysis, and support key stakeholders

Responsibilities

Attain clear understanding of key metrics, departmental processes, and overarching commitment to Service Excellence.
Provide business analysis and process/change management.
Analyze member service recovery opportunities to identify areas of friction within the organization.
Analyze complaint and member feedback trends to identify areas of operational improvement across multiple business lines.
Produce detailed document requirements and articulate requirements effectively with various stakeholders throughout the Credit Union.
Develop solutions and recommendations that address identified areas of opportunity.
Serve as subject matter expert to Operations leadership by assisting with ‘other duties as assigned’ that fall under the purview of member service experience.
Operate independently or collaboratively to ensure member feedback is utilized to drive operational efficiencies and improved member experiences.
Build and monitor key member service experience performance indicators, monitor and validate their KPIs, begin incorporating discovery as well as facilitating process improvement.
Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance.
Identify, develop, and deliver on change management initiatives.
Manage communications and interactions with leadership sponsors and staff as appropriate.
Lead the efforts around innovations and improvements to business process workflows and products.
Ensure external best practices are identified and analyzed for applicability to Golden 1.
Provide weekly and monthly progress, production, and accomplishments reports.