Member Experience Insights & Performance Analyst

General Information Primary Location: Grand Rapids, Michigan (5664 Prairie Creek) Employee Status: Full-Time Workplace Type: This is a Hybrid role based in Grand Rapids, Michigan. Candidates must reside in Michigan and be able to work on-site multiple days per week. Remote work is not available for this position. Who we are: At LMCU, you'll find more than just a job - discover a fulfilling career where your contributions truly matter. Join our talented team at Lake Michigan Credit Union and discover the difference an employer who puts people first can make in your career and life. About this position: The Member Experience Analytics & Performance Analyst serves as a key partner to the business, shaping how experience data is translated into actionable insight across our Member Experience (MX) functions. This role is accountable for ensuring clarity, consistency, and trust in experience-related metrics, while helping leaders use data to make informed decisions that improve member interactions and outcomes. This is not a reporting-only role. The ideal candidate combines strong technical expertise (SQL, data analysis, and visualization) with business judgment and curiosity-proactively identifying opportunities, asking the right questions, and turning complex data into clear, actionable recommendations. Operating within LMCU's enterprise data environment, this individual will connect member, operational, and experience data to uncover performance gaps, inform strategy, and develop insight-driven use cases that enhance the member journey while aligning with established data governance and standards. What you'll do: Strategic & Business Partnership * Act as a thought partner to MX and other business leaders, helping define the right questions to ask of member and experience-related data. * Proactively identify trends, risks, and opportunities related to member behavior, experience performance, adoption, and ROI. * Translate complex analysis into clear, actionable recommendations that inform prioritization, roadmap decisions, and investment tradeoffs * Serve as a trusted advisor by helping stakeholders understand what the data is saying, what it is not saying, and how it should be used in decision making. Member Data & Experience Activation * Partner with MX, product, and delivery teams to leverage member data in ways that enhance the member experience, including: * Personalizing communications, offers, and content * Supporting proactive insights, nudges, and notifications * Enabling more relevant and timely member interactions across channels * Help define and validate data-driven use cases that translate insights into experience improvements and member-facing value. * Measure and evaluate the impact of data-enabled experiences, including engagement, adoption, outcomes, and ROI. * Ensure member data is applied thoughtfully, responsibly, and in alignment with enterprise governance and privacy standards. Experience Metrics Admin & Enterprise Alignment * Serve as the business expert for experience-related metrics and insights within MX, ensuring clarity, consistency, and appropriate interpretation. * Partner closely with data engineering, BI, and enterprise data governance teams to: * Align experience metrics to approved enterprise definitions and authoritative data sources * Ensure reporting, analysis, and data usage adhere to enterprise governance, security, and data quality standards * Surface and help resolve data quality, definition, or accessibility issues impacting experience insights * Maintain business-facing documentation that clarifies: * Metric definitions and intended usage * Key assumptions, limitations, and contextual considerations leaders should understand * Operate within approved enterprise data platforms and tools, avoiding parallel or duplicative data solutions. Advanced Data Analysis & Reporting * Design and develop advanced SQL queries, dashboards, reports, and ad hoc analyses using approved enterprise data sources and tools. * Define new experience-focused reporting and analytical needs in collaboration with enterprise data partners. * Analyze large, complex datasets to support continuous improvement and personalization efforts across products, channels, and member journeys. * Leverage and logically combine multiple internal and external data sets to create new experience‑related outputs, such as identifying opportunities to deliver personalized offers, proactive insights, and savings opportunities for members. * Understanding of data modeling concepts for self-service BI dashboards and reports. Performance Measurement & Insight Enablement * Develop standardized experience performance views and frameworks that support transparency and repeatable measurement, including baseline comparisons. * Partner with MX team members, product owners and project teams to define success metrics and evaluate post‑launch performance. * Translate analysis into clear narratives and insights tailored to executive, leadership, and delivery audiences * Ensure insights drive action-not just reporting-by highlighting implications, tradeoffs, and recommended next steps. * Adhere to and champion our core values of curious minds, collaborative hearts, and continuous excellence. * Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. What you'll bring: * 3-7 years of experience in analytics, business intelligence, or data-driven performance roles, with a track record of translating data into business impact * Strong SQL skills and experience working with large, complex datasets within governed data environments * Demonstrated experience supporting business strategy, operational improvement, or product performance through data * Experience working directly with business leaders to frame problems and guide decisions, not just respond to reporting requests * Experience supporting digital products, member/customer experience, or operational performance strongly preferred * Bachelor's Degree Required What you'll get: * All Employees: weekly pay and retirement savings options. * Full Time Employees: comprehensive health coverage including medical (with prescription), dental, vision, HSA match, paid parental leave, and tuition reimbursement. * To see a full list of our benefit offerings, check out this helpful guide! Have additional questions about the role? Email the Talent Acquisition Team at: View email address on click.appcast.io. If you lack access to the internet or require an accommodation in the application process, please send your resume via mail to P.O. Box 2848, Grand Rapids, MI 49501-2848. LMCU is an Equal Opportunity Employer