Lead Member Experience Analyst CA)

We value and rely on the unique talents and contributions of our employees to absolutely excel in member engagement by Delivering Signature Experience.

Salary Grade: 159E

Salary Pay Range for This Position: $91,451.00 - $

Provides analytical and operational leadership for Wescom Financial's Member Experience (MX) function. This role serves as the primary owner of MX analytics, reporting, VoM operations, and closed-loop tracking, translating member feedback and performance data into actionable insights that drive measurable improvements. Working in close partnership with the Director of Member Experience, the Lead Analyst enables governance, supports journey transformation, and ensures disciplined execution of MX reporting, tracking, and insight delivery across the enterprise.

Insight Generation & Decision Support:
Serve as the primary analytical lead for translating member feedback, survey results, and operational data into actionable insights. Identify root causes, friction points, and trends, and develop prioritized recommendations. Deliver clear, concise dashboards and executive-ready summaries to inform decision-making.

Measurement, Reporting & Governance Enablement:
Own the integrity and delivery of MX reporting, KPIs, and performance tracking, including NPS, MSAT, MES, and response rates. Maintain and enhance dashboards, reporting logic, and data structures. Enable governance routines by preparing materials, tracking priorities, and supporting decision documentation.

Journey Analytics & Transformation Support:
Lead analysis of end-to-end member journeys to identify friction, inefficiencies, and improvement opportunities. Support journey mapping and transformation efforts through data synthesis, root-cause analysis, and documentation. Track journey initiatives, owners, milestones, and measurable outcomes, including KPI impact

Voice of the Member (VoM) Operations Leadership:
Own day-to-day administration and optimization of the VoM ecosystem, including surveys, dashboards, and feedback processes. Manage survey lifecycle activities, including design support, deployment, monitoring, and quality checks. Support text analytics, feedback tagging, and continuous improvement of VoM processes.

Cross-Functional Enablement & Partnership:
Enable business partners with actionable insights, data interpretation, and performance tracking. Support action planning by ensuring clarity of owners, milestones, dependencies, and expected outcomes. Reinforce consistent use of MX data, governance practices, and journey frameworks.

Closed-Loop Tracking & Action Management:
Own the closed-loop tracking of experience improvement initiatives beyond surveys, including journey and service-related actions. Maintain action trackers, validate progress, and quantify outcomes where data is available. Surface risks, blockers, and unresolved issues to MX leadership and stakeholders.

Research, Benchmarking & Insight Development:
Conduct targeted research on industry practices, trends, and MX methodologies. Translate findings into practical recommendations supporting the MX roadmap.

MX Technology & Data Stewardship:
Support configuration, testing, and optimization of MX platforms and reporting tools. Ensure data quality, documentation, and reporting consistency. Identify opportunities to improve automation, integration, and analytical efficiency.

Committee & Governance Support:
Serve as the primary analytical and operational support lead for MX governance forums and stakeholder meetings. Prepare insights, dashboards, and action trackers; support discussions and follow-ups.

Minimum 5+ years of progressive experience in member/customer experience, voice of customer/member programs, market research, journey analytics, operational analytics, or related disciplines. Experience in financial services is preferred.

Certified Customer Experience Professional (CCXP), Qualtrics, Medallia, or equivalent experience management certification is strongly preferred.

Demonstrated experience analyzing survey, behavioral, operational, or journey data and translating findings into actionable recommendations, clear narratives, and measurable improvement opportunities.

Experience calculating, trending, forecasting, and interpreting MX or CX KPIs such as NPS, MSAT/CSAT, MES/CES, response rates, service quality measures, and journey improvement outcomes.

Experience administering or supporting…