Senior Member Experience Analytics Lead

Coastal Credit Union

Raleigh (NC)

Hybride

USD 80 000 - 110 000

Plein temps

Il y a 3 jours

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Résumé du poste

Coastal Federal Credit Union is seeking a Senior Member Experience Analyst to lead Member Journey Analytics and CRM strategy in a hybrid Raleigh role. You will translate member insights into functional requirements, align solutions with experience priorities, and validate changes meet business needs.

The role focuses on analytics, CRM optimization (Synapsys), and cross-functional reporting for executive and board-level insights.

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; Medallia experience is a plus.
Intermediate to advanced Microsoft Excel skills and experience using BI reporting tools to analyze and present business performance.

Responsabilités

Lead Member Journey Analytics and process improvement initiatives, analyzing feedback and trends to identify friction and opportunities.
Oversee Synapsys CRM initiatives, defining business needs and functional requirements before IT engagement and optimizing CRM reporting.
Own reporting for Member Experience, Synapsys, and COO division reporting, and communicate trends and impacts to leadership.
Contribute to project implementation through requirements gathering, testing coordination, and documentation.