Voice of Member and Experience Analyst

San Antonio, TX, United States

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)