Member Care Data Analyst
What will your day look like?
You will be responsible for responsible for providing an enterprise view of multiple member contact datasets. The incumbent will complete a structured analysis and provide it to key stakeholders across the organization as the business intelligence subject matter expert and partner for Member Care and Operations. Analysis of various member contact and feedback channels, speech to text analytics and completed quality analytics will be conducted to identify trends in order to mitigate service breakdowns and identify areas of improvement in the member experience. The Analyst will create recurring and ad-hoc dashboards and visualization reports and deliver findings that result in actionable recommendations that positively impact and influence operational efficiencies and the member experience. Resources to do the job require a passion for problem solving, an intellectual curiosity to dig deep into root causes, along with the ability to think conceptually, analytically and creatively. This individual will be collaborating frequently with other analysts within the team in order to tie data from different areas of the business together to tell an overall story of how the business is performing. General direction is received from the Manager, Insights & Performance Management.
Responsibilities
What makes you a great fit?
- Analyze complex data with the ability to improve, execute, and effectively communicate significant analyses that identify meaningful trends and opportunities across Member Care and the business.
- Extract data from multiple complex data sets including internal and external sources.
- Build, update and maintain databases.
- Understand key stakeholder objectives and the metrics that impact their area of the business.
- Develop actionable roadmaps for improving workflows and processes, based on analysis and review of KPIs.
- Prepare and distribute recurring and ad-hoc reports/dashboards comprised of key Member Care metrics to all levels of the organization.
- Derive actionable insights through critical analysis and data visualizations.
- Create innovative visuals using Tableau (or other supported visualization tools) to enable more effective consumption of data.
- Apply business analysis skills to complicated business wants/needs and make recommendations for optimal solutions.
- Adhere to the enterprise responsibilities and standards of a Business Intelligence lead and support the Enterprise BI Community.
- Collaborate with Member Care IVR Analyst and Member Care Workforce Analyst as work is performed.
Adhere to and ensure compliance of all business transactions with policy and process of the Bank Secrecy Act. Ensures compliance with all applicable state and federal laws, company procedures and policies. Maintains integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; complies with Privacy Act directives.
Where permitted by applicable law, successful applicants to this position must either have received or be willing to receive the COVID-19 vaccination by date of hire to be considered (proof of vaccination is required), or be willing to submit a negative COVID-19 test result in advance of each visit to an Alliant facility.
Qualifications
Do you see yourself doing this?
You’ll be a great fit if in addition to the completion of a Bachelor’s degree in Computer Science, Mathematics, Information Systems, Data Analytics/Data Science, or a related major, required, and you have:
- 4+ years of experience in data analysis, interpretation, report preparation and presentation of results, required.
- Comfortable presenting findings to all levels of leadership.
- Experience using tools such as BusinessObjects or SQL to extract data from various sources required.
- Strong proficiency with using BI tools such as Tableau or Power BI required.
- Experience with Call Miner preferred.
- Proven experience using data and analytics to identify problems, recommend issue resolution and enhance business outcomes.
- Proven experience taking complicated concepts and data, and putting into an easily-digestible format.
- Experience with relational databases and data warehouses.
- Excellent written and verbal communication skills.
- Strong proficiency in time management, and organizational skills.
- High level of detail orientation and analysis.
- Experience in customer or member experience analytics.
When you’re happy, we’re happy!
As a thank you for joining our team, you’ll benefit from:
- Competitive medical, dental, and free vision benefits
- Competitive compensation plan
- Contributions towards gym memberships
- Generous PTO and banking holidays off