Senior Retail Analyst

Description

Job Scope:

This position plays a pivotal role in empowering the Retail division with actionable insights and process improvements that drive operational excellence, elevate member experiences, and fuel sustainable growth. By analyzing member behavior, operational workflows, and performance data, this role uncovers opportunities to optimize efficiency, reduce friction, and strengthen loyalty across the branch and contact center network. The Retail Analyst partners closely with leaders and frontline teams to translate insights into strategies, streamline processes, and ensure the successful implementation and adoption of improvements. 

Essential Functions

Process Analyst Responsibilities

• Analyze inefficient processes, design streamlined workflows and improve processing times to enhance the member experience and boost efficiency.
• Recommend process improvements and craft data-driven solutions that streamline workflows, improve processing times, and reduce member friction. 
• Evaluate and update job aids and procedures for efficiencies, based on data analysis and member feedback.
• Update procedures and review dates for department staff including content management in the credit union’s knowledge base.

Insight Analyst Responsibilities

• Create and visualize complex data into actionable insights to tell the story behind the numbers, enabling stakeholders across the credit union to make data-driven decisions.
• Analyze member behavior and trends to uncover hidden opportunities for personalized experiences, stronger loyalty, and revenue growth. 
• Upload data into analytic dashboards or prebuilt workbooks.
• Analyze data for trends and communicate to relevant staff.

Retail Support Responsibilities

• Work cross-functionally with teams and leadership to develop data-driven strategies that align with our member-centric mission and ensure the credit union's long-term success. 
• Communicate with teams to ensure successful implementation and adoption of new processes. 
• Contribute to a culture of data-driven decision making, equipping teams with the tools and insights they need to thrive.         
• Participate in special projects and initiatives as needed. 
• Respond to requests through ticketing system, adhering to all departmental service level agreements.
• Uphold compliance with the Bank Secrecy Act (BSA), which includes compliance with the Customer Identification Program and anti-money laundering policies and procedures. 
• Perform member file maintenance as needed.
• Perform other duties as assigned.

Requirements

Qualifications:

Experience

• Minimum 4 years’ experience in product/process analysis, data analysis, business analysis, or a similar role. 

Education

• Bachelor’s degree in business, economics, statistics, information technology, or a related field or more than two years of related experience. 

Knowledge

• Proficient in SQL and experience with data visualization tools (e.g., Tableau, Power BI).
• Advanced proficiency in Excel including pivot tables, vlookups, and chart creation.
• Solid understanding of programming languages such as Python or R for data analysis.
• Proficient in digital advertising analytics tools, including GA4, Google AdWords, Google Tag Manager, social media analytics etc.
• Strong proficiency with Microsoft Office applications. Familiar and comfortable with information technology, particularly digital means of communication.

Skills/Abilities

• Strong interpersonal and communication skills.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.  
• Maintain high standards in accuracy, adaptability, judgment, reliability, and initiative.
• Strong ability to translate quantitative data into actionable recommendations and to translate business objectives into marketing goals and measurements. 

Physical Requirements/Work Environment

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 5 pounds at times.  
• Frequent travel to job sites.