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Member Experience Analyst

Member Experience Analyst

Lake Michigan Credit UnionGrand Rapids, Michigan, USA
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General Information

Primary Location : 5664 Prairie Creek Dr

Employee Status : Full-Time

Workplace Type : Hybrid

Who we are :

At LMCU youll find more than just a job - discover a fulfilling career where your contributions truly matter. Join our talented team at Lake Michigan Credit Union and discover the difference an employer who puts people first can make in your career and life.

About this position :

The Member Experience Analyst plays a critical role in improving the overall member experience by analyzing and optimizing processes systems and member touchpoints. This role involves gathering and interpreting data identifying opportunities for improvement and collaborating with cross-functional teams to deliver an exceptional member experience.

What youll do :

Member Journey Development and Optimization :

  • Review end-to-end member experience across all touchpoints and channels to highlight friction points and suggest solutions to improve member satisfaction and engagement.
  • Lead the administration of journey strategy and automation within enterprise CRM platforms to prioritize and elevate member experience.
  • Create maintain and optimize member journeys in various CRM platforms as needed to support business unit and organizational goals of growing and retaining membership. Work closely with member experience design marketing and stakeholder teams to ensure content and assets meet business and branding standards.

Process and Technology Improvement :

  • Identify opportunities for improving the member experience across CRM platforms and other technology.
  • Oversee CRM integrations and cross-functional technology relationships to ensure LMCU is best leveraging systems holistically for the benefit of staff and members.
  • Work closely with business units to streamline processes eliminate pain points and increase workflow and technology adoption and usage.
  • Recommend and implement internal and external process enhancements to increase efficiency and effectiveness in delivering member services.

    • Member Feedback and Data Analysis :

  • Gather analyze and interpret member transaction and engagement data and behavioral patterns to identify trends and insights.
  • Support initiatives to collect and analyze member feedback through surveys interviews focus groups and other channels.
  • Be the lead administrator of survey creation testing and execution in Hubspot and other survey platforms.
  • Act as the voice of the member in meetings and ensure that member needs are prioritized in decision-making processes.
  • Provide actionable insights to leadership and other stakeholders based on data analysis.

    • Collaborative Strategic Planning :

  • Assist in the development of long-term strategies to enhance member loyalty and engagement.
  • Help define and track the execution of member experience initiatives as part of the organizations overall goals.
  • Work with stakeholders to define business requirements and ensure that new initiatives align with the member experience goals.
  • Stay informed on industry trends best practices and competitive landscape to recommend innovative solutions for improving the member experience.

    • What youll bring :

  • A minimum of three years of experience in a role assessing implementing and optimizing workflow and technological solutions based on data analysis to support better customer experiences.
  • A bachelors degree in a business-related field such as business administration finance operations management or marketing or equivalent professional experience.
  • Firsthand experience administrating CRM platforms including Hubspot and integrated technologies with a track record of creating and implementing strategic customer journeys.
  • Firsthand experience with SMS platforms Personetics or Total Expert administration is a plus.
  • Excellent communication and liaison skills for interacting with stakeholders the project management team data specialists and developers to ensure clear and effective communication.
  • Strong project management skills with the ability to coordinate cross-functional resources ensuring projects are delivered on time and within scope.
  • Deep hands-on experience administrating various Customer Relationship Management software along with an understanding of commonly used financial industry technologies with a proven ability to make recommendations for improvements.
  • Current certification with Hubspot and particularly that platforms automation survey and ESP tools is required.
  • Proficiency in assessing business processes and recommending improvements with a focus on member experience and efficiency.
  • Possesses a proactive flexible and results-oriented mindset with strong attention to detail and a demonstrated passion for improving the member experience.
  • Ability to work across organizational boundaries to drive process standardization and innovation through alignment with strategic department and organizations goals.

    • What youll get :

  • All Employees : weekly pay and retirement savings options.
  • Full Time Employees : comprehensive health coverage including medical (with prescription) dental vision HSA match paid parental leave and tuition reimbursement.
  • To see a full list of our benefit offerings check out this helpful guide !

    • Have additional questions about the role Email the Talent Acquisition Team at : .

    If you lack access to the internet or require an accommodation in the application process please send your resume via mail to 5664 Prairie Creek Drive Caledonia MI 49316.

    LMCU is an Equal Opportunity Employer

    Required Experience :

    IC

    Key Skills

    Commercial Property Paralegal,JAVA / J2EE,Building Construction,Javase,Administrative Services

    Employment Type : Full-Time

    Experience : years

    Vacancy : 1

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