Member Experience Analyst

When joining Elevations, you can expect to work for a company with:

• A leadership team that strives to make this the best place you’ve ever worked!


• A focus on supporting our employees’ mental, physical, and financial well-being


• A commitment to diversity, equity, and inclusion recognized by the Denver Business Journal and Colorado Association of Realtors


• A highly engaged workforce devoted to innovation, continuous improvement, and collaboration


• A reputation for excellence, as evidenced by being a two-time recipient of the Malcolm Baldrige National Quality Award


• A passion for consistently providing amazing experiences and creating raving fans

If you join our team, here are some of the perks you can expect:

• A competitive total rewards package with 4 weeks paid time off for full-time employees, work anniversary paid time off, paid volunteer time off, and 12 paid holidays


• Comprehensive medical, dental, and vision plans with employer contributions to supercharge your Health Savings Account


• Up to a 4% match on 401(k) contributions


• Up to twelve weeks of fully paid parental leave


• An extensive Employee Assistance Program that provides personalized care options for your whole household


• Ample opportunity to learn, develop and grow with access to LinkedIn Learning, career and leadership development programs, job shadowing, a mentor program, and tuition reimbursement up to $5,250/year

Location

• 
  

  Elevations Credit Union- Broomfield Basecamp

  
  


• Hybrid: Employees who are able to perform the essential functions of their jobs away from an Elevations location may do so with the expectation that they are onsite at least fifty percent of the time over a two-week pay period.

Summary/Objective

The Member Experience Analyst is a data-driven problem solver who provides actionable insights to enhance member satisfaction and operational efficiency. This role focuses on analyzing performance across retail and member experience channels, identifying trends, and recommending improvements that allow managers to concentrate on coaching and service delivery rather than data gathering. The Analyst partners closely with BiTE, Marketing, and Member Experience leadership to build dashboards, monitor KPIs, and translate member feedback into meaningful actions. They review verbatim comments, conduct root cause analysis, and evaluate process impacts to ensure a seamless experience for members. Success in this role requires strong analytical skills, attention to detail, and the ability to communicate insights clearly across all levels of the organization while adhering to all organizational policies and all Federal and State laws and regulations governing applicable to the Credit Union, including the Bank Secrecy Act.

Essential Functions.

• Analysis and understanding of member experience performance metrics and trends in and out of the Voice of the Member Platform.


• Build and maintain dashboards and reports in collaboration with BiTE and Marketing.


• Monitor KPIs and highlight variances or emerging trends.


• Conduct root cause analysis and provide actionable recommendations.


• Review member verbatims, summarize top concerns for leadership, and audit/review the close the loop process.


• Assess operational efficiency and evaluate impacts of system or process changes.

Reports To

AVP Member Experience

Manages:

This role does not have supervisory responsibilities.

Required Skills, Education and Experience

• Bachelor’s degree in Business, Analytics, Marketing, or related field (or equivalent experience).


• 2 years of experience in data analysis, reporting, or customer/member experience roles.


• Strong analytical and quantitative skills; proficiency in Excel, Power BI, or Tableau.


• Ability to synthesize data and present actionable insights.


• Excellent communication skills for reporting and storytelling.


• Collaborative mindset and ability to work cross-functionally.

Preferred Skills, Education and Experience

• Experience with member feedback programs (NPS, OSAT).


• Experience working in a financial institution


• Familiarity with survey platforms (Qualtrics, Medallia).


• Knowledge of Lean or Six Sigma principles.

Work Environment

Elevations uses multi-factor authentication to keep our data safe. As such, a personal smartphone is a requirement for employment with us. This job operates in an office setting and routinely uses standard office equipment.

Physical Requirements

• ,Sitting frequently, walking occasionally, use of hands frequently, hearing constantly, talking frequently, exerting up to 10 lbs of force occasionally to lift, carry, push, pull, or move objects

Position Type/Expected Hours of Work

• Full time 40 hours a week

Classification:

Exempt

Compensation:

The person hired into this position will likely earn between $79,170 and $98,963 annual salary, plus annual bonus.

Actual compensation offered may vary from the posted hiring range based on factors such as relevant experience, time in role, base salary of internal peers, prior performance, business sector, licensure requirements and/or skill level, and will be finalized at the time of offer.

Anticipated Application Window:

 This role is anticipated to close within 25 days from the date of posting. However, if the position has not been filled, Elevations may keep the application period open longer.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

About Us: Elevations Credit Union is a member-owned not-for-profit financial institution serving Colorado’s Front Range. Founded in 1952, we’ve grown from 12 members and less than $100 in assets to an institution with 15 branches and more than 170,000 members that manages over $3 billion in assets and is the No. 1 credit union mortgage lender in Colorado. At Elevations, we’ve made a commitment to move away from a product-centered business model and focus instead on creating consumer solutions. Our objective is to provide our members, as well as the entire community, with unbiased consumer information.

EEO Statement: The Credit Union is dedicated to the principles of equal employment opportunity. We prohibit unlawful discrimination against applicants or employees on the basis of age 40 and over, race (including traits historically associated with race, such as hair texture and length, protective hairstyles), sex, sexual orientation, gender identity, gender expression, color, religion, creed, national origin, ancestry, disability, military status, genetic information, marital status, or any other status protected by applicable state or local law.

Candidates for certain positions may be required to submit to a credit history report in determining qualification for employment with Elevations Credit Union. If the position you are applying for requires a credit history report, any information received in such a report will not be the sole factor in making an employment decision. A history of personal financial irresponsibility may be reason for disqualification insofar as it relates to your potential job duties. Elevations Credit Union is aware that occasionally there are extenuating circumstances that may affect an individual's credit history. We comply with the Fair Credit Reporting Act and the Colorado Employment Opportunity Act.

ELEVATIONS CREDIT UNION’S COMMITMENT TO PRIVACY

Your privacy is important to us. When you use this Careers site to apply for a job at Elevations Credit Union (“we” and “us”), we collect your personal information.  Examples of personal information collected on the Careers site include your name, contact details, and information you provide for purposes of job applications.  We do not sell your personal information to a third party.  We may share your information with a third party who is performing a service for us related to job applicants. If you have any questions about this privacy statement, please contact us.

Applicants have rights under Federal Employment Laws

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Employee Polygraph Protection Act (EPPA)