Senior Voice of Member Analytics Lead

BECU; Idaho; Hybrid; USD 91,000 - 169,000; Full time

Benefits offered by this job

401(k) match

4% 401(k) contribution by employer

Medical, dental and vision benefits

PTO and Exchange program

Tuition reimbursement

Volunteer time off and donation match

Job summary

BECU is building a forward-looking Voice of Member program in a large regional credit union environment. As a Senior Member Experience Analyst, you will transform data into insights that inform member experience improvements, working with cross-functional teams to shape strategy and measure impact.

You will analyze feedback, journey analytics, and sentiment data to identify friction points and opportunities, delivering dashboards and executive-ready recommendations that drive business outcomes.

Qualifications

• Bachelor's degree in statistics, mathematics, economics, business analytics, or related field.
• 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: 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: 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: 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: analyze qualitative and quantitative feedback to identify emerging themes, risks, trends, and opportunities across the member journey.
• Develop Experience Measurement Frameworks: 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: 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: 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: 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: 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: 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: 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.

Skills

SQL

Data analysis

R

Python

Analytical thinking

Education

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

Master's degree preferred

Tools

Alteryx

Power Automate

Tableau

Power BI

Job description

BECU is building a forward-looking Voice of Member program in a large regional credit union environment. As a Senior Member Experience Analyst, you will transform data into insights that inform member experience improvements, working with cross-functional teams to shape strategy and measure impact.

You will analyze feedback, journey analytics, and sentiment data to identify friction points and opportunities, delivering dashboards and executive-ready recommendations that drive business outcomes.