What are the responsibilities and job description for the Improvement and Member Insights Analyst position at HawaiiUSA Federal Credit Union?
The Improvement and Member Insights Analyst serves as the bridge between member insight and organizational action within the Org Transformation Department. This role stewards the Voice of the Member (VOM) program, ensuring feedback is systematically captured, analyzed, and translated into prioritized improvement opportunities. Working in close partnership with Continuous Improvement and cross-functional teams, the Analyst synthesizes member data into Insight-to-Action Briefs that inform process redesign, service recovery, and strategic decision-making – driving measurable enhancements to the member experience. As the VOM program matures, the role becomes increasingly central to how the organization identifies, prioritizes, and acts on the opportunities that strengthen member relationships and advance the Credit Union’s purpose.
Responsibilities
Voice of the Member Program Stewardship
- Steward both solicited and unsolicited feedback channels, ensuring all member input, including NPS surveys, social media, frontline observations, and other member signals, flows into a centralized repository for analysis and action.
- Partner with the VP-EPM to administer the Enterprise Voice of the Member program, including survey deployment, feedback consolidation, and platform administration within the MLG/Medallia ecosystem to maintain a comprehensive view of member sentiment across all touchpoints.
- Monitor and document feedback sharing accountability across business units, documenting who received VOM data, what actions resulted, and what insights were generated, to build organizational habits of closing the feedback loop.
- Ensure that member feedback signals indicating service recovery needs are promptly identified and routed to the appropriate operational teams for resolution, maintaining visibility into follow-up status.
Insight-to-Action Translation
- Partner with the VP-EPM to own and refine a prioritization framework that evaluates improvement opportunities by member impact, financial sustainability, feasibility, and strategic alignment, ensuring the Credit Union focuses on the highest-value interventions first.
- Synthesize member feedback data, root-cause analyses, and trend patterns into Insight-to-Action Briefs that clearly articulate pain points, quantify member and financial impact, and recommend prioritized improvement opportunities for handoff to Continuous Improvement and operational teams.
Cross-Functional Improvement Partnership
- Facilitate collaborative engagement with business unit leaders, branch managers, product managers, digital banking, operations, and member solutions center teams to embed member-centric thinking into departmental workflows, KPI development, and service delivery standards.
- Prepare clear and accessible data narratives and presentation from member experience metrics into strategic business insights, influencing evidence-based decision making throughout the Credit Union.
- Partner with the Director of Continuous Improvement to ensure VOM-identified opportunities are effectively transitioned into improvement initiatives, participating in root-cause sessions as the voice-of-the-data contributor while Continuous Improvement owns methodology selection, solution design, and implementation.
- Support cross-functional dialogue around member feedback themes, identifying systemic patterns that span organizational boundaries and require coordinated intervention, and support the expansion of VOM presence into areas not yet covered by formal feedback collection.
Reporting, Measurement & Closed-Loop Accountability
- Support the development and delivery of scalable reporting frameworks, including touchpoint level reports, leadership dashboards, VOM flash reports, and quarterly deep-dive analyses, that provide actionable visibility into member experience performance across the Credit Union.
- Track and report on closed-loop metrics to measure whether implemented improvements achieve their intended member experience outcomes, creating a feedback-to-results value chain that demonstrates program ROI to leadership.
- Partner with the VP-EPM to develop and maintain VOM program effectiveness measures that assess the maturity, reach, and organizational impact of the feedback ecosystem, supporting continuous refinement of listening and response capabilities.
- Cultivate strong advisory relationships with internal stakeholders at all levels, building organizational commitment to acting on member feedback and fostering a culture where the voice of the member drives continuous improvement.
Stakeholder Engagement & Organizational Enablement
- Develop and distribute member experience coaching insights, recognition summaries, and follow-up updates that reinforce the connection between member feedback and tangible organizational action.
- Coordinate with the VOM Committee to expand organizational capacity for receiving, interpreting, and responding to member insights, supporting workforce development in quality improvement and systems thinking.
Data Stewardship & Knowledge Management
- Build a knowledge repository of improvement recommendations, completed initiatives, outcomes achieved, and lessons learned that captures institutional intelligence, reduces single-point-of-failure risk, and prevents duplication of effort.
- Establish and maintain consistent data collection processes and feedback categorization standards across all VOM channels, enabling reliable trend identification, benchmarking, and analytical integrity as the program scales.
- Gather and document business requirements from internal stakeholders to inform the design of VOM program enhancements, feedback processes, and reporting solutions.
- Perform other duties as required to support departmental and organizational objectives.
Experience and Education
- Three to five years of progressive experience in at least one of the following disciplines required:
- Members/ customer experience, process improvement, market research, or a related analytical field.
- High School Diploma or equivalent.
Preferred Experience and Education
- Three or more years of experience in financial services, Credit Union or banking environments.
- Experience administering or configuring enterprise software platforms for data collection, reporting, or case management.
- Bachelor's degree in Business Administration or related field.
Preferred Certifications
- Professional certification in customer experience, survey research methodology, or feedback program management preferred.
- Six Sigma Yellow Belt or equivalent process improvement certification preferred.
Minimum Physical Requirements
- Sitting for prolonged periods at a desk working on a computer.
- Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components.
- Talking on the phone, computer, and person to person or in meetings frequently.
- Occasional on-site engagement with internal or external stakeholders.
- Traveling to various departments and branches locations.
- Lifting, pulling, pushing, and carrying up to 20 pounds on occasion.
- We'll make reasonable accommodations for qualified applicants and employees with disabilities.
Benefits & Pay
The expected pay range for the Improvement and Member Insights Analyst is $67,793.02 - $80,000.13 per year.
This range reflects the compensation we reasonably expect to offer for this role based on typical qualifications and market data. Offered pay may vary depending on the candidate’s experience, skills, and other relevant factors.
We cover 100% of employees’ single medical, drug, vision, and dental monthly health insurance premiums. Employees also love receiving paid volunteer time, our pay it forward program, and matching their charitable donations up to $250 per year per employee. Tuition assistance for higher education is another special way we invest in our workforce. Benefits include, Paid Time Off and 11 Paid Holidays, 401(k) and 3% Employer Contribution, Health insurance, Vision insurance, Dental insurance, Prescription drug insurance, Life insurance, Flexible spending account, Disability insurance, Opportunities for advancement, Employee assistance program, Referral program, Retirement plan, Employee discount, Paid training, Professional development assistance, AD&D insurance, Credit union membership, Paid orientation, and more.
About Company
HawaiiUSA Federal Credit Union is a local, not-for-profit, federally insured financial cooperative, owned and operated by our members since 1936. We are dedicated to helping members achieve their financial goals and our employees reach their career aspirations. We are committed to our community by extending ourselves through our time, efforts and resources. Our motto, Life Matters, means celebrating life’s experiences and creating fulfilling work opportunities, not just jobs.
Make a difference one life at a time!
Salary : $67,793 - $80,000