Lead Member Experience Analyst (Pasadena, CA)

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Salary Pay Range for This Position:

POSITION SUMMARY:

Provides analytical and operational leadership for Wescom Financial's Member Experience (MX) function. This role serves as the primary owner of MX analytics, reporting, VoM operations, and closed-loop tracking, translating member feedback and performance data into actionable insights that drive measurable improvements. Working in close partnership with the Director of Member Experience, the Lead Analyst enables governance, supports journey transformation, and ensures disciplined execution of MX reporting, tracking, and insight delivery across the enterprise.

ESSENTIAL POSITION FUNCTIONS:

Insight Generation & Decision Support: Serve as the primary analytical lead for translating member feedback, survey results, and operational data into actionable insights. Identify root causes, friction points, and trends, and develop prioritized recommendations. Deliver clear, concise dashboards and executive-ready summaries to inform decision-making.

Measurement, Reporting & Governance Enablement: Own the integrity and delivery of MX reporting, KPIs, and performance tracking, including NPS, MSAT, MES, and response rates. Maintain and enhance dashboards, reporting logic, and data structures. Enable governance routines by preparing materials, tracking priorities, and supporting decision documentation.

Journey Analytics & Transformation Support: Lead analysis of end-to-end member journeys to identify friction, inefficiencies, and improvement opportunities. Support journey mapping and transformation efforts through data synthesis, root-cause analysis, and documentation. Track journey initiatives, owners, milestones, and measurable outcomes, including KPI impact

Voice of the Member (VoM) Operations Leadership: Own day-to-day administration and optimization of the VoM ecosystem, including surveys, dashboards, and feedback processes. Manage survey lifecycle activities, including design support, deployment, monitoring, and quality checks. Support text analytics, feedback tagging, and continuous improvement of VoM processes.

Cross-Functional Enablement & Partnership: Enable business partners with actionable insights, data interpretation, and performance tracking. Support action planning by ensuring clarity of owners, milestones, dependencies, and expected outcomes. Reinforce consistent use of MX data, governance practices, and journey frameworks.

Closed-Loop Tracking & Action Management: Own the closed-loop tracking of experience improvement initiatives beyond surveys, including journey and service-related actions. Maintain action trackers, validate progress, and quantify outcomes where data is available. Surface risks, blockers, and unresolved issues to MX leadership and stakeholders.

Research, Benchmarking & Insight Development: Conduct targeted research on industry practices, trends, and MX methodologies. Translate findings into practical recommendations supporting the MX roadmap.

MX Technology & Data Stewardship: Support configuration, testing, and optimization of MX platforms and reporting tools. Ensure data quality, documentation, and reporting consistency. Identify opportunities to improve automation, integration, and analytical efficiency.

COMMITTEE PARTICIPATION:

Committee & Governance Support: Serve as the primary analytical and operational support lead for MX governance forums and stakeholder meetings. Prepare insights, dashboards, and action trackers; support discussions and follow-ups.

EDUCATION AND EXPERIENCE:

Minimum 5+ years of progressive experience in member/customer experience, voice of customer/member programs, market research, journey analytics, operational analytics, or related disciplines. Experience in financial services is preferred.

Certified Customer Experience Professional (CCXP), Qualtrics, Medallia, or equivalent experience management certification is strongly preferred.

Demonstrated experience analyzing survey, behavioral, operational, or journey data and translating findings into actionable recommendations, clear narratives, and measurable improvement opportunities.

Experience calculating, trending, forecasting, and interpreting MX or CX KPIs such as NPS, MSAT/CSAT, MES/CES, response rates, service quality measures, and journey improvement outcomes.

Experience administering or supporting survey programs, feedback platforms, dashboards, reporting processes, data quality controls, and recurring stakeholder reporting routines.

Experience supporting cross-functional initiatives, governance routines, action tracking, or project coordination without direct operational authority preferred.

Experience with journey mapping, service blueprinting, root-cause analysis, process improvement, or member/customer friction analysis preferred.

Ability to effectively analyze and understand complex concepts and be able to explain them in layman's terms using concise written and verbal communication.

Ability to effectively prepare and deliver audience-appropriate presentations to stakeholders across all levels of the organization, including senior management.

Self-starter with the ability to effectively work in a fast-paced environment with concurrent and shifting priorities with proactive self-organization and time management.

Knowledge of member/customer experience best practices, Voice of the Member/Customer program management, survey methodology, journey management, and experience governance is highly desired.

Awareness of emerging technologies such as AI-driven text analytics, sentiment analysis, natural language processing, and predictive modeling as applied to member/customer experience management is preferred.

OTHER SKILLS AND ABILITIES:

Excellent oral and written communication skills, with demonstrated ability to translate complex data, member feedback, and operational findings into clear insights for business partners and leadership audiences.

Strong cross-functional collaboration and influence skills; able to support alignment and accountability through data-driven recommendations and follow-up tracking.

Proven ability to think analytically and strategically while executing tactically in a hands-on capacity.

Strong organization, documentation, prioritization, and follow-through skills with the ability to manage recurring reporting cycles, multiple workstreams, and shifting deadlines.

TECHNICAL SKILLS:

Experience supporting MX/CX technology ecosystems, including survey platforms, feedback management tools, dashboards, and reporting processes. Ability to assist with configuration, testing, documentation, data quality, and recurring operational upkeep.

Experience with survey and feedback platforms such as Qualtrics or Medallia, including survey programming support, distribution, response monitoring, dashboards, text analytics, and reporting.

Exposure to AI-enabled CX tools, including text and sentiment analytics, natural language processing, and predictive member behavior modeling.

Strong Excel and PowerPoint skills required; experience with Power BI, SQL, data visualization, statistical analysis, or other analytics tools is preferred.

Proficient in Microsoft 365 applications (Word, Excel, Outlook, PowerPoint, Teams).

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply and divide using whole numbers, common fractions, and decimals. Ability to compute rates, ratios, percentages, averages, trends, variances, response rates, and other basic statistical measures used in member experience analysis.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle or feel; reach with hands and arms, climb or balance, stoop kneel, crouch, crawl; talk or hear and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:

This position may qualify as Hybrid with a home base at Wescom's Pasadena offices. The Remote or Hybrid status may be discontinued by Wescom in its sole discretion at any time and for any reason or no reason, with or without notice by Wescom or Employee.

The work environment characteristics described here are representative of those an employee encounters while performing functions of this job.

The noise level in the work environment is moderately quiet. It is a non-smoking environment.

The above job requirements are representative of minimum levels of knowledge, skills, and abilities. The marginal functions have not been included. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description in no way implies that these are the only duties to be performed. An employee will be required to follow any other job-related instructions and duties as requested by the supervisor and/or management.