REQUIRED EDUCATION and/or EXPERIENCE:

Bachelor’s degree in Business Administration or a related field.
Minimum five (5) years’ experience in a member facing Operations role at a financial institution.
Personal computer experience to include Microsoft Office products.

SUMMARY:

Scott Credit Union’s Member Journey Analyst is a collaborative and curious self-starter with a strong operational background. Possesses the ability to analyze the member journey for products, services, and transactions, ensuring that service delivery is aligned with the mission, vision, and values of the organization. Desires to continuously improve the member journey by creating efficiencies and providing positive experiences for members across all channels while keeping consideration of the employee experience. Has the ability and experience to review the facts and apply sound judgement in making recommendations and presenting proposals to members of senior management. Possesses the skills to strategically partner and effectively communicate across all levels of the organization.

DUTIES AND RESPONSIBILITIES include the following.

• Maps the member journey across the member lifecycle, analyzing touchpoints, highlighting areas of friction, confusion, or complexity, and proposing to senior management opportunities for improvement.
• Designs processes to work across channels and platforms to educate and engage with members while creating a positive experience, allowing the credit union to deliver the 3e Promise to members.
• In conjunction with the Chief of Staff, partners with senior management to ensure strategic initiatives and credit union culture, including mission, vision, and values, are aligned with service delivery across all channels.
• Collaborates with leaders and team members from all business units to execute strategic initiatives that enhance member engagement and efficiency across all credit union channels, including branch and digital.
• Works with Training Department to enhance employee product knowledge and identify training needs to support SCU’s 3e Promise.
• Participates in vendor research as needed to enhance the member experience, ensuring product relevance and cost-efficiencies are maintained.
• Directs, coordinates, and supervises programs, projects, and activities for member experience and journey mapping initiatives.
• With the Chief of Staff, consult senior management team to ensure performance scorecards empower teams to deliver the 3e Promise while keeping the organization’s mission, vision, and values top of mind.
• Analyze survey data and other voice of the member channels to identify opportunities for improvement.

Duties, responsibilities, and activities may change at any time with or without notice.

PERFORMANCE STANDARDS:

Must have in-depth knowledge of all credit union services, operational policies and procedures, and is able to communicate this knowledge effectively to staff and members. Ability to work with senior executives and other team members across all levels of the organization. Maintains strict confidentiality of records and information. Uses diplomacy and tact in dealing with persons from outside and inside the organization. Able to work with minimal supervision, be a self-starter, and be detail-oriented. Must be professional in actions and appearance, organized and dependable. Position requires excellent verbal and written communication skills and a positive attitude. Regular, predictable attendance is required.

Responsible to keep the following confidential as it pertains to SCU, member and employee information and is defined as the following:

• Financial record information, which includes but is not limited to the information contained in a document granting signature authority over an account, a statement, ledger card or other record on any account which shows each transaction in or with respect to that account, a check, draft or money order drawn on a financial institution or other entity or issued and payable by or through a financial institution or other entity or other item containing information pertaining to any relationship established in the ordinary course of business between SCU and its members;
• SCU business information, such as member lists, pricing, purchasing activity, business strategies or techniques, operational data, marketing materials and methods used to develop and maintain member relations.

WORK SCHEDULE:
Full Time - Monday through Friday
Saturdays as needed
Varied hours and schedule depending on operational needs

LOCATION:
Edwardsville, IL Home Office; Executive Department
However, work location may change according to SCU staffing needs