Senior Member Experience Analyst

Is it surprising to hear that a financial institution of 1.5 million members and over $30 billion in managed assets say that success comes from focusing on people, not profits?

Our “people helping people” philosophy has guided us since 1935, driving our deep commitment to serving our members, communities, and each other. When you join our team, you become part of a purpose-driven organization where your work makes a real difference.

While we’re proud of our history, we’re even more excited about our future. With business and technology transformation on the horizon, there’s never been a better time to be part of BECU.

You bring more than your expertise to your role, and that matters here. Your story, perspectives, and lived experiences help shape belonging at BECU and deepen how we connect with and support our employees, our members, and our communities.

PAY RANGE

The Target Pay Range for this position is $117,200.00-$143,200.00 annually. The full Pay Range is $91,000.00 - $169,400.00 annually. At BECU, compensation decisions are determined using factors such as relevant job-related skills, experience, and education or training. Should an offer for employment be made, we will consider individual qualifications. In addition to your salary, compensation incentives are available for the hired applicant. Incentives are performance based and targets vary by role.

BENEFITS – because people helping people starts with supporting you

• 401(k) Company Match (up to 3%)

• 4% annual contribution to your 401(k) by BECU

• Medical, Dental and Vision (family contributions as well)

• PTO Program + Exchange Program

• Tuition Reimbursement Program

• BECU Cares volunteer time off + donation match

IMPACT YOU’LL MAKE:

As a Senior Member Experience Analyst, you’ll play a pivotal role in shaping the future of BECU’s growing Voice of Member (VoM) program. You’ll transform data from across the organization into meaningful insights that help us understand member needs, identify friction points, and drive measurable improvements across the member journey. Working alongside business leaders, experience strategists, and analytics partners, you’ll help build the framework, tools, and intelligence that guide member experience decisions across BECU. Your work will connect member feedback, operational data, behavioral insights, and journey analytics to tell compelling stories that influence action and create lasting impact. This is a unique opportunity to help build a next-generation member experience program from the ground up while solving complex business challenges through data and innovation.

To join our dynamic team, we require candidates to be residents of WA, OR, ID, AZ, TX, GA, SC, NC, CA or VA. If you’re located in Washington state and within a reasonable driving distance from Tukwila, we are requesting that you come into our HQ on Tuesdays & Wednesdays. For those candidates that live outside the commute distance of TFC and in any of our approved remote work locations, this role will be remote. Remote or onsite, we are committed to ensuring you are fully engaged and included in our collaborative environment.

WHAT YOU'LL DO:

• Transform Data into Actionable Insights: You’ll analyze member feedback, journey analytics, sentiment data, behavioral trends, and operational metrics to uncover meaningful insights that improve the member experience and influence strategic decisions.
• Identify Member Friction Points: You’ll connect data from multiple sources to identify patterns, root causes, and opportunities for improvement, helping BECU prioritize the experiences that matter most to members.
• Build Predictive & Analytical Models: You’ll develop predictive, correlation, forecasting, and prioritization models that help anticipate member behaviors, understand satisfaction drivers, and connect experience improvements to business outcomes.
• Leverage Sentiment & Text Analytics: You’ll analyze qualitative and quantitative feedback to proactively identify emerging themes, risks, trends, and opportunities across the member journey.
• Develop Experience Measurement Frameworks: You’ll create and refine member experience metrics, scorecards, and indicators that provide a clear view of organizational performance and member experience health.
• Manage Data & Survey Operations: You’ll integrate and manage data from multiple systems while ensuring data quality, governance alignment, security, scalability, and accurate survey deployment across Voice of Member programs.
• Support Survey Automation & Platform Administration: You’ll configure, maintain, troubleshoot, and optimize survey programs, automated workflows, integrations, and data flows while addressing issues that impact survey delivery or reporting accuracy.
• Create Meaningful Dashboards & Reporting: You’ll develop dashboards, visualizations, and reporting tools that make complex data easy to understand and enable stakeholders to make informed decisions.
• Translate Analytics into Compelling Stories: You’ll prepare executive-ready findings, recommendations, presentations, and reports that clearly communicate what the data is telling us and what actions should be taken.
• Partner Across the Organization: You’ll collaborate with Member Experience Strategy and Operations Managers, Product, Operations, Data Engineering, Business Intelligence, and other stakeholders to align insights, measurements, and business goals.
• Help Shape the Future of Voice of Member: You’ll play a key role in building and maturing BECU’s evolving Voice of Member program by integrating new listening capabilities, expanding measurement practices, and supporting a holistic member experience intelligence ecosystem.
• Drive Continuous Improvement: You’ll promote data literacy, support strategic initiatives, and perform additional responsibilities that help BECU create better experiences for members and employees alike.

WHAT YOU’LL GAIN:

• The opportunity to help build and shape a growing Voice of Member program at a critical stage of transformation and expansion.
• Direct visibility into strategic initiatives and executive decision-making through high-impact analytics and insights.
• Exposure to a diverse ecosystem of data sources, including member feedback, journey analytics, operational metrics, behavioral data, and experience intelligence platforms.

QUALIFICATIONS:

Minimum Qualifications

• Bachelor's degree in statistics, mathematics, economics, business analytics, or related field; Master's degree preferred
• 5 years of experience in data analysis, business intelligence, or related analytical roles
• Strong proficiency in analytical tools and programming languages (SQL, R, Python, or similar); experience with workflow and analytics tools such as Alteryx or Power Automate or something similar is required

Desired Qualifications

• Experience with data visualization tools (Tableau, Power BI, or similar), including developing dashboards or scorecards with clear KPIs
• Demonstrated expertise in statistical analysis and modeling techniques; knowledge of predictive modeling, forecasting, or experimental design is preferred
• Experience analyzing customer/member experience data and metrics; familiarity with NPS, CSAT, Voice of Member, or journey analytics is preferred
• Ability to analyze complex datasets and translate analytical findings into clear narratives, business recommendations, and prioritization insights
• Communication skills with the ability to present technical concepts to non-technical and leadership audiences
• Problem-solving mindset with attention to detail, data accuracy, and comfort working with qualitative and quantitative data in an environment of ambiguity

JOIN THE JOURNEY

Ready to make an indelible impact? Eager to be a part of a collaborative and innovative team where your ideas and contributions don’t just fill a role, but fuel the growth and success of BECU?

EEO Statement:

BECU 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.

About Us

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From our very beginning, BECU has been about people helping people. As a financial services cooperative, our purpose has and always will be the same: we work together to best serve our members and improve the financial well-being of our community. With 90 years and over one million members later, we're still rooted in our values, practices and mission - and even more passionate about our future.

As one of the nation's leading credit unions, we're not driven by profit. We're owned by our members and their interests are at the core of everything we do. Now we're growing faster than ever before--but we'll never forget our roots. To continue doing right by our members, we believe we must first do right by our people. Here, you'll receive the resources and support you need to learn, grow and build a meaningful career. Because we know it's our people who make us special.