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Analyst, Member Experience Insights

Company: PenFed Credit Union
Location: Eugene
Posted on: November 23, 2021

Job Description:

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.

Responsibilities
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 sites.
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 responsibilities.

Qualifications
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 functions.
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 social distancing.

About Us
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 240-224-4256.

Keywords: PenFed Credit Union, Eugene , Analyst, Member Experience Insights, Professions , Eugene, Oregon

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