Member Experience Analyst Sr.

Coastal Federal Credit Union; Raleigh (NC); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Coastal Federal Credit Union in Raleigh, NC seeks a Senior Member Experience Analyst Sr. to lead Member Journey Analytics, Synapsys CRM strategy, and reporting initiatives.

The role translates business needs into functional requirements, partnering with stakeholders to implement solutions that enhance the member experience. The position emphasizes collaboration, data-driven insights, and cross-functional alignment with IT and COO divisions to deliver actionable improvements and executive-ready

Qualifications

• Five years of experience in business analysis, member experience analytics, reporting, or related financial services operations.
• Experience gathering business needs, defining functional requirements, assessing processes, and coordinating business acceptance testing.
• Knowledge of Synapsys, Symitar Suite, or comparable core/reporting systems is required; Medallia experience is a plus.
• Intermediate to advanced Microsoft Excel skills and experience using BI reporting tools to analyze and present business performance.

Responsibilities

• Lead Member Journey Analytics and Process Improvement initiatives by analyzing feedback, surveys, and trends to identify friction points and improvements.
• Define Synapsys business needs and functional requirements; act as liaison between business and IT.
• Own reporting for Member Experience, Synapsys, and COO division; communicate trends and recommendations to leadership.
• Contribute to project implementation with requirements gathering, testing, and documentation.

Skills

Member journey analytics

Business analysis

Reporting

Excel

BI tools

Stakeholder collaboration

Education

Related college degree

Customer Experience (CX) preferred

Tools

Synapsys

Symitar Suite

Medallia

Job description

Job Title: Member Experience Analyst Sr.

Position Location: Raleigh, NC. Hybrid Position, must live locally.

Job Summary:

The Member Experience Analyst Sr. leads Member Journey Analytics, Synapsys (CRM) business strategy implementation and reporting. This role translates business needs and member insights into functional requirements, process improvements, and actionable recommendations. Partnering with business stakeholders, the analyst aligns solutions with member experience priorities and validates that changes meet business needs.

As a key contributor to the Coastal team, your responsibilities will be:

• (35%) Member Journey Analytics and Process Improvement:
  • Analyze member feedback, survey results, and operational trends to identify journey friction and improvement opportunities.
  • Identify opportunities to optimize Medallia analytics to strengthen member journey insights and inform improvements.
  • Partner with stakeholders to assess business processes and translate findings into prioritized improvement recommendations.
• (30%) Synapsys (CRM) Business Strategy Implementation and Functional Requirements:
  • Lead Synapsys initiatives, defining business needs and functional requirements before IT engagement.
  • Identify opportunities to optimize Synapsys CRM to improve business processes, member insights, and reporting.
  • Prioritize business requests based on member impact, operational value, and strategic alignment.
  • Serve as the functional liaison between business stakeholders and IT to align proposed solutions with business objectives.
• (25%) Reporting and Business Insights:
  • Own business requirements and delivery for Member Experience, Synapsys, and required COO division reporting, including Voice of the Member, Board, executive, and ad-hoc reporting.
  • Partner with internal departments to address identified member friction points and report progress on an established cadence.
  • Communicate performance trends, member impact, and recommendations to support operational leadership decisions.
• (10%) Project Implementation:
  • Contribute business analysis to Member Experience projects and initiatives, such as gathering and documenting business requirements, assessing impacts to member experience and business processes, and providing status updates and identified risks to the project lead.
  • Coordinate and perform business acceptance testing and release testing in partnership with the project team to confirm changes meet business requirements.
  • Maintain essential business documentation to support project implementation follow-up, knowledge transfer, and continuity.
  • Partner with other COO division analysts to ensure coordinated divisional project execution for specified projects.

Interested? Here are the qualifications we need to see on your resume:

Experience:

• Five years of experience in business analysis, member experience analytics, reporting, or related financial services operations.
• Experience gathering business needs, defining functional requirements, assessing processes, and coordinating business acceptance testing.
• Knowledge of Synapsys, Symitar Suite, or comparable core/reporting systems is required; Medallia experience is a plus.
• Intermediate to advanced Microsoft Excel skills and experience using Business Intelligence (BI) reporting tools to analyze and present business performance.

Education:

• Related college degree or four years of additional experience in lieu of degree
• Customer Experience (CX) preferred

Essential cognitive/physical/social requirements of position:

Must be able to learn and retain information; resolve problems and think sequentially; remain in a stationary position; constantly operate a computer; and converse with others on a continual basis.

Deadline for Application: All resumes must be received on or before 11/12/2026

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Coastal Federal Credit Union is committed to providing reasonable accommodations to applicants who may have disabilities. If you need special assistance or an accommodation in applying for employment, please contact our HR department at [e-mail]. Request for reasonable accommodation will be considered on a case by case basis.

"It's our duty to create a workplace and company culture where everyone feels heard and valued, and is appreciated for their unique backgrounds, experiences, and perspectives. At the end of the day, what truly matters is that every person who walks through our doors believes that they are an integral part of our team and can bring their best, true self to work each day. Building a culture of inclusivity means creating an environment where everyone thrives and succeeds together."

-Tyler Grodi, CEO

VEVRAA Federal Contractor

Equal Opportunity/Affirmative Action Employer

Minority/Female/Disability/Veterans