[Remote] Senior Member Experience Analyst

Note: The job is a remote job and is open to candidates in USA. BECU is hiring a Senior Member Experience Analyst to help build and mature its Voice of Member program. The role analyzes member feedback and organizational data, develops measurement frameworks and analytical tools, and translates insights into recommendations that improve member experiences and inform strategic decisions.

Responsibilities

• Transform Data into Actionable Insights: You’ll 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: You’ll 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: You’ll 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: You’ll analyze qualitative and quantitative feedback to proactively identify emerging themes, risks, trends, and opportunities across the member journey
• Develop Experience Measurement Frameworks: You’ll 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: You’ll 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: You’ll 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: You’ll 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: You’ll 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: You’ll 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: You’ll 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
• Drive Continuous Improvement: You’ll promote data literacy, support strategic initiatives, and perform additional responsibilities that help BECU create better experiences for members and employees alike

Skills

• 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
• Experience with data visualization tools (Tableau, Power BI, or similar), including developing dashboards or scorecards with clear KPIs
• Demonstrated expertise in statistical analysis and modeling techniques
• Experience analyzing customer/member experience data and metrics
• Ability to analyze complex datasets and translate analytical findings into clear narratives, business recommendations, and prioritization insights
• Communication skills with the ability to present technical concepts to non-technical and leadership audiences
• Problem-solving mindset with attention to detail, data accuracy, and comfort working with qualitative and quantitative data in an environment of ambiguity
• Candidates to be residents of WA, OR, ID, AZ, TX, GA, SC, NC, CA or VA
• Master's degree
• Knowledge of predictive modeling, forecasting, or experimental design is preferred
• Familiarity with NPS, CSAT, Voice of Member, or journey analytics is preferred

Benefits

• 401(k) Company Match (up to 3%)
• 4% annual contribution to your 401(k) by BECU
• Medical, Dental and Vision (family contributions as well)
• PTO Program + Exchange Program
• Tuition Reimbursement Program
• BECU Cares volunteer time off + donation match
• For Washington state candidates within a reasonable driving distance from Tukwila: come into HQ on Tuesdays and Wednesdays; candidates outside the commute distance of TFC and in an approved remote work location will work remotely.

Company Overview

Company H1B Sponsorship