Senior Voice of the Customer Analyst
 Lighthouse Credit Union | |
tuition assistance, 401(k), profit sharing
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 United States, New Hampshire, Portsmouth | |
 Feb 20, 2025 | |
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Voted Forbes list of America's Best In-State Credit Unions 7 years in a row! At Lighthouse, our core values drive our mission and vision. Our mission is to enrich and nourish the lives of others to create a community that's Good for You, Good for All. _______________________________________________ Location: Dover, NH OUR LEADERSHIP PHILOSOPHY At Lighthouse Credit Union, we believe all individuals, regardless of position level, are considered leaders. By providing a framework that balances clarity with adaptability, our Leadership Competencies aim to foster a culture of continuous growth and agile leadership. Lighthouse Credit Union is committed to embracing change, nurturing leadership talent, and ensuring our performance management practices are aligned with our vision of fostering a resilient and forward-thinking organization. As such, we all hold ourselves accountable to the following: LEADERSHIP COMPETENCIES Demonstrates Interpersonal Awareness & Skills A cornerstone of our collaborative work environment, this competency emphasizes effective communication, relationship building and teamwork. It also supports creating a positive work environment that values individual contributions and fosters teamwork. As an individual leader, you will demonstrate active listening, clear communication, and contribute beneficially to team dynamics. Embraces Change & Learning This competency focuses on adaptability, personal development and the advocacy and embracing of progressive change. You will be challenged to explore continuous learning opportunities to achieve excellence and foster a culture of growth and innovation. As an individual leader, you will actively engage in personal development, embrace change enthusiastically and support team members in their growth. You will also demonstrate flexibility and adaptability in response to changing circumstances. Utilizes Critical & Creative Thinking Underlining the importance of innovative problem solving, challenging the status quo and strategic thinking, this competency is vital for driving excellence and leadership. This competency challenges team members to take initiative beyond one's immediate responsibilities. As an individual leader, you will actively look for and share opportunities for improvement, show open-mindedness to new ideas and professionally challenge inefficient processes. You will also actively contribute to defining solutions and promoting innovation. Takes Personal Ownership This competency focuses on taking responsibility for performance goals, proactive collaboration, and accountability. It highlights the significance of each team member taking ownership of their role and contributions while demonstrating leadership qualities regardless of their position. As an individual leader, you will be actively engaged in setting and achieving performance goals, take responsibility for personal action and decisions and seek opportunities for self-improvement and skill development. Location: Dover, NH POSITION OVERVIEW The Senior Voice of the Customer Analyst plays a pivotal role in shaping our member experience strategy by collecting, analyzing and translating customer insights into actionable business recommendations. This role is instrumental in driving cross-functional initiatives, enhancing member satisfaction and loyalty, and ensuring that member feedback informs key strategic decisions at all levels. This role requires a strong analytical mindset, deep expertise in customer experience (CX) research methodologies (quant and qual), and the ability to leverage data storytelling to influence business decisions. The Senior Voice of the Customer Analyst requires close collaboration with product teams, marketing, UX designers and data analysts to optimize member interactions across multiple touchpoints. This individual has a passion for data-driven learning and leveraging feedback to bring member experiences in evercloser alignment to our mission. ESSENTIAL FUNCTIONS & RESPONSIBILITIES Develop & Lead VoC Programs * Conducts deep-dive quantitative and qualitative analyses of structured (survey data, behavioral data) and unstructured (open-ended feedback, social listening) insights. * Develops and maintains NPS, CSAT and CES tracking programs, ensuring data integrity and relevance. * Translates data and member feedback into tangible recommendations for cross-functional teams improving product, service and operational efficiencies. * Drives the evolution of VoC frameworks, introducing best practices and emerging methodologies to enhance research effectiveness (e.g. predictive analytics, churn/retention models). * Manages and integrates digital and qualitative feedback mechanisms into hybrid VoC strategy. * Works collaboratively across the organization and partners fully with product owners, designers, and engineers to scope; plans and executes ad-hoc quantitative and qualitative research. Data Analysis & Insights Generation * Utilizes statistical modelling, predictive analytics and machine learning techniques to analyze data and identify trends, pain points and opportunities. * Utilizes AI-driven sentiment analysis and text analytics tools to extract meaningful insights from feedback sources. * Develops dashboards and performance reports to track key organizational goals. Stakeholder Collaboration & Strategic Impact * Collaborates across the organization to prioritize and quantify the business impact of member-driven improvements. * Partners with product, UX, marketing, and retail organization to drive data-driven improvements in member experience. * Makes strategic decisions independently, aligning business objectives to project outcomes. Innovation & Continuous Improvement * Stays ahead of emerging VOC technologies, research methodologies, analytical approaches, and best practices. * Evaluates and recommends new tools, platforms, and automation solutions to enhance feedback collection and analysis. JOB SPECIFICATIONS * Demonstrates strong expertise in designing and implementing quantitative and qualitative research initiatives for large organizations including surveys, focus groups, advisory councils, and behavioral listening. * Expertise in customer satisfaction metrics (e.g., NPS, CSAT, CES) and experience management systems such as Qualtrics and Medallia. * Exceptional analytical skills with the ability to synthesize complex data into actionable insights (experience with SPSS, Python or R a plus.) * Strong storyteller, delivering compelling presentations that frame complex problems in an actionable way. * Advanced proficiency in data analysis and data visualization tools. * Familiar with Design Thinking, Market Insights and Competitive Intelligence concepts and methodology * Strong project management and quality assurance skills with the ability to manage multiple initiatives simultaneously. * Proficient in MS office suite of products * Self-motivated; proactively takes the initiative to accomplish necessary tasks and seize new and challenging opportunities. * Excellent analytical, prioritization and time management skills. EDUCATION, TRAINING & EXPERIENCE * 5-10 years of experience in market research, data science or customer experience roles. * Proven experience in VoC program design and management, including survey design, research methodologies and analytics. * Expertise in customer feedback analysis, with the ability to synthesize data into actionable recommendations. * Bachelor's degree required or a minimum of four years' directly related experience. * Strong knowledge of experience management platforms (e.g. Qualtrics or similar) WORK ARRANGEMENT The working arrangement for this position is hybrid. Hybrid work is an opportunity to find the right balance between working in the office and remotely, especially if it supports individual success and the needs of our organization. Hybrid schedules are determined by the hiring manager based on business unit needs and may vary by department. _______________________________________________ Benefits We Offer:
Additional Perks:
______________________________________________________________ LIGHTHOUSE CREDIT UNION IS AN EQUAL OPPORTUNITY EMPLOYER | |