Hybrid Member Experience Analyst

Vermont Federal Credit Union; Burlington (VT); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Vermont Federal Credit Union is seeking a Member Experience Analyst in South Burlington, VT to map member journeys across products and channels, identify friction points, and develop recommendations to improve the member experience. The role requires collaboration with cross-functional teams and periodic branch visits.

The ideal candidate has 2–5 years in customer experience, consumer research, UX design, or related fields, with strong communication, facilitation, and analytical skills.

Qualifications

• 2-5 years of relevant experience in customer experience, consumer research, UX design, or a related field.
• Familiarity with journey mapping, jobs-to-be-done framework, user-centric design principles, and customer feedback analysis.
• Strong facilitation, communication, and collaboration skills.
• Excellent communication skills, written and verbal, with the ability to articulate technical concepts to non-technical stakeholders.
• Strong organizational skills with the ability to work independently, manage multiple workstreams, and follow through from insight to implementation.
• Experience in financial services, credit unions, community banking, or a mission-driven organization is a plus.

Responsibilities

• Lead mapping of member journeys across Vermont FCU’s products, life stages, and service interactions to identify opportunities to improve the member experience.
• Conduct research including branch observations, production testing, competitor testing, member survey data, and stakeholder workshops to surface pain points and gaps.
• Develop clear, prioritized improvement recommendations with defined business cases and measurable success criteria and work collaboratively with cross-functional teams to advance recommendations from insight to implementation while keeping member perspective a priority.
• Track outcomes against baseline experience metrics to measure progress over time.
• Support the administration and analysis of Vermont FCU’s member survey data.
• Prepare Voice of the Member reports for leadership and relevant stakeholders, highlighting trends, outliers, and opportunities.
• Maintain a scorecard and dashboard tracking key metrics relevant to the health and performance of Vermont FCU’s member experience.
• Represent the member perspective in product development, process redesign, and technology implementation discussions, ensuring that internal decisions are assessed through the lens of member impact.
• Serve as a thought partner and resource to business units seeking to improve their member-facing processes, communications, and interactions.
• Support the strategic planning process by providing member experience data and analysis that informs initiative prioritization and goal setting.
• Deliver outstanding service that is in alignment with the Credit Union's Core Values.

Skills

Journey mapping

Jobs-to-be-done

User-centric design

Customer feedback analysis

Facilitation

Communication

Collaboration

Organizational skills

Financial services experience

Job description

Vermont Federal Credit Union is seeking a Member Experience Analyst in South Burlington, VT to map member journeys across products and channels, identify friction points, and develop recommendations to improve the member experience. The role requires collaboration with cross-functional teams and periodic branch visits.

The ideal candidate has 2–5 years in customer experience, consumer research, UX design, or related fields, with strong communication, facilitation, and analytical skills.