Solarity Credit Union is seeking a Customer Experience (CX) Analyst - Remote - WA, OR, ID, UT, AZ, NV, WY, AK, or TX

Do you have a passion for providing data-driven, actionable insights that inform business decisions and CX strategy? This role taps into the power of data to create personalized experiences, moving Solarity further along the CX maturity curve toward member obsession. The CX Analyst partners with key stakeholders to deepen understanding of members by providing insights based on data and formulating actionable recommendations for an enhanced experience, helping to retain and deepen member relationships with Solarity. Members are the center of everything we do, and we innovate to make their lives better. You will use data to analyze member experiences, uncover areas of friction, quantify the value of improvements, and evaluate the effect of CX initiatives.

The Cultural Fit

• If the following Core Values resonate with who you are in your life, this might be the perfect fit for you:
  • Courage: Having the fortitude to remain accountable, maintain the self-esteem of teammates and having the confidence to make decisions based on good judgment.
  • Impact: Pursues meaningful results to make a positive difference, not satisfied with the status quo, and you want to constantly exceed the expectations of members and coworkers.
  • Passion: You have a member-obsessed mindset and bring energy and focus to all aspects of your job. You are interested in celebrating wins of others, and constantly embrace organization initiatives and change!

A day in the life of a Customer Experience (CX) Analyst...

• Your typical morning will start by hopping on to Zoom for a team huddle. You're excited for another day of making a difference in our members' lives. #memberobsessed
• You log in to Power BI to review data and diagnose a pain point in a new digital process. You pull together a small group from CX, Business Analytics and Operations to brainstorm ideas for making the experience better.
• After lunch, you meet with a core team of department leaders to present a data visualization showing how the process changes you recommended last month have moved the needle.
• Before signing off for the day, you deliver a report with updated CX metrics to the leadership team. It's been a full and productive day. Tomorrow will be even better.

If you love what you have read so far and meet the requirements below, we want to hear from you!

• Bachelor's degree in a related field and/or related certification strongly preferred
• CX Certification or degree preferred, e.g. Forrester, Nielsen Norman Group, Institute of Human-Centered Design, etc.
• 3+ years of analyst experience. SQL, Power BI, and/or Tableau knowledge experience preferred. Familiarity with financial services a plus.
• Firm understanding of analytical techniques and data visualization
• Knowledge of principles and processes for providing customer and personal services
• Knowledge of process mapping, research methodologies, and design thinking strongly preferred.
• Ability to influence cross-functional teams without formal authority.
• Stellar communication skills, including written, verbal and listening skills.
• Proven ability to analyze data and translate into actionable efforts.
• Design sensibility to create visualizations that convey actionable insights in an unbiased manner.
• Ability to identify and solve complex problems and determine causes of operating errors with persistence.
• Must reside in WA, OR, ID, UT, AZ, NV, WY, AK, or TX

What else can you expect?

• A highly competitive salary range.
• A comprehensive benefits package low-cost medical, dental, vision, life, and disability coverage for yourself and your family with a generous employer contribution to your HSA account.
• Generous paid time off allowances plus 12 paid holidays annually.
• A substantial retirement program match of up to 6% of your annual earnings.
• An employee wellness program including EAP coverage and gym reimbursement.
• An organizational culture that is committed to your success.
• Significant opportunity for career growth.
• A supportive leadership team.
• Excellent member service-oriented culture.
• The opportunity to work remote, even post-pandemic!

EEO Statement:

Solarity Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status. Solarity Credit Union participates in E-Verify.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at 509.248.1720, ext. 1520 for assistance.