Member Experience MX Intelligence Analyst

FourLeaf's ultimate goal is to provide the best-in-class member and employee experience, and it all begins with two things: hiring incredible people and giving them a great place to work.

The Member Experience Intelligence Analyst is responsible for transforming member‑interaction data into actionable intelligence. Using advanced analytics, AI‑powered insight tools, and real‑time feedback channels, this role helps the organization understand member behavior, identify friction points, and predict needs. The analyst delivers insights that enhance satisfaction, improve operational performance, and strengthen long‑term member loyalty.

This position is open to flexible work options including a remote setup.

• Experience Data & Insights Development
  • Collect, consolidate, and analyze member‑experience data from digital platforms, survey tools, CRM systems, and operational sources.
  • Use advanced analytical methods—such as segmentation, trend analysis, predictive modeling, and text analytics—to identify patterns and drivers of member satisfaction.
  • Build and maintain dashboards, scorecards, and standardized reporting for stakeholders at all levels.
  • Monitor key member‑experience indicators (e.g., NPS, satisfaction, effort, digital engagement) and produce insights that guide organizational decision‑making.
• Advanced Analytics & Insight Generation
  • Apply AI‑enhanced analytics (including sentiment analysis, text analytics, and predictive modeling) to uncover key drivers of member experience issues.
  • Identify emerging friction points across onboarding, lending, digital banking, and service interactions.
  • Build dashboards and intelligence reports that translate complex data into clear, actionable findings.
• Voice of the Member Intelligence (VoM)
  • Manage survey programs and structured feedback channels, ensuring representative sampling, clear measurement, and meaningful insight capture.
  • Synthesize open‑ended feedback, comments, and written input to identify emerging themes and member expectations.
  • Prepare comprehensive insights summaries to support strategic discussions, board meetings and organizational planning.
• Strategy, Collaboration & Change Enablement
  • Present analytical findings to leaders in a clear, compelling, and actionable format.
  • Collaborate with cross‑functional teams—such as Digital Experience, Marketing, Operations, Member Solutions, Compliance, and Product—to align insights with organizational goals.
  • Recommend and support pilots, tests, or targeted initiatives designed to improve the member experience.
  • Track and report on the impact and outcomes of implemented improvements.

• Bachelor’s Degree in Data Analytics, Business, Behavioral Science, Statistics or a related field or equivalent experience.
• 2–5 years of experience in data analytics, customer/member experience, strategy, business intelligence, or a related field.
• Experience with visualization and analytics tools (Power BI, Tableau, Excel, SQL preferred).

• Computer Skills: Microsoft Office Suite(Word, PowerPoint, Outlook, Teams with advanced Excel), BI Tools(Power BI, Tableau or SQL) Qualtrics, Medallia, CRM or similar platforms are preferred.

The expected salary for this position is $31.93 to $38.32 per hour. (FourLeaf Federal Credit Union provides a range of benefits with various enrollment periods, including medical, dental, and vision coverage, a 401K plan with employer match, reimbursement programs, wellness programs, and an annual performance-based bonus.)

Along with a comprehensive benefit package, we offer:

• Competitive 401k
• Tuition reimbursement
• Flexible work options
• Volunteer opportunities
• Water Cooler Chats with executive teammates
• Clubs & Sports
• Food truck days

….and more!

FourLeaf Federal Credit Union (FourLeaf) has been committed to the financial well-being of our members for over 80 years. Through our full range of competitive savings and loan products, you can trust us in every step of your financial journey. From applying for a credit card to closing on your mortgage to opening your child’s first savings account, FourLeaf is here to help you reach your financial goals.

We are proud to be an award-winning place to work! Some of our recent recognitions include Certified Great Place to Work 2024-2025, America’s Greatest Midsize Workplaces 2025, Quantum Workplace Employee Voice Award 2024, and Fortune’s Best Workplaces in Financial Services & Insurance 2024. 

As a credit union, our vision is to enrich the lives of our members, employees, and communities. Since 2002, we have been an integral community partner through our charitable giving and community development programs in New York and beyond.