Job Title: Business Analyst - Member Experience Operations

Position Location: Raleigh, NC. Hybrid Position, must live locally.

Job Summary:

The Business Analyst - MX Ops delivers executive‑ready dashboards, performance metrics, and operational insights to enable informed decision‑making, enhance operational accountability, and support strategic and frontline performance improvement. The role works with systems such as Medallia, Synapsys CRM, core platforms, and workflow tools to ensure data accuracy, visibility, and actionable intelligence across the operations division.

As a key contributor to the Coastal team, your responsibilities will be:

(35%) Reporting, governance, and frontline support:

• Monitor operational KPIs (cycle time, volume, workload, member experience, queue performance, SLAs) to identify performance trends, surface emerging issues, and ensure leaders have timely visibility needed to make informed decisions and drive operational improvements.
• Partner with frontline operations teams to understand process pain points and translate those findings into prioritized recommendations, workflow improvements, or data‑driven solutions that enhance efficiency and elevate the member and employee experience.
• Define key metrics and data sources: Collaborate with stakeholders to identify the most critical KPIs and ensure alignment with organizational goals.

(30%) Translate data into actionable insights:

• Conduct trend and variance analysis: Highlight patterns, anomalies, and correlations that impact business performance.
• Create executive summaries: Pair visuals with concise narratives that explain what the data means and why it matters.
• Recommend data-driven actions: Provide clear, practical suggestions based on insights to influence decision-making.

(15%) Operational efficiency through data:

• Map processes and identify automation or optimization opportunities using data trends to management, then translate these findings into actionable recommendations that support workflow redesign, reduce manual effort, and improve operational performance across the team and the operations division.
• Leverage tools: Use SQL, and/or Power Query to automate data extraction, transformation, and loading processes.
• Schedule automated report delivery by setting up scheduled refreshes and email subscriptions in Power BI or other reporting platforms, and perform system testing to ensure reports run reliably, data updates correctly, and stakeholders consistently receive accurate, timely insights that strengthen operational visibility across the division.
• Create reusable templates: Standardize report formats to reduce manual effort and improve efficiency.

(10%) Ensure data accuracy and integrity by:

• Establish data validation rules: Implement checks for missing values, duplicates, and outliers before data enters dashboards or reports.
• Perform regular audits: Schedule periodic reviews of data pipelines and source systems to catch discrepancies early.
• Document data lineage: Maintain clear records of where data originates and how it is transformed for transparency and troubleshooting.

(10%) Reporting:

• Create "insights packs" or executive briefs summarizing the top 3–5 metrics that matter each month.
• Develop ad-hoc reports quickly: Be responsive to leadership requests by maintaining flexible reporting frameworks.
• Prepare presentation-ready visuals: Ensure charts and tables are polished and aligned with branding for board or executive meetings.
• Maintain confidentiality and accuracy: Double-check sensitive data before sharing and follow compliance protocols.

Interested? Here are the qualifications we need to see on your resume:

Experience:

• Three years of operations or reporting experience; financial institutional experience preferred

Education:

• Related bachelor's degree or four years of additional experience in lieu of degree
• Strong Power BI, Excel, or visualization tool skills

Essential cognitive/physical/social requirements of position:

Must be able to learn and retain information; resolve problems and think sequentially; remain in a stationary position; constantly operate a computer; travel independently; and converse with others on a continual basis.

For consideration visit https://coastal24.applicantpool.com/jobs/ . You can also scroll back up to the top of this page to the "Apply Now" section.

Deadline for Application: All resumes must be received on or before 3/27/2026

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Coastal Federal Credit Union is committed to providing reasonable accommodations to applicants who may have disabilities. If you need special assistance or an accommodation in applying for employment, please contact our HR department at jkedra@coastal24.com. Request for reasonable accommodation will be considered on a case by case basis.

"It's our duty to create a workplace and company culture where everyone feels heard and valued, and is appreciated for their unique backgrounds, experiences, and perspectives. At the end of the day, what truly matters is that every person who walks through our doors believes that they are an integral part of our team and can bring their best, true self to work each day. Building a culture of inclusivity means creating an environment where everyone thrives and succeeds together."

-Tyler Grodi, CEO

VEVRAA Federal Contractor

Equal Opportunity/Affirmative Action Employer

Minority/Female/Disability/Veterans