Senior Member Experience Analytics Leader

Wescom Financial; Pasadena (CA); Híbrido; USD 91.000 - 137.000; Jornada completa

Descripción de la vacante

Wescom Financial in Pasadena seeks a Lead Analyst to own the Member Experience analytics, reporting, VoM operations, and closed‑loop tracking. You will translate member feedback and performance data into actionable insights that drive measurable improvements.

This role partners with the Director of Member Experience to govern MX dashboards, track KPIs like NPS and CSAT, and support journey mapping and transformation initiatives across the enterprise.

Formación

• Minimum 5+ years in member/customer experience or related analytics fields.
• Certification such as CCXP, Qualtrics, Medallia or equivalent experience management preferred.
• Experience translating data into actionable recommendations and narratives.
• Experience with MX/KPIs like NPS, CSAT, MES and journey impact.

Responsabilidades

• Own MX analytics, reporting, VoM operations, and closed-loop tracking.
• Create dashboards and executive summaries to support decision making.
• Lead journey analytics, identify friction, and document improvements with measurable outcomes.
• Govern MX reporting, KPIs, data structures, and governance materials.
• Partner with stakeholders across functions to drive action plans and timelines.

Conocimientos

Analytical thinking

Cross-functional collaboration

Communication

Presentation skills

Educación

CCXP or equivalent certification

Herramientas

Power BI

SQL

Qualtrics

Medallia

Excel

PowerPoint

Descripción del empleo

Wescom Financial in Pasadena seeks a Lead Analyst to own the Member Experience analytics, reporting, VoM operations, and closed‑loop tracking. You will translate member feedback and performance data into actionable insights that drive measurable improvements.

This role partners with the Director of Member Experience to govern MX dashboards, track KPIs like NPS and CSAT, and support journey mapping and transformation initiatives across the enterprise.