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Job Location: Portland, OR
Overview:
ESSENTIAL FUNCTIONS:
You’re considering a career with a financial institution that puts Members first and takes care of Employees. This position is at the heart of hearing from members and making meaningful recommendations to truly impact the member journey. As an OnPoint employee, you are rewarded, acknowledged and appreciated. Employees receive a generous vacation package, monthly incentives for meeting goals, competitive hourly pay, 100% – paid employee medical, dental and vision premiums, Tri-Met / parking passes, 401k matching, tuition reimbursement, paid volunteer hours and more! We believe in growth and foster a culture of success and promotion from within.
The Member Experience Analyst reviews and assesses member feedback related to Net Promoter Score (NPS). This position will gather data and conduct project research including the analysis of findings and the identification of member related opportunities. Critical thinking and data interpretation are key in developing executable recommendations for continuous improvement of the member experience.
Responsibilities:
ESSENTIAL FUNCTIONS:
- Oversees OnPoint’s Net Promotor program, including coordinating and enhancing Net Promoter surveys and managing the external NPS vendor relationship.
- Develops and implements data analyses, data collection systems, and other strategies that optimize statistical efficient and quality for service metrics for internal and external service provided to membership. Ensures service measurements are tracked and published, and related reports are timely and available.
- Ensures service measurements are tracked and published on “services experiences” scores, progress, initiatives and results as measured against business goals using dashboards and easy-to-understand data feedback tools.
- Performs strategic analysis and reports key business metrics related to NPS feedback. Creates high level recommendations for enhancing member experience.
- Supports end-users as they interpret individualized results and create meaningful, actionable paths to improving the member experience.
- Maintains a thorough knowledge of products and services. Collaborates with product development to provide input and feedback for proposed and newly launched product offerings.
- Documents procedures and updates as necessary to provide instruction and guidelines for daily operations. Educates relevant staff on process for training and coverage.
- Perform additional duties as assigned.
KNOWLEDGE, SKILLS & COMPETENCIES:
- Advanced technical competencies are required in MS Office products, spreadsheets, modeling, statistical programs (such as Tableau, Excel) and graphics.
- Effective business communication, presentation, and influencing skills to a variety of organizational levels and technical backgrounds.
- Flexibility, strong interpersonal, analytical, technical and problem solving attributes.
- Ability to think objectively and make sound business and technical decisions.
Qualifications:
- Bachelors in business, mathematics, analytical or technical discipline, or equivalent technical certification, knowledge & experience.
- Proficient PC skills (Microsoft Office), with expertise in Excel and PowerPoint, with the ability to learn new software.
- Strong analytic skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
- Proficiency in logical data modeling, spreadsheets, and tools.
- Familiarity with SQL.
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