At the United Nations Federal Credit Union, our mission is serving the people who serve the world. As the Member Insights Analyst, you will be instrumental in understanding our members by conducting in-depth research and analysis to uncover member wants, needs, behaviors, and perceptions. The member intelligence and actionable insights generated will guide the Office of Strategy Management in the ongoing formulation and execution of strategy, ensuring member perspectives are central in all our initiatives. This role advances the voice of the member (VoM) program and enables teams across the organization to deliver financial solutions that bring peace of mind to global citizens and advocates of the United Nations system.
NYC Salary Range - $88,190 - $95,000 annually; compensation is commensurate to geographic location.
- Regardless of seniority or role, uphold UNFCU's mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors
- Design and conduct research such as surveys, focus groups, interviews, user experience (UX) tests, and panels; analyze and present the results and actionable recommendations to appropriate business units including senior management
- Partner with the Member Experience Management Center of Excellence (MXM CoE) to enable efforts to evolve the voice of the member (VoM) program capabilities: listen, learn, act, and iterate; This includes activities such as identifying touchpoints, action planning, prioritization, closed-loop cycles, sentiment analysis, and reporting/visualization
- Monitor business questions and translate them into actionable research
- Collaborate with key partners to prioritize and implement data-driven recommendations; measure the impact of member insights-driven initiatives on key metrics
- Explore and implement new technologies and tools to improve the effectiveness of member insights, including leveraging natural language processing and machine learning tools for understanding member feedback
- Manage the expansion of member segmentation and analyze for deeper insights and opportunities
- Structure and manage the Digital User Experience Network projects to enable design thinking principles and foster a deeper understanding of members' digital needs. This includes developing concepts for research, leveraging UX tools, managing the participant panel, and partnering with Corporate Marketing and IT Digital Transformation to execute UX research
- Serve as a subject matter expert (SME) on UNFCU's member data and research; assist in any specialized task forces and serve as a team member as requested
- Perform additional responsibilities as assigned
- Ensure compliance with federal and state laws and regulations and UNFCU's Code of Ethics & Business Conduct
- Bachelor's degree in computer or data science, statistics, applied mathematics, behavioral science, psychology, or equivalent experience with demonstrated proficiency
- 2-3 years of experience in consumer research and/or analytics
- Experience in business and data analysis in a corporate setting