Founded in 1957, Ent is a member-owned credit union with a passion for people, not for profit. With nearly $10 billion in assets and over 480,000 owner-members across fifty convenient Front Range locations, Ent is Colorado's largest credit union. In addition to a reputation as a leader in philanthropy and financial literacy, Ent has been nationally recognized by Forbes as the overall #1 credit union in Colorado for four years running. We know that growth, accolades, and reputation are a result of the entire Ent family of employees working together to serve our members. To that end, we are equally proud to be recognized as an "employer of choice" and to have received nominations and awards as a "Best Place to Work" in both Southern Colorado and the Denver metro area. Ent's numerous Employee Engagement Groups (EEGs) offer micro-communities of like-minded employees and a chance to express personal passions through volunteerism and philanthropy.

Ent is seeking an experienced, Voice of the Customer (VOC) Sr Analyst to support the needs of our rapidly growing business. This is a unique opportunity to pioneer innovative approaches to collecting, analyzing, and distributing voice of the customer (member) data across channels and product lines to drive business results and enhance customer (member) experience. You will have the opportunity to work cross-functionally to understand and dive deep into the voice of the customer data to reduce decision risk, increase profitability, and inform the evolution of best-in-class experiences across customer touchpoints. A successful candidate will be an expert in survey design and execution, have direct, hands-on experience leveraging customer feedback to drive business results, excel in data exploration, analysis, and visualization, build relationships, and influence, cross-functional stakeholders, at all levels across the organization. Ent strives to create a positive, supportive, and diverse culture we look for people who are curious, collaborative, and aligned to our mission of enhancing customer (member) financial health.

Essential Functions: 

• Conduct data exploration, cleaning, and analysis. Analyze, report, and track information to identify data patterns and customer pain points. Merge multiple sources of data including structured and unstructured customer research, benchmarks, demographics, and internal operational data to develop holistic insights.
• Leverage insights to provide actionable recommendations to improve customer experience via training opportunities, process improvements, product development, technology enhancements, etc.
• Link VOC metrics to business performance and develop strategic action items that drive results. Closed-loop measurement of impact.
• Engage in dialogue with stakeholders to understand the root causes of customer feedback, and the impact of changes to the customer experience, aiding interpretation of VOC insights.
• Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act

Minimum Formal Education Required for this Position:

• Bachelor's Degree Bachelor's degree in Statistics, Math, Computer Science, or a similar field of study.
• Master's Degree MBA preferrederred

Minimum Work Experience:

• 5+ years of experience in research, analytics, and customer strategy required
• 2+ years partnering with stakeholders to develop actionable insights which enhance the customer experience and drive business results. required

Each year of relevant work experience may be exchanged for a year in a relevant degree program or vice versa. For example, a requirement of "Knowledge Consistent with a Bachelor's Degree in Accounting and 2+ years of accounting experience? could be substituted for a High School Diploma and 6 years of relevant accounting work experience or a Master's Degree in Accounting and 0 years of work experience

Technical or Specialized Knowledge/Skills:

• Proven experience with SQL, business intelligence programs (such as PowerBI and Tableau), and statistical software (such as SPSS). Advanced knowledge/use of business-related PC applications, such as Excel, Word, Outlook, and PowerPoint.
• Experience completing an in-depth analysis of structured and unstructured data, identifying the root causes of customer issues/pain points, and making recommendations for training opportunities, process improvements, and/or technology enhancements.
• Technical and operational understanding of the relationship and transactional VOC surveys and KPIs including NPS, CSAT, and CES, and leveraging insights in a closed-loop system.
• High empathy to see the world through the customer's (members) eyes. Acts as an advocate for our members and builds a customer-centric culture.
• Strong written and verbal communication skills with the ability to clearly articulate insights and implications to the business. Expertise in creating compelling presentations to communicate key findings and recommendations, and influence cross-functional stakeholders and senior management.

Certifications Required:

• None 

Environmental, Physical and Psychological Requirements

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Frequently
• Lifting - Rarely (40 Lbs)
• Carrying - Rarely
• Pushing - Rarely
• Pulling - Rarely
• Balancing - Rarely
• Stooping - Rarely
• Kneeling - Rarely
• Crouching - Rarely
• Crawling - Rarely
• Reaching - Occasionally
• Handling - Occasionally
• Grasping - Occasionally
• Feeling - Occasionally
• Talking - Frequently
• Hearing - Frequently
• Repetitive Motions - Frequently
• Eye/Hand/Foot Coordination - Occasionally
• Noises louder than normal speaking volume - Occasionally
• Temperature Changes - Rarely
• Atmospheric Conditions - Rarely

The salary range for this position is $80,475 to $105,617 (I15).
This position is eligible for our corporate bonus program based on company performance

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

For information on our benefits please visit: Benefit Guide

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)