Credit Union:

TwinStar Credit Union

Region:

Lacey, WA

Closing:

12/30/2022

Job Description:

Invest in People. Empower Success.

Voice of the Customer Analyst

The Voice of the Customer Analyst is a key contributor to the growth and development of the MX program in the organization. This position will be responsible for monitoring and eliciting member insights from multiple sources of feedback to conduct in-depth analysis of the member experience.

Status: Full-Time, Exempt

Location: TwinStar Credit Union offers remote work from the following states only; Washington, Oregon, Idaho, Florida, New Mexico, Texas, Alabama, Arizona, Tennessee, Kansas, and Maine. You must reside or be willing to relocate to one of the approved listed states before first day of employment. TSCU does not offer relocation assistance.

Salary: $63,543.29-$79,429.11/annually, depending on experience and qualifications.

Requirements

Essential Functions and Tasks

  • Elicits member insights from monitoring multiple sources of Voice of the Member (VOM) feedback, including customer surveys, frontline staff input, product reviews, feedback on the website /app experience, and social media content to identify and assess gaps in the customer experience
  • Interpret data then report and communicate data in plain talk
  • Leverage analytical tools (i.e Qualtrics, Google Analytics, Tableau, etc.) to uncover issues within the customer journey and recognize ongoing themes/trends
  • Responsible for survey design and management including: NPS/OSAT, Experience surveys, Ad-hoc surveys (internal or project need), Annual member experience survey, and Voice of the Member & Voice of the Employee channels
  • Develop and maintain relationships across the organization and with external vendors
  • Creates and updates Member Experience Scorecards
  • Researching and responding to member feedback
  • Tracking and reporting on effectiveness of action taken based on insights provided to business teams
  • Produces Quick References to support organization end users with knowledge of how to utilize the MX platform
  • Administration of user access to the MX platform, monitoring number of remaining licenses
  • Creates dashboards that share detailed & real-time member feedback with the organization
  • Creates and modifies workflows for email and ticketing notifications about member feedback to business leads
  • Creates and modifies directory and survey distribution automations
  • Manages directory information and data integrity of member contact information
  • Ensures data integrity of the information coming from the core system and correctly attaching to survey responses
  • Ability to troubleshoot issues with internal contacts (BI & IT) and with vendor support
  • Produces monthly and/or quarterly reports for the organization on member feedback pain points and trends
  • Supports monthly updates on trends/insights of pain points and transactions that are scored low
  • Reviews and analyzes member feedback to determine pain points
  • Perform root cause analysis to determine drivers of loyalty
  • Analyzes experience and operational data to inform actions
  • Create and deliver effective presentations, visualizations and dashboards to help tell the story of WHAT and WHY to groups of various sizes
  • Makes recommendations of improvements in our lines of business based on findings to business leads and escalates time sensitive feedback to business leads

Education & Experience Required

Education

  • High school graduate or GED

Experience

  • 3+ years of data analysis and research experience
  • Experience analyzing customer experience

Education and Experience Preferred:
Education

  • Bachelor’s degree in related field

Experience

  • 3-5 years of analytics experience in a customer experience, customer success, customer research, or customer data analysis role
  • Experience with Agile methodologies/principles (Scrum, XP, Lean etc.)
  • Experience with Qualtrics XM platform
  • CX certification

ARE YOU READY TO JOIN OUR CREDIT UNION TEAM? Please fill out our mobile-friendly application. We look forward to meeting you!

We invest in people and empower success.

At TwinStar Credit Union, we offer our employees rewarding careers serving our members and communities. Our approach is centered on the member experience while creating “Digital First” solutions. We know our employees do best when they are cared for. The experience created for members and employees is our difference.

Our Experience Principles are:

1. Make it easy for us

2. Deliver us value

3. Empower us

4. Care about us

5. Know us

Through these principles, we recognize that investing in the growth and development of others is a measure of success. At TwinStar, we are deeply committed to creating an environment where members and employees feel empowered to bring their whole and authentic selves to each experience. We embrace and celebrate our diversity in individuals and in thought while striving for inclusion in all we do.

Career Development

Being an employee of TwinStar Credit Union is so much more than a job. It’s a place of belonging, where each employee is surrounded by others who support in a way that helps ensure the ongoing success of all.

We recognize that investing in the growth and development of our employees is one of our most important measures of success.

The experience of our members ultimately ties back to the experience of being a successful and well-developed TwinStar employee. It begins with a full Onboarding program – a multi-day learning experience geared toward helping new employees feel welcome, connected, included, and engaged. But that’s just the beginning!

Other opportunities for growth include:

  • A vast library of curated online learning content, developed by in-house professionals or through reputable industry partners.
  • Coaching and mentoring using proven methods and techniques.
  • Engaging and interactive instructor-led training, facilitated by seasoned experts.
  • Networking with industry professionals in the Pacific Northwest and across the country.
  • Tuition assistance to open doors to professional licensure, certification, or degrees of study.
  • In-house Employee Resource Groups, creating inclusive micro-communities to use your voice

Status: Full-Time, Exempt

Salary: $63,543.29-$79,429.11/annually, depending on experience and qualifications.