Member Experience Analyst

Vermont Federal Credit Union values each individual and their unique abilities and strengths to help form the foundation of Vermont Federal’s culture. Our employees are at the core of Vermont Federal and we strive to make that a priority every day. As an organization, our stated Purpose is to help Vermonters prosper, no matter where they may be on life’s journey.

Every employee at Vermont Federal Credit Union contributes in their own way to achieve this goal and is set up for success in a fun, supportive, and collaborative environment. We are looking for friendly, self-motivated individuals who enjoy helping people, have strong communication skills, are detail-oriented, and enjoy working as part of a team. If you are interested in a career in the financial service industry and want to make a difference in your community, we want you to be part of our team.

Please visit our website for full details of our very competitive benefits program.

Vermont Federal Credit Union is recruiting for a Member Experience Analyst out of our Kennedy Drive Location.

The Member Experience Analyst role will map the journeys members take across Vermont FCU’s products, delivery channels, and touchpoints; identify friction points and gaps within those journeys; develop recommendations to address them; and work collaboratively with cross-functional teams on initiatives to drive improvement. The ideal candidate will bring a well-informed, member-centric perspective, advocating for the voice of the member throughout Vermont Federal Credit Union’s processes, policies, and operations.

This role has hybrid flexibility, with in-person meetings and periodic branch visits required.

Job Description:

• Lead the development of member journey maps across Vermont FCU’s products, life stages, and service interactions, with the goal of identifying opportunities to improve the member experience.
• Conduct research, including branch observations, production testing, competitor testing, member survey data, and stakeholder workshops to surface pain points, moments of friction, and gaps between member expectations and actual experience.
• Develop clear, prioritized improvement recommendations with defined business cases and measurable success criteria and work collaboratively with cross-functional teams to advance recommendations from insight to implementation while keeping member perspective a priority.
• Track outcomes against baseline experience metrics to measure progress over time.
• Support the administration and analysis of Vermont FCU’s member survey data.
• Prepare Voice of the Member reports for leadership and relevant stakeholders, highlighting trends, outliers, and opportunities.
• Maintain a scorecard and dashboard tracking key metrics relevant to the health and performance of Vermont FCU’s member experience.
• Represent the member perspective in product development, process redesign, and technology implementation discussions, ensuring that internal decisions are assessed through the lens of member impact.
• Serve as a thought partner and resource to business units seeking to improve their member-facing processes, communications, and interactions.
• Support the strategic planning process by providing member experience data and analysis that informs initiative prioritization and goal setting.
• Deliver outstanding service that is in alignment with the Credit Union's Core Values.

Requirements:

• 2-5 years of relevant experience in customer experience, consumer research, UX design, or a related field.
• Familiarity with journey mapping, jobs-to-be-done framework, user-centric design principles, and customer feedback analysis.
• Strong facilitation, communication, and collaboration skills. Able to facilitate cross-functional working sessions and translate complex findings into clear, compelling narratives for various stakeholders.
• Excellent communication skills, written and verbal, with the ability to articulate technical concepts to non-technical stakeholders.
• Strong organizational skills with the ability to work independently, manage multiple work streams, and follow through from insight to implementation.
• Experience in…