This position is an integral part of Voice of the Member (VOM) Team to bring awareness of member satisfaction information and insights to VyStar leaders and employees. The VOM Team is responsible for leading the Credit Union in member satisfaction research and communications, as well as the complaints process. The MX VOM Analyst will be responsible for certain aspects of the overall work the group accomplishes, including but not limited to: - Developing and executing member research to obtain me... more details
At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees. Part time positions start at a minimum of 30 hours per week.
We encourage you to become a part of VyStar Credit Union's family of employees.
Sr Research Analyst, Voice of the Member
ACCOUNTABILITY STATEMENT
This position is an integral part of Voice of the Member (VOM) Team to bring awareness of member satisfaction information and insights to VyStar leaders and employees. The VOM Team is responsible for leading the Credit Union in member satisfaction research and communications, as well as the complaints process. The MX VOM Analyst will be responsible for certain aspects of the overall work the group accomplishes, including but not limited to:
• Developing and executing member research to obtain member insights, awareness and satisfaction levels related to VyStar processes, products and services, through conducting surveys, interviewing other organizations, working with consultants or conducting other research;
• Analyzing member satisfaction survey results for specific areas and across areas, involving comparing survey and research results to internal processes and goals, identifying specific reasons for satisfaction performance in terms of process, procedures, staffing, technology, locational areas.
• Providing day to day support for the effective use of the VyStar online communities (live chat, discussion boards, panel surveys etc.) by working with vendors and internal stakeholders from multiple departments to determine and execute appropriate member research and engagement activities with the communities.
• Recommending research projects and utilizing the results of the member and employee research tools to augment member satisfaction results and conduct other process related analysis, working with VOM Team, vendors and internal stakeholders from multiple departments;
• Developing and delivering communications about member insights and outcomes to a variety of stakeholders;
• Aligning findings around member processes and issues from findings between VOM research and other areas of the organization.
• Drafting responses and providing internal insights on related regulatory reporting requests or requirements, and any performance management reporting that is identified.
• Participating in or leading the processes for Member Engagement Survey and delivering the MX Dashboard.
• Bank Secrecy Act: Remains cognizant of and adheres to VyStar policies and procedures, and regulations pertaining to the Bank Secrecy Act
The MX VOM Research Analyst is responsible for learning about specific VyStar member-facing processes and collaborating with business partners in multiple departments to achieve and enable insights to be identified and communicated, and to improve research, analytics and reporting capabilities.
ESSENTIAL RESPONSIBILITIES
- Develops understanding of VyStar Member experience business objectives, needs, processes, tools and data;
- Designs and performs quantitative and qualitative research to meet business needs to accurately capture and measure member attitudes and awareness of the Credit Union's performance, products, services. Understands and connects research conducted internally with vendor-supplied studies and benchmarks.
- Provides support to day-to-day management of the organization's use of online communities, including collaboration with internal stakeholders and external service providers.
- Responsible to ensure day to day execution, quality assurance and controls around the internally executed survey content, data feeds, the survey execution process, including the dashboard, and coordinates with IT and business stakeholders via established ways to support the process.
- Conducts thorough analysis of customer/member research data to identify specific areas of opportunity to improve member satisfaction and improve member processes. Uses multiple sources of data in the analysis including structured and unstructured customer research, benchmarks, demographics and internal operational data;
- Provides input for the design, development and testing of data access & analysis platforms, i.e. data warehouses with use of business intelligence analysis tools and/or Excel-based analysis models and utilizes platforms to conduct analysis.
- Develops or designs reports and tracks information in support of analyzing member research and issues. Uses multiple sources of data including structured and unstructured member research, benchmarks, demographics and internal operational data.
- Conducts research to identify best practices and performance comparisons. Outreach to peer partners at other financial services organizations or other industries.
- Develops reports and summaries appropriate to key audiences, including business leaders, employees, regulators and members to provide insight into member sentiments and opportunities for improvement.
- Communicates results of analyses in various forms, which may include developing materials for others to communicate, or communicating results directly with individuals, working teams or business groups.
Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job.
Focus Focus your full attention by carefully listening to and observing your client or member.
- Connect Consistently be friendly and approachable. Demonstrate you care.
- Understand Listen empathetically and ask questions. (70%/30%)
- Counsel Recommend solutions based on your client’s or member’s needs and objectives.
- Advance Ensure that member's expectations were exceeded..
Verify necessary follow-up action.
JOB QUALIFICATIONS
- Technical and operational understanding of the relationship and transactional VOC surveys and KPIs including NPS, CSAT, and CES, and leveraging insights in a closed-loop system.
- High empathy to see the world through the customer's (member's) eyes. Acts as an advocate for our members and builds a customer/member-centric culture.
- Strong written and verbal communication skills with the ability to clearly articulate insights and implications to the business. Expertise in creating compelling presentations to communicate key findings and recommendations, and influence cross-functional stakeholders and senior management.
- Requires a working knowledge of customer/member research, including learning and translating the business needs and objectives into customer/member research methods (i.e. surveys or other projects), using research platforms and tools to develop and execute quantitative and qualitative studies.
- Storytelling: Ability to simplify and interpret customer/member issues for audiences at all levels to help them understand where to focus to improve customer/member experience.
- Analyzing multiple sets of structured and unstructured data to identify relationships, coming up with hypotheses and findings from the research and other data; designing metrics and analysis for use in business intelligence tools for ad hoc analysis.
- Requires the ability to take ownership of and assist in projects that involve internal &/or external business partners.
- Proven experience with SQL, business intelligence programs (such as PowerBI and Tableau), and statistical software (such as SPSS). Advanced knowledge/use of business-related PC applications, such as Excel (Advanced user), Word, Outlook, and PowerPoint.
- Statistical background and knowledge on surveying methodology and sampling techniques with preferred use of software such as mTAB, Qualtrics and/or other data or statistical analysis software.
- Ability to assess for situational appropriateness, and to quickly learn and utilize new reporting and dashboard programs.
- Technical and operational understanding of the relationship and transactional VOM or VOC surveys and KPIs including NPS, CSAT, and CES, and leveraging insights in a closed-loop system.
- High empathy to see the world through the customer's (members) eyes. Acts as an advocate for our members and builds a customer-centric culture.
- Strong written and verbal communication skills with the ability to clearly articulate insights and implications to the business. Expertise in creating compelling presentations to communicate key findings and recommendations, and influence cross-functional stakeholders and senior management.
EDUCATION
- Requires Bachelor's Degree Bachelor's degree in Statistics, Math, Marketing, Computer Science, a similar field of study, or equivalent experience
- Master's Degree preferred
EXPERIENCE
- 5+ years of experience in research, analytics, and customer strategy required
- 2+ years partnering with stakeholders to develop actionable insights which enhance the customer/member experience and drive business results preferred
- Key skills are in understanding and using data to measure and explain performance, extracting and analyzing data, understanding evolving behaviors and preferences, working with IT systems, developing analytics, collaborating with others, communicating in a business setting with all levels of management, excellent verbal and written communications, can demonstrate effectiveness in performance analysis, developing tools and models to analyze and explain results, developing executive presentation material to explain performance analyses.
- Prior experience in data handling and business process/performance analysis is required.
VyStar Credit Union is not seeking outside assistance or accepting unsolicited resumes from staffing agencies or search firms for employment or contractor opportunities. Any resumes submitted by an outside vendor to any employee at VyStar via e-mail, internet, or directly to hiring managers without a valid written search agreement with the Talent Acquisition / HR department will be deemed the sole property of VyStar Credit Union.
No placement fee will be paid if a candidate is hired as a result of the referral, or through other means.
Thank you for your inquiry regarding our current job opening. Your resume will be carefully reviewed against the position requirements. Should your experience and skills match, you will be contacted by one of our Human Resources department staff members.
Thank you again for your interest in this position!
VyStar Credit Union Human Resources