Member Experience Analytics Lead (Hybrid)

Wescom-Credit-Union; Pasadena (CA); Hybrid; USD 91,000 - 137,000; Full time

Job summary

Wescom-Credit-Union in Pasadena, CA seeks a Lead Analyst to own Wescom Financial’s Member Experience analytics, dashboards, VoM operations, and closed-loop tracking. You will translate member feedback and data into actionable insights, enable governance, and support journey transformation across the enterprise.

Working with the Director of Member Experience, you will drive KPI reporting, root-cause analysis, and cross-functional collaboration to deliver measurable improvements in MX metrics and

Qualifications

• Minimum five years in member experience analytics or CX programs.
• Experience analyzing surveys, journey data, and KPIs like NPS.
• Ability to communicate insights to executives and stakeholders.

Responsibilities

• Translate member feedback, survey results, and operational data into actionable insights.
• Own MX reporting, KPIs, and governance routines.
• Lead end-to-end journey analytics to identify friction and opportunities for improvement.
• Oversee VoM operations including surveys, dashboards, and feedback processes.
• Collaborate with partners to ensure data-driven action plans and ownership clarity.
• Maintain closed-loop tracking of improvement initiatives and surface risks to leadership.
• Benchmark practices, translate findings into practical recommendations, and support the MX roadmap.
• Support MX technology configuration, testing, and data quality.

Skills

Data analysis

Dashboards

Power BI

SQL

Excel

Stakeholder communication

Journey analytics

Governance

Voice of the Member

Education

CCXP certification

Tools

Qualtrics

Medallia

Job description

Wescom-Credit-Union in Pasadena, CA seeks a Lead Analyst to own Wescom Financial’s Member Experience analytics, dashboards, VoM operations, and closed-loop tracking. You will translate member feedback and data into actionable insights, enable governance, and support journey transformation across the enterprise.

Working with the Director of Member Experience, you will drive KPI reporting, root-cause analysis, and cross-functional collaboration to deliver measurable improvements in MX metrics and