United States onlyPSECU, a high-tech progressive financial institution with more than $8 billion in assets, is seeking a Member Journey Analyst, reporting to the Member Experience Manager, the Member Journey Analyst is responsible for evangelizing an optimized member experience across all consumer touchpoints. With a focus on uncovering and understanding member needs, this role must leverage Design Thinking methodologies to support the integration and execution of experiences for both members and non-members.
Collaboration with the Member Feedback and Research team, business units, analysts, and designers in the observation, curation, design, and analysis of enhanced member experiences is frequent and essential. The Member Journey Analyst must synthesize insights from all data and feedback channels, create consumer journey and business process artifacts and report related benchmarking, dashboards and KPIs. They will work to ensure business goals are met without compromising consumer expectations across the entire consumer lifecycle.
Benefits: We offer a competitive salary, excellent benefits and a great work environment. Along with excellent medical and retirement programs and a generous leave package, our workplace offers tuition reimbursement.
Employee Type: Full-time, Exempt
Schedule: Monday - Friday; 8:00am-4:30pm. This is a hybrid schedule working remotely with minimum onsite expectation of 20%, or as needed.
Minimum Starting Payrate: (Commensurate with experience)
Candidate must be bondable and credit worthy.
DUTIES AND ACCOUNTABILITIES - Essential for this position:
- Supports strategic enterprise projects and platforms that evangelize the member experience as an organizational priority. Provide perspectives to support and contribute to strategic initiatives.
- Identify opportunities for enhancing the consumer experience. Analyze quantitative and qualitative data from various customer feedback methods to identify trends in customer pain points and potential root causes.
- Advocate to remove friction from new and existing processes. Obtain an in-depth understanding of consumer wishes and investigate processes that contain pain points.
- Create artifacts related to the consumer journey (journey and service maps), personas and business processes that translate issues and opportunities to a broad audience with varying levels of subject matter expertise. Support the governance and implementation of these artifacts across the enterprise. Contribute to and/or compose experience briefs and assist the delivery of solution recommendations and explanations to business units.
- Collaborate with Research & Member Insights staff and serve as a key stakeholder for a variety of user research methods including, observational research, user/customer interviews, usability testing, focus groups, and other research methods. Advise on opportunities to maximize the feedback loop.
- Utilize Design Thinking methodologies and workshop techniques to help teams generate creative solutions. Provide context and insights to encourage deeper understanding, challenge assumptions and redefine problem spaces regarding areas of friction in the consumer journey.
- Collaborate with UX/UI to evaluate prototypes, user-interface mock-ups, product flows, use cases, and requirements for any given product or feature development effort.
MINIMUM / PREFERRED EXPERIENCE AND EDUCATION:
Minimum Experience:
- Bachelor’s degree in information systems, psychology, design, data science, marketing or a related field is required.
- Minimum of one (1) year of experience design or consultation, design-thinking, business process analysis and/or user centered design required.
- Minimum of one (1) year of experience working with data and analytics is required. Minimum of one (1) year working with research teams is required.
- Or any equivalent combination of experience and education.
- Ability to drive results, work well with cross-functional teams and foster collaboration are necessary.
- Strong analytical and interpersonal skills required.
Preferred Experience:
- Three (3) years in a related field.
- Advanced Design Thinking Certification (i.e, IDEO, Luma, NNG, CXPA, Forrester, or equivalent organization)
- Demonstrated design thinking workshop facilitation and experience creating personas and journey and service maps.
- Demonstrated ability to independently coordinate and facilitate prototype and usability testing.
