Description

Pioneer FCU offers a complete benefits package to all team members that includes, but not limited to:

• An excellent compensation package
• Health, dental and vision insurance
  • Pioneer pays a minimum of 80% of the premiums
• 12 paid holidays including day after Thanksgiving
• Accrue up to 16 days of Paid Time Off in year one, plus Birthday and Work Anniversary day off
  • PTO accrual increases with Pioneer seniority
• Up to $300 in Interest-free Wardrobe Salary Advance available on Day One!
• Up to $2,000 in Interest-free Technology Salary Advance
• Up to $1,000 Interest-free Wellness Advance to purchase gym membership, Peloton, or any exercise equipment
• Up to $2,300 in Tuition reimbursement per semester
• Childcare reimbursement up to $100 per child per month
• An8% Employer Matching dollar-for-dollar401(k) program after Year One
• So much more!

As a progressive financial institution, we are seeking a dynamic individual to fulfill the role ofMember Experience Analyst for our Mountain Home Administrative Office. This position does require to be in-office at our Mountain Home, ID location.

The primary role of the Member Experience Analyst is to seek, develop, and implement strategic initiatives that support the credit union’s established goals and objectives for member experience. The Member Experience Analyst is a detailed planner, expert communicator, and a top-notch analyst. This position demonstrates commitment to the discovery and development of innovative solutions in an ever-changing digital landscape and takes initiative to provide support in the execution and ongoing success of the member experience programs and initiatives. Monitors and trains managers on how to close the loop or how to get more insight from members when reaching out to members for follow-up to reviews, feedback, or surveys. Administrates and recommends member experience feedback platforms to include but not limited to third-party vendor platforms.

Collaborates with multiple departments within Pioneer on all aspects of member experience. Works with different departments to build member journey mapping teams for current member products and new products. The Member Experience Analyst’s will work with project teams to do testing on member products and will provide the SVP/VP of Operations with a detailed report showing strengths or areas of concern that need to be addressed before product launch. Develops and assists with Artificial Intelligence workflows to ensure a member focus approached is used in communication.

Member Experience Analyst will present to new team members at New Hire Orientation on what member experience means to Pioneer and how our employees drive a member experience culture in coordination with our Human Resources (HR) team. Will present at in-person manager’s meeting to explain survey scores and overall scores of the credit union and provide tips and tricks on how to dig deeper to get the most out of the survey process. Select and guide a member experience team made up of team members from other departments to develop the foundations for new products or enhancements to existing products. Develop and deliver reports to management and give suggestions of areas of focus based off member feedback. Delivers member experience presentations to the board of directors when requested. Works in coordination with other Pioneer managers to build and grow member experience recognition programs.

The Member Experience Analyst will ensure Pioneer’s Service Standards are always met while diligently working towards delivering WOW through exceptional service. Proactively seeks new business with members or potential members by utilizing and participating in community events.

Essential Functions & Responsibilities:

• Identify improvements across the credit union based on survey responses and branch/department visits. Implement strategic initiatives that support the credit union’s established goals and objectives for member experience and provide measurements for success to SVP/VP of Operations. Work with credit union member-facing teams to develop and set quarterly or yearly member experience goals and provide progress report to management.
• Maintain effective communication with all credit union team members to ensure coordination and exchange of information for product development and enhancement. Look for areas of improvement and communicate suggestions for management. Analyze, train, and communicate survey results to management with suggestions for improvements. Make suggestions to the SVP/VP of Operations on focuses for strategic initiatives that are supported by survey feedback.
• Works with project teams to test member facing products and provide detailed reports to SVP/VP of Operations to address items before member launch. Develops member experience teams to assist with strengthening or building new products or delivery channels for Pioneer’s membership. Works with the HR team to ensure new team members understand the importance of member experience, what member experience means to Pioneer, and how member experience ties into Pioneer’s Core Values and Service Standards. Present at manager meetings, Board meetings, and when asked to by SVP/VP of Operations on the member experience survey results or feedback on products (new or enhancements).
• Build and communicate reports that effectively measure service initiatives based on member responses. Collect and prepare member experience data and strategic measurements from multiple sources including NPS, social media and direct member feedback. Provide collected feedback to management and appropriate staff. Identify improvements across the credit union based on survey responses and partner with other departments to continually improve the quality of service delivered within Pioneer. Work with managers on how to close the loop on surveys so Pioneer gains more insight for making improvements.
• Train Pioneer team members (branch manager and front-line) on using the survey reporting system and ensure that management understands the metrics that are used in survey system. Works on solutions to gain more member feedback to ensure there is enough feedback to help drive credit union objectives. Reviews survey vendors to ensure that Pioneer is using the best partners to achieve credit union strategies and reports recommendations to SVP/VP of Operations.
• Performs other job-related duties as assigned.

Qualifications

Experience: Minimum of three years of similar or related experience.

Education: Equivalent to a college degree (BS or BA in a relevant field).

Interpersonal Skills: A high level of courtesy, tact, and diplomacy are essential elements of the job. A high level of discretion is required. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for the purpose of giving or obtaining information which may require some discussion.

Other Skills: Experience with automated data processing systems including PC software programs and mainframe system. Strong computer skills in Excel, PowerPoint, and general database management. Must demonstrate strong verbal and written communication.

Physical Requirements: This position is typical of a light-duty office position, but does also require the ability to lift, push, pull up to 30 pounds, as well as bend, and stoop. This position also requires the ability to ascend/descend.

Work Environment: Normal light, heat, air, and space in work environment.