Senior Member Experience Analyst

Boeing Employees Credit Union; Texas; Remote; USD 117,000 - 143,000; Full time

Benefits offered by this job

401(k) Match

401(k) Company Contribution

Health, Dental & Vision

PTO + Exchange

Tuition Reimbursement

Volunteer time off

Job summary

Becoming a Senior Member Experience Analyst at Boeing Employees Credit Union means turning member feedback into strategic insights. You will partner with product, data engineering, and operations to shape a data-driven member journey across channels.

You will build dashboards, measure experience health, and translate analytics into executive-ready stories that drive action while supporting remote and on-site collaboration in a large multi-state footprint.

Qualifications

• Bachelor's degree in statistics, mathematics, economics, or related field is required.
• 5 years of experience in data analysis or BI roles are required.
• Proficiency in SQL, R/Python and data tools is required.

Responsibilities

• Transform data into actionable insights to improve member experiences.
• Identify friction points and prioritize improvements across journeys.
• Develop predictive and forecasting models to guide decisions.
• Utilize sentiment and text analytics on member feedback.
• Create metrics, scorecards, and dashboards for executive visibility.
• Manage data governance, quality, and survey operations.

Skills

SQL

R/Python

Data analysis

Power BI

Education

Bachelor's degree in statistics or related field

Master's degree preferred

Tools

Alteryx

Power Automate

Job description

Is it surprising to hear that a financial institution of 1.5 million members and over $30 billion in managed assets say that success comes from focusing on people, not profits?

Our "people helping people" philosophy has guided us since 1935, driving our deep commitment to serving our members, communities, and each other. When you join our team, you become part of a purpose-driven organization where your work makes a real difference.

While we're proud of our history, we're even more excited about our future. With business and technology transformation on the horizon, there's never been a better time to be part of BECU.

You bring more than your expertise to your role, and that matters here. Your story, perspectives, and lived experiences help shape belonging at BECU and deepen how we connect with and support our employees, our members, and our communities.

PAY RANGE

The Target Pay Range for this position is $117,200.00-$143,200.00 annually. The full Pay Range is $91,000.00 - $169,400.00 annually. At BECU, compensation decisions are determined using factors such as relevant job-related skills, experience, and education or training. Should an offer for employment be made, we will consider individual qualifications. In addition to your salary, compensation incentives are available for the hired applicant. Incentives are performance based and targets vary by role.

BENEFITS

because people helping people starts with supporting you

• 401(k) Company Match (up to 3%)

• 4% annual contribution to your 401(k) by BECU

• Medical, Dental and Vision (family contributions as well)

• PTO Program + Exchange Program

• Tuition Reimbursement Program

• BECU Cares volunteer time off + donation match

IMPACT YOU'LL MAKE

As a Senior Member Experience Analyst, you'll play a pivotal role in shaping the future of BECU's growing Voice of Member (VoM) program. You'll transform data from across the organization into meaningful insights that help us understand member needs, identify friction points, and drive measurable improvements across the member journey. Working alongside business leaders, experience strategists, and analytics partners, you'll help build the framework, tools, and intelligence that guide member experience decisions across BECU. Your work will connect member feedback, operational data, behavioral insights, and journey analytics to tell compelling stories that influence action and create lasting impact. This is a unique opportunity to help build a next-generation member experience program from the ground up while solving complex business challenges through data and innovation.

To join our dynamic team, we require candidates to be residents of WA, OR, ID, AZ, TX, GA, SC, NC, CA or VA. If you're located in Washington state and within a reasonable driving distance from Tukwila, we are requesting that you come into our HQ on Tuesdays & Wednesdays. For those candidates that live outside the commute distance of TFC and in any of our approved remote work locations, this role will be remote. Remote or onsite, we are committed to ensuring you are fully engaged and included in our collaborative environment.

WHAT YOU'LL DO:

• Transform Data into Actionable Insights: You'll analyze member feedback, journey analytics, sentiment data, behavioral trends, and operational metrics to uncover meaningful insights that improve the member experience and influence strategic decisions.
• Identify Member Friction Points: You'll connect data from multiple sources to identify patterns, root causes, and opportunities for improvement, helping BECU prioritize the experiences that matter most to members.
• Build Predictive & Analytical Models: You'll develop predictive, correlation, forecasting, and prioritization models that help anticipate member behaviors, understand satisfaction drivers, and connect experience improvements to business outcomes.
• Leverage Sentiment & Text Analytics: You'll analyze qualitative and quantitative feedback to proactively identify emerging themes, risks, trends, and opportunities across the member journey.
• Develop Experience Measurement Frameworks: You'll create and refine member experience metrics, scorecards, and indicators that provide a clear view of organizational performance and member experience health.
• Manage Data & Survey Operations: You'll integrate and manage data from multiple systems while ensuring data quality, governance alignment, security, scalability, and accurate survey deployment across Voice of Member programs.
• Support Survey Automation & Platform Administration: You'll configure, maintain, troubleshoot, and optimize survey programs, automated workflows, integrations, and data flows while addressing issues that impact survey delivery or reporting accuracy.
• Create Meaningful Dashboards & Reporting: You'll develop dashboards, visualizations, and reporting tools that make complex data easy to understand and enable stakeholders to make informed decisions.
• Translate Analytics into Compelling Stories: You'll prepare executive-ready findings, recommendations, presentations, and reports that clearly communicate what the data is telling us and what actions should be taken.
• Partner Across the Organization: You'll collaborate with Member Experience Strategy and Operations Managers, Product, Operations, Data Engineering, Business Intelligence, and other stakeholders to align insights, measurements, and business goals.
• Help Shape the Future of Voice of Member: You'll play a key role in building and maturing BECU's evolving Voice of Member program by integrating new listening capabilities, expanding measurement practices, and supporting a holistic member experience intelligence ecosystem.
• Drive Continuous Improvement: You'll promote data literacy, support strategic initiatives, and perform additional responsibilities that help BECU create better experiences for members and employees alike.

WHAT YOU'LL GAIN:

• The opportunity to help build and shape a growing Voice of Member program at a critical stage of transformation and expansion.
• Direct visibility into strategic initiatives and executive decision-making through high-impact analytics and insights.
• Exposure to a diverse ecosystem of data sources, including member feedback, journey analytics, operational metrics, behavioral data, and experience intelligence platforms.

QUALIFICATIONS:

Minimum Qualifications

• Bachelor's degree in statistics, mathematics, economics, business analytics, or related field; Master's degree preferred
• 5 years of experience in data analysis, business intelligence, or related analytical roles
• Strong proficiency in analytical tools and programming languages (SQL, R, Python, or similar); experience with workflow and analytics tools such as Alteryx or Power Automate or something similar is required

Desired Qualifications

• Experience with data visualization tools (Tableau, Power BI, or similar), including developing dashboards or scorecards with clear KPIs
• Demonstrated expertise in statistical analysis and modeling techniques; knowledge of predictive modeling, forecasting, or experimental design is preferred
• Experience analyzing customer/member experience data and metrics; familiarity with NPS, CSAT, Voice of Member, or journey analytics is preferred
• Ability to analyze complex datasets and translate analytical findings into clear narratives, business recommendations, and prioritization insights
• Communication skills with the ability to present technical concepts to non-technical and leadership audiences
• Problem-solving mindset with attention to detail, data accuracy, and comfort working with qualitative and quantitative data in an environment of ambiguity

BECU is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status.