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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Member Experience Improvement Specialist - Remote - **Company:** Northrop Grumman - **Location:** United States (Remote available) - **Experience:** Experienced - **Salary:** $62,858.0 - $88,005.0 - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Data Analysis, Microsoft Outlook, Data Visualization, Microsoft Office, Microsoft PowerPoint, Unstructured Data, Information Technology, Performance Monitor - **Published:** September 5, 2026 - **Apply:** https://betterprescottjobs.com/job_view.php?bjobid=36602079929&keyword=%C2%AEion_browse=&category=999 ## About the Role * Bachelor's degree in Business Administration, Marketing, Computer Science, or similar * 2+ years of experience in a financial institution or in customer research-focused roles * Highly sharpened sense of curiosity * Experience creating and sharing dashboards / data visualizations * Analytical thinking - able to objectively interpret research, extract insights, and communicate in a motivating way * Highly self-motivated, solutions-oriented, and proactive problem-solving * Strong oral and written communication * Passionate advocate: drive continuous improvement strategies from a member-first approach to meet business line goals and grow the organization * Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint) * Detail oriented, excellent organizational skills and ability to handle multiple tasks. ## Description Responsible for collecting and analyzing data on member needs, experiences, and behaviors to generate actionable insights that support a superior member journey. Serves as a cross departmental SME for member experience, ensuring alignment with credit union's member focused strategies., * Identify and communicate experience improvement opportunities based on insights from members gathered via face-to-face interaction, surveys, product reviews and other member data sources. * Manage the Voice of the Customer/Member (VOC) process and data, working with all areas of the credit union. * Review and track Member NPS (Net Promoter Score) and other experience metrics monthly to identify trends in performance. * Achieve a deep understanding of member perceptions and sentiments across their journey, delivering insights, reporting and strategic analysis to prioritize NPS-enhancing initiatives. * Conduct hands-on primary research where beneficial including internal employee and member interviews, field visits, or other feedback collection methods. * Assist in preparing root cause analysis and trending analytics for escalations and survey results through various channels. * Aid in creation of member-centric journey map that can be used cross-departmentally to enhance the member experience. * Collaborate on assigned projects/teams with cross-functional groups to find opportunities for improvements and work together to better serve the member. * Aid in alignment, consistency, and cohesion in process, policy and member service to achieve department and company goals. * Demonstrate flexibility while engaging in the planning process and be able to establish and maintain effective relationships with members of the leadership team. * Expert in analyzing NPS data, keeping internal partners informed on emerging trends in member feedback. * Analyze both structured and unstructured data from sources including calls, emails, chats, reviews, and NPS surveys. * Derive insights from customer-generated data, interpret reporting dashboards, translate analysis into actionable recommendations and directions for various stakeholders. * Collaborate with team leaders for the design and ongoing development of new dashboards. * Gather requirements and build out ad hoc business line metrics and projects. * Identify member experience "moments that matter" scenarios and friction points. * Present compelling member stories using data to include suggestions and recommendations based on thorough analysis and findings. * Demonstrate ownership and accountability of projects and activities. * Remain current on Voice of the Customer (VOC) best practices, platform features, and new releases. * Consult internally, listening to stakeholder needs and developing an insights plan to support them. * Support and track cross-functional projects, keeping documentation and timelines on point, and ensuring alignment with business goals. * Maintain dashboards, monitor trends in performance and error rates, and share insights that drive decision-making. * Identify gaps, recommend workflow enhancements, and help develop standard operating procedures to improve efficiency. * Serve as a key connector between teams, create training materials, and support change management for long-term improvements. * Resolve member complaints and answer escalated Member calls as needed. * Provide support in various areas as needed. * Other duties as assigned. Card Member Experience Responsibilities * Share card services insights with the MX team to help shape broader member journey strategies. * Help card services translate operational changes into member-friendly communications or updates. * Serve as a primary liaison between MX and Card services. * Review card services processes, workflows, and recurring member pain points to identify opportunities for operational efficiency and improve member experience. * Collaborate with card services leadership to document current processes, uncover operational gaps, and recommend enhancement and process improvement initiatives. * Support card services during major initiatives (system upgrades, vendor changes, digital enhancements) by capturing member impact and documenting improvement opportunities. * Track recurring trends in debit/credit card issues, such as declines, fraud related processes, card activation challenges or app related card management issues and provide strategic recommendations. * Ensure card services processes align with overall MX strategies. Quality Assurance Responsibilities * Monitor and evaluate phone interactions of NGFCU representatives within all operations areas including but not limited to Call Center, Loan Dept., Collections, and Member Services to ensure a consistent member experience across the organization. * Provide ongoing evaluations to department leaders and meet regularly with team members as well as the leaders to coach and develop in areas where improvements are required. * Provide coaching, direction and guidance to Department Managers to achieve highest standards of member service through the phone across all operations teams. * Monitor performance and report results. ## Related Videos - [What If We Designed Employee Experience Like a Customer Journey?](https://www.wearedevelopers.com/videos/1824-what-if-we-designed-employee-experience-like-a-customer-journey) - [In-depth .NET Azure Functions: Isolated mode, performance and durable AI agents](https://www.wearedevelopers.com/videos/100207-in-depth-net-azure-functions-isolated-mode-performance-and-durable-ai-agents) - [Developing the Rich Text Editor for DeepL.com](https://www.wearedevelopers.com/videos/1172-developing-the-rich-text-editor-for-deepl-com) - [Data Science in Retail](https://www.wearedevelopers.com/videos/586-data-science-in-retail) - [Beyond the 9–5: Designing Work Around Humans](https://www.wearedevelopers.com/videos/1321-beyond-the-9-5-designing-work-around-humans) - [From Syntax to Singularity: AI’s Impact on Developer Roles](https://www.wearedevelopers.com/videos/900-from-syntax-to-singularity-ai-s-impact-on-developer-roles) ## Related Articles - [Best Paying Remote Jobs](https://www.wearedevelopers.com/magazine/255-best-paying-remote-jobs) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk)