Becu
is hiring
Senior Data Analyst, Insights
About Our Company
As a member-owned, not-for-profit financial cooperative, BECU is guided by the credit union philosophy of “people helping people.” In fact, putting people over profit guides our everyday business decisions. Unlike many financial institutions, we aren’t owned privately. As a cooperative, we are owned by our members. This drives us to do right by the member, and right by each other as coworkers. You see this in our working culture, in our day-to-day choices to ensure both members’ and employees’ needs are met. Imagine what this type of commitment could do for your work satisfaction.
Recruiting scam alert: Please be aware that bad actors are targeting potential job applicants and impersonating BECU recruiters on LinkedIn. You can protect yourself by inspecting the recruiter’s email address before responding to any unsolicited messages you receive about job opportunities. BECU recruiters do not use Gmail, Yahoo or any other non-enterprise email platforms for recruiting purposes. It is also important to know that BECU recruiters will never ask you for personal information like your Social Security number, date of birth or bank account number. Also, you will not be required to pay fees or cover the cost of equipment.
Job Description & Responsibilities
The Sr Member Insights Data Analyst is responsible for turning data into actionable insights that improve the performance of feedback channels and our member experience. This role will monitor BECU’s feedback channel performance and support the team in gaining customer insights from internal data sources. This role will conduct in-depth analyses of the member experience to deliver actionable insights that drive improvements across the organization.
Responsibilities
- Partner with Loyalty Program Manager to develop uniform Key Performance Indicators (KPIs), business rules, and workflows for measuring the performance of Net Promoter Score (NPS) surveys and other member experience channels.
- Design, automate, and maintain a comprehensive dashboard solution(s) that provides current and accurate tracking for survey program execution and feedback channel performance, and provide end-user training and support to a diverse user group.
- Determine areas of focus and conduct and document the root cause analysis to determine the underlying drivers behind experience gaps and member pain points and how they impact our membership segments.
- Perform key driver analysis, determine statistical significance, and margin of error, and perform calibration between NPS and other operational metrics.
- Manage and optimize sampling and segmentation strategy for NPS surveys to ensure compliance with program goals.
- Produce monthly, quarterly, and ad hoc reports for the organization on member pain point trends, member improvement impacts, and close-the-loop program efficacy.
- Partner with enterprise data management and business units to access member data feeds to provide data for analysis.
- Code efficient queries that incorporate multiple data sources using business information tools and cloud-based platforms.
- Create validation procedures and documentation in accordance with Data Governance, Audit & Compliance departments.
- Perform other duties as assigned.
Requirements
Qualifications
- Bachelor’s degree in statistics, information science, economics, mathematics, or equivalent experience required.
- Minimum 5 years of experience in market research/insights or data analytics required.
- Minimum 5 years of experience using SQL required.
- Previous experience with Alteryx, SQL Server Management Studio, Informatica or other similar tools preferred.
- Previous experience with R, Python, SAS, or similar programming language preferred.
- Proficiency in reporting and using visual data analytics tools, such as Tableau, PowerBI, or Google Data Studio preferred.
- Strong analytical skills required.
- Demonstrated familiarity with NPS, OSAT, CSAT and other customer experience calculations and methodologies preferred.
- Basic knowledge of customer experience management platforms including Medallia, Qualtrics preferred.
What we offer
The Target Pay Range for this position is $97,900-$119,600 annually. The full Pay Range is $76,100-$141,500 annually. At BECU, compensation decisions are determined using factors such as relevant job-related skills, experience, and education or training. Should an offer for employment be made, we will consider individual qualifications. In addition to your salary, compensation incentives are available for the hired applicant. Incentives are performance based and targets vary by role.
Benefits
Employees and their eligible family members have access to a wide array of employee benefits, such as medical, dental, vision and life insurance coverage. Employees have access to disability and AD&D insurance. We also offer health care and dependent care flexible spending accounts, as well as health savings accounts, to eligible employees. Employees are able to enroll in our company’s 401k plan and employer-funded retirement plan. Newly hired employees accrue 6.16 hours of paid time off (PTO) on a per pay period basis based on hours worked (up to a maximum of 160 PTO hours per year) and receive ten paid holidays throughout the calendar year.
