Member Experience Operations Analyst

At Landmark Credit Union, we succeed by putting people first - and that starts with you. Our culture of inclusion and collaboration enables us to support our members' financial wellbeing, positively impact the communities we serve, and help our associates grow their careers. Bring your authentic self to work as part of an organization where you'll feel valued for your unique qualities, are enabled to reach your full potential, and are recognized for your contributions to our success. We strive to ensure you feel empowered to grow and succeed, while also feeling valued and taken care of, as we all do our part to put people first. We invite you to learn more about this and other opportunities at Landmark Credit Union.

NATURE AND SCOPE
This position reports to the Senior Manager, Member Experience Operations and supports the efficient coordination of resources to help the Member Experience department achieve its operational goals. The Operations Analyst supports the Member Experience department by providing data analysis, performance reporting, and operational insight to improve service delivery, efficiency, and the overall member experience. This role is responsible for gathering and interpreting data across multiple systems, including speech analytics, quality assurance, and performance dashboards to develop clear, actionable insights. The analyst also supports omni-channel operational needs, such as Interactive Voice Response system (IVR) updates, queue configurations, and other system-level adjustments that contribute to a seamless member experience.

REQUIREMENTS
1. Bachelor's degree or equivalent and a minimum two years of operational support experience, preferably within a financial institution. Equivalent combination of education and experience will be considered.
2. Proficiency in knowledge management systems, with the ability to create, update and maintain internal resources. Advanced skills in Microsoft Office programs, particularly Excel, PowerPoint, SharePoint, and Power BI as well as other web-based technologies. Experience with workforce/scheduling tools, IVR platforms, and call routing systems preferred.
3. Strong skills in data visualization, statistical analysis, and reporting tools.
4. Strong written and verbal communication, problem solving, and organizational skills, with the ability to work both independently and collaboratively with a broad range of internal departments.
5. Ability to collect, interpret, and analyze operational data from multiple sources, identify trends, and make data-driven recommendations. Skilled in identifying trends, root causes and opportunities for process optimization. Ability to translate complex data into clear and actionable insights.
6. Self-motivated, adaptable, and committed to continuous improvement with a high attention to detail, and ability to manage multiple priorities and deadlines in a fast-paced environment.
7. Must develop a thorough understanding of company policies and procedures as they relate to this position. Must comply with all company policies and procedures and all job-related State and Federal laws and regulations.

PRINCIPAL ACCOUNTABILITIES
1. Creates and maintains dashboards and recurring reports primarily focused on Member Experience Center performance, including service levels, response times, productivity, and member satisfaction metrics.
2. Analyzes quality assurance evaluation data for the call center and summarize performance trends. Leverage speech analytics platforms to uncover call drivers, sentiment analysis, and coaching opportunities.
3. Uses statistical methods to analyze operational trends and identify anomalies or inefficiencies. Creates dynamic reports that visualize key performance indicators (KPIs) and support data-driven decision making. Provides insight that explains the numbers, translating complex data into clear business insights.
4. Assists in queue management and routing across phone, chat, and other digital member experience channels. Supports IVR messaging updates, routing logic adjustments, and skill group configurations. Performs simple omni-channel system configurations to support operational updates and enhancements.
5. Coordinates with department leadership and cross-functional teams to identify process improvement opportunities. Supports the development and implementation of operational strategies by using data insights and performance trends.
6. Proactively recommends improvements to reporting processes, system configurations, and member interaction flows. Supports testing and validation of system changes as needed.
7. Supports compliance by monitoring schedules and workforce planning to ensure adherence of all organization policies, procedures and regulations, and relevant labor laws.
8. Performs other duties as assigned.

EEO/Veterans/Disabled