Senior Member Experience & CRM Analytics Lead

Habitat For Humanity Of Durham; Raleigh (NC); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Coastal Federal Credit Union in Raleigh, NC seeks a Senior Member Experience Analyst Sr. to lead Member Journey Analytics, Synapsys CRM strategy, and reporting initiatives.

The role translates business needs into functional requirements, partnering with stakeholders to implement solutions that enhance the member experience. The position emphasizes collaboration, data-driven insights, and cross-functional alignment with IT and COO divisions to deliver actionable improvements and executive-ready

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

Responsibilities

• Lead Member Journey Analytics and Process Improvement initiatives by analyzing feedback, surveys, and trends to identify friction points and improvements.
• Define Synapsys business needs and functional requirements; act as liaison between business and IT.
• Own reporting for Member Experience, Synapsys, and COO division; communicate trends and recommendations to leadership.
• Contribute to project implementation with requirements gathering, testing, and documentation.

Skills

Member journey analytics

Business analysis

Reporting

Excel

BI tools

Stakeholder collaboration

Education

Related college degree

Customer Experience (CX) preferred

Tools

Synapsys

Symitar Suite

Medallia

Job description

Coastal Federal Credit Union in Raleigh, NC seeks a Senior Member Experience Analyst Sr. to lead Member Journey Analytics, Synapsys CRM strategy, and reporting initiatives.

The role translates business needs into functional requirements, partnering with stakeholders to implement solutions that enhance the member experience. The position emphasizes collaboration, data-driven insights, and cross-functional alignment with IT and COO divisions to deliver actionable improvements and executive-ready