Job description

The Credit Union only accepts applicants from the following states: Minnesota, Wisconsin, Illinois, California, and Indiana.

This is a virtual WFH role. 100% Remote.

Remote applicants must live in Minnesota, Wisconsin, Illinois, California, or Indiana.

The Member Experience Project Administrator position will focus on supporting all areas of the member experience department. This position will collect, analyze, interpret, and report the voice of the member data to better understand the overall member experience. This will include survey management and assisting with managing a closed-loop process. This position will help deliver a best-in-class member experience across all touch points of the member journey. The Member Experience Project Administrator works across the enterprise to influence member-focused change.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Research, analyze, and interpret the voice of the member data to deliver best-in-class insights
• Design and develop relationship and transactional surveys to gather feedback to support key initiatives
• Track, analyze and interpret survey findings to make recommendations which drive member focused change
• Develop system dashboards to display survey findings and clearly report feedback to stakeholders
• Serves as system administrator of voice of the member software to support survey management program
• Performs day-to-day management of the experience management (XM) platform (Qualtrics)
• Manage a closed-loop survey process ensuring appropriate action is taken on the feedback received
• Provide support to other departments on using experience management software
• Conduct research on member experience topics to help identify member issues and recommend opportunities for improvement
• Uncover member insights through a synthesis of unstructured data using diverse sources to tell a story
• Support member journey mapping initiatives through data compilation, research, and analysis
• Assist with monitoring third-party review sites and social media to gather insights on member experience
• Create communications and presentations summarizing key member insights, trends, and recommendations
• Partner with the business units to continuously improve the credit union’s survey processes and experience
• Identify and promote stories from members and team members that demonstrate how we are delivering an engaging experience
• Other duties as assigned

QUALIFICATIONS

To be successful, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the minimum knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Must be able to interact and communicate with individuals at all levels of the organization.

EDUCATION AND EXPERIENCE
Bachelor’s degree or equivalent experience. Three years of experience in project coordination, working with data and designing internal and external communications including presentations. Experience with feedback programs preferred. Qualtrics experience a plus.

Preferred Abilities/Knowledge: Voice of Member, Customer Insights, NPS, Qualtrics, Customer Experience, Survey Design, Member Insights, VOC, CX/MX, Journey Mapper, Storyteller, Dashboards, Philomath

Members Cooperative Credit Union is an Equal Employment Opportunity Employer

Job Type: Full-time

Pay: $27.00 - $29.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Tuition reimbursement

Schedule:

• Monday to Friday

Education:

• Bachelor's (Preferred)

Work Location: One location

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