Voice of Member and Experience Analyst

3 weeks ago

San Antonio, United States Credit Human Full time
We are seeking a Voice of Member and Experience Analyst for the Marketing Insights Department.

The Voice of Member and Experience Analyst role is at the fulcrum of Credit Human’s member experience improvements through the discovery and understanding of members’ experiences and engagement. The person in this role will combine data management, discerning analysis, and data storytelling. The right candidate will work well with internal cross-functional teams to understand member feedback and improve engagement.

If you can propose and execute analyses in support of the voice of member initiatives and the cross-functional improvement teams, you should apply right away

Highlights:

  • Train and support fellow Credit Human employees on the voice of member program structure, dashboard, and associated tools
  • Partner with representatives and analysts of other departments to share data, analysis, and reporting of engagement and activity metrics and to enable comparisons
  • Propose and execute analyses in support of the cross-functional improvement teams and response to other business unit requests
  • Contribute to root cause analysis of findings as identified by cross-functional improvement teams and with associated managers and analysts
  • Create reporting summaries and articulate key metrics for monthly meetings of cross-functional improvement teams, for monthly and quarterly comparisons across CUFSLP credit unions participating in the program, and for top-line results for the tracking of this initiative
  • Ensure that sampling list extracts are executed and transmitted to the vendor accurately and on time
Experience:

Required
  • 2+ years of demonstrated experience understanding business issues and models, translating them into metrics and analysis in such a way as to be easily understood by the business
  • Practical familiarity with statistical significance and hypothesis testing
  • Experience in the creation of data visualizations based on key factors, trends, and relationships
  • Experience with database queries and linkages using SQL or similar methods
Preferred
  • 3-5 years of customer satisfaction and engagement analytics and reporting
  • Data warehousing and predictive analytics experience is a plus
  • Experience with the development and implementation of software tools for target sampling and reporting survey results
  • Financial products and services experience
  • Experience with survey methods and analysis, customer targeting, and list selection
Education:

Required
  • 4-year degree in business, marketing, or related field
  • Five years of relevant professional experience may substitute for the degree requirement
Skills & Knowledge:

Required
  • Dedicated to craftsmanship
  • Commitment to insight and learning-based efforts and the furtherance of a learning-based organization
  • Excellent computer skills and software knowledge, especially with experience using MS Excel
  • Understanding of and dedication to data integrity, confidentiality, and security
  • Experience in the visualization of data for diverse audiences
  • Intellectually curious, analytically rigorous, hard-working with a good business intuition
  • Willingness to take on tasks with creativity and flexibility
  • Extremely organized with strong attention to details
  • Exceptional time-management and planning skills with the ability to prioritize workload
  • Can quickly sense what will help or hinder accomplishing a goal or understanding a problem, uses logic and methods to solve difficult problems with effective solutions, probes for answers, and can see hidden problems. Look behind the obvious for root causes and solutions
  • Presentation of information and the ability to respond to questions with clarity and empathy
  • Excellent interpersonal and communication skills, both oral and written
  • Practice attentive and active listening
  • Establish and build effective relationships with vendor's internal customers and service providers
Preferred
  • Experience in managing voice of customer data and measurement, including, but not limited to, target selection, reporting of results, and responding to questions and requests for analysis
  • Working knowledge of analytical and visualization tools such as Minitab, Tableau, or MS Power BI
  • Working knowledge of mapping applications such as ArcGIS, MapInfo, QGIS, and Maptitude


Schedule: Monday-Friday, 8:30 am-5:30 pm

Level of Work: 2C

Credit Human provides employees with many benefits from insurance coverage to college tuition reimbursement.

To get to know Credit Human and learn more about our benefits, visit our careers page at www.credithuman.com/careers.

Credit Human conducts employment background checks that may be used for decisions related to employment with Credit Human. Standard background checks performed on final candidates include NCUA Administrative and Prohibited Orders, ChexSystems, past employment verification, criminal history checks on convictions, and outstanding arrest warrants within the past seven years. Degree verifications are conducted if listed on the employment application. Additional background checks relevant to the role may include a motor vehicle registration check, credit check, and/or fingerprint card. Applicants must be currently authorized to work in the United States on a full-time basis.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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