Senior Member Experience Analytics Lead (Remote)

BECU; Arizona; Remote; USD 117,000 - 143,000; Full time

Benefits offered by this job

401(k) Company Match

4% annual 401(k) contribution

Medical, Dental and Vision insurance

PTO and Exchange Program

Tuition Reimbursement

BECU Cares volunteer time off + donor匹

Job summary

BECU, a member-owned financial cooperative, is seeking a Senior Member Experience Analyst to shape the future of its Voice of Member program. You will translate member feedback, sentiment, and journey data into actionable insights that drive improvements across the member experience.

You will collaborate with Product, Operations, Data Engineering and BI teams, build dashboards, and develop predictive models, ensuring data quality and governance while expanding measurement capabilities.

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

Responsibilities

• 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.

Skills

SQL

Python

R

Data visualization

Education

Bachelor’s degree in statistics, mathematics, economics, business analytics, or related field

Master’s degree preferred

Tools

Alteryx

Power BI

Tableau

Job description

BECU, a member-owned financial cooperative, is seeking a Senior Member Experience Analyst to shape the future of its Voice of Member program. You will translate member feedback, sentiment, and journey data into actionable insights that drive improvements across the member experience.

You will collaborate with Product, Operations, Data Engineering and BI teams, build dashboards, and develop predictive models, ensuring data quality and governance while expanding measurement capabilities.