Analyst, Member Experience Insights
Company: PenFed Credit Union
Posted on: November 23, 2021
Are you looking to take your career from good to great? As an
employee of PenFed, every day is an opportunity to thrive, and be
part of a team working to ensure our organization is providing
world class service to our members, employees, and our communities.
We exist to help our members realize their full potential, educate
and encourage their dreams, and make every effort to follow our
mission and help our members "do better." Joining PenFed is more
than being an employee; it's about being a part of the PenFed
family. - PenFed is hiring an Analyst, Member Experience Insights
at one of the following locations: Eugene, Oregon or Tysons,
Virginia. The primary purpose of this job is to collect, analyze,
interpret, and report member feedback data to better understand the
voice of the PenFed member and identify key addressable areas to
improve our overall member experience. This position is expected to
identify and maintain knowledge of trends regarding the member
experience with all types of interactions with PenFed.
Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions. This is not
intended to be an all-inclusive list of job duties and the position
will perform other duties as assigned. - Conduct root cause
analysis reviews and problem solve for member issues; address
identified issues by conducting research and analysis of presented
issues and recommend opportunities for improvement.
Support the planning, program innovation and definition and
evolution of the member experience across all channels.
Apply analytical and communication skills to translate data into
actionable insights and share findings internally.
Develop reporting on key customer metrics utilizing survey data,
demographic data, and operational data.
Participate as a member of a cross-functional team focused on
leveraging member feedback for process/product improvement.
Monitor alert statuses for the entire feedback program and work
with various business units to ensure timely completion.
Develop and administer training on member feedback tools and
providing a positive member experience.
Provide support to other teams/departments on handling member
issues and using the experience management software.
Monitor and respond to ratings of PenFed on third-party review
Help manage vendor relationships.
Stay current with the latest innovations, trends and industry best
practices in member experience and recommend ways to incorporate
these practices into the approach for PenFed.
Support Member Experience Team with day-to-day
Equivalent combination of education and experience is considered.
Bachelor's degree in Business or related field, or a combination of
education and experience that provides the necessary skills and
knowledge to satisfactorily perform the essential job
Four (4) years' experience with customer experience practices and
principles, financial institution preferred.
Excellent verbal and written communication skills required
Experience with data analysis and report writing required
Ambitious and creative problem-solving skills required
Experience with feedback programs and closing the loop with
members/customers is preferred
Proficient in MS Office Suite
Medallia experience a plus
Salesforce experience a plus
Experience in qualitative and quantitative market or customer
experience research and analysis preferred
Work Environment While performing the duties of this job, the
employee is regularly exposed to an indoor office setting with
moderate noise. *Most roles require working in an office setting
with moderate noise and the ability to lift 25 pounds. * - Travel
Ability to travel to various worksites and be on-call may be
required. - Special Message Regarding COVID 19 PenFed is continuing
to hire and train exceptional individuals to help us serve our 2
million members both here and around the world. - In light of the
current situation with novel coronavirus (COVID-19), we have
modified our hiring, onboarding, training, and deployment protocols
in order to comply with current local and state guidance around
Established in 1935, PenFed today is one of the country's strongest
and most stable financial institutions with over 2 million members
and over $26 billion in assets. We serve members in all 50 states
and the District of Columbia, as well as in Guam, Puerto Rico and
Okinawa. We are federally insured by NCUA and we are an Equal
Housing Lender. We are available to members worldwide, via the web,
seven days a week, twenty-four hours a day. - We provide our
employees with a lucrative benefits package including robust
medical, dental and vision plan options, plenty of paid time off,
401k with employer match, on-site fitness facilities at our larger
locations, and more. - Equal Employment Opportunity PenFed
management will maintain and observe personnel policies which will
not discriminate or permit harassment or retaliation against a
person because of race, color, creed, age, sex, gender, gender
identity, gender expression, religion, national origin, ancestry,
marital status, military or veteran status or obligation, the
presence of a physical and/or mental disability or medical
condition, genetic information, sexual orientation, and all
statuses protected by applicable state or local law in all
recruiting, hiring, training, compensation, overtime, position
classifications, work assignments, facilities, promotions,
transfers, employee treatment, and in all other terms and
conditions of employment. PenFed will also prohibit retaliation
against individuals for raising a complaint of discrimination or
harassment or participating in an investigation of same. - PenFed
will also reasonably accommodate qualified individuals with a
disability so that they can apply for a job or perform the
essential functions of a job unless doing so causes a direct threat
to these individuals or others in the workplace and the threat
cannot be eliminated by reasonable accommodation or if the
accommodation creates an undue hardship to PenFed. Contact human
resources (HR) with any questions or requests for accommodation at
Keywords: PenFed Credit Union, Eugene , Analyst, Member Experience Insights, Professions , Eugene, Oregon
Didn't find what you're looking for? Search again!