Member Experience Analyst

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Finding a job can be overwhelming- plowing through dense, super specific job descriptions, spending hours filling out applications, and then, if you’re lucky, you get a tag-team interview that leaves you spinning.

Not here.

At Canvas, we’re dedicated to transforming financial services, and that includes recruitment. We aren’t ashamed to say it. Working here is delightful. We’re a family and the time we spend together is full of support and camaraderie, and it’s fun. Make no mistake, we’re serious-minded professionals who take our responsibilities to heart, but the pettiness and bureaucracy you find in much of corporate America is out of bounds here.

Who We Are

We are Canvas and we are passionate about disrupting the way people experience financial services. “Helping you afford life” and “People before profits” aren’t just advertising taglines for us. They’re literally words we live by. Shareholder profits don’t drive us. Our members, our families, and the communities we live and work in are all that matter here. (World peace and recycling is super important too.) We’re strong supporters of the credit union movement, and of providing our members with the education, support, and guidance to build strong, independent financial futures. And we want your help. 

General Purpose

The Member Experience Analyst is responsible for managing, analyzing, and interpreting relevant data related to our member experience to enable quality business decisions. Topics include, but are not limited to, feedback from member surveys, success of our sales teams, and member adoption of our products & services.

Essential Duties/Responsibilities

• Utilize advanced Excel skills to cleanse, interpret, and present data as valuable information to internal stakeholders
• Design and maintain easy-to-use interactive reports (dashboards) to provide efficient access to business insights by leaders across the organization.
• Utilize Structured Query Language (SQL) in partnership with Business Intelligence Department to provide ad-hoc data analysis as needed for various initiatives.
• Collaborate with the Business Intelligence Department to prioritize further development of data assets and our enterprise data warehouse for the purpose of gaining greater insights and automation.
• Contribute to the maturation of our Data Governance Committee objectives to cleanse, define, and classify our enterprise data assets.
• Administer the voice of member (survey) platform, and development of similar listening posts, by actively analyzing trends and sharing areas of opportunity and successes.
• Design and maintain surveys within several feedback channels with the goal of listening to our members while optimizing our collective insights of their feedback.
• Design and maintain easy-to-use dashboards within the voice of member survey platform for all levels of the organization to provide actionable insights.
• Administer the lobby management system and support internal teams with their usage.
• Maintain accurate reporting, appropriate tracking, and measurement of branch activities including branch adoption and utilization of organizational products and services.
• Create and maintain daily, monthly, quarterly, and annual reporting for sales and service results for the branch network. Provide analysis and action-oriented recommendations based on the data trends.
• Support the branch network and other member-facing channels in achieving results by providing data necessary to support coaching of consultants.
• Exhibits support of the organization’s goals, values, initiatives, and cost control.
• Ensure the application of, and compliance with regulation, policies, procedures, and operational integrity.
• Comply with Bank Secrecy Act (BSA) and other compliance requests and requirements.
• Follow all safety and security guidelines to properly safeguard member and organization assets.
• Embrace ongoing education and learn/apply new skills and software applications.
• Regular attendance and punctuality are essential functions of the job.
• Pre-employment background review (components include criminal, employment, address, social security number, motor vehicle record, sex offender, and global sanctions).
• Perform other job duties as assigned.

Job Qualifications

Knowledge, Skills, & Ability

• Ability to understand business needs and translate them into reporting functionality.
• Excellent relationship-building and teamwork skills with demonstrated ability to develop and maintain consultative relationships with family members.
• Exceptional analytical and problem-solving skills.
• Strong attention to detail and excellent organizational skills.
• Excellent verbal, written and interpersonal communication skills
• Knowledgeable of retail financial products and services.
• Ability to effectively work across departments to reach organizational goals.
• Advanced proficiency using Microsoft Excel (pivots, macros, data models).
• Ability to learn SQL query commands and the creation of interactive reports (dashboards).
• Knowledgeable of database concepts, data warehousing, and data modeling.
• Ability to maintain confidences.
• Must possess and maintain a valid Colorado drivers’ license and provide proof of insurance.

Education or Formal Training

• Bachelor’s degree in a related field or equivalent work experience.

Experience

• Minimum of four years’ experience working in financial services and/or data reporting with advanced Excel functionality.

The starting pay range for this position is $63,166.52-$78,963.73, and final pay rate will be determined based on experience and internal equity factors. 

Canvas Benefits

• Medical/Dental/Vision Insurance
• Paid Vacation 
• Paid Sick Time 
• Paid Holidays
• Paid Wellness Day
• Flexible Spending Account
• Health Savings Account
• World Class 401(k) Plan
• Tuition Reimbursement
• Rate Discounts on Qualifying Loans
• This position may be bonus eligible, dependent on individual and company results.

Working Environment/Physical Activities

High volume, fast-paced, dynamic office environment with some travel.  Must be able to work a flexible schedule Monday through Saturday and attend meetings and events outside of regular business hours; requires movement to other branches or departments.  The job routinely uses standard office equipment such as computers, phones, printers, copiers, fax machines and filing cabinets.  The position requires manual dexterity, the ability to lift files and open filing cabinets.  The position requires bending, stooping, or standing as necessary.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.

Canvas Credit Union is an Equal Opportunity Employer, Gender/Minority/Veteran/Disabled.

E-Verify Participation Notice – English
E-Verify Participation Notice – Spanish
Right to Work Notice – English
Right to Work Notice – Spanish

Salary : $63,167 - $78,964