Data and Reporting Manager - Member Service Marlboro MA Hybrid Full-Time

Schedule

Mon Fri: 8 AM 5 PM 40 Hours)

What Youll Do

Summary/Objective:

This role is responsible for developing and managing the Reporting teams strategy products and services to support DCUs memberfacing teams such as the Information Center Branch Support Services Member Resolution and Digital Banking. By partnering with leaders across the Member Service organization this position leverages data to generate actionable insights and drive business value. Using advanced technologies the role designs data solutions based on complex business requirements and communicates results to achieve DCUs goals while also improving team performance enabling datadriven decisionmaking and ensuring data consistency and accuracy.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Data Analysis & Insights:

• Gather and analyze data to support Member Service engagement models business cases and project proposals.
• Proactively analyze data from various sources to inform decisionmaking and identify opportunities for improvement.
• Provide insights and suggested guidance to key partners across DCU on a recurring and asneeded basis

• Reporting & Visualization:

• Design and develop tools techniques metrics and dashboards for business insights and visualizations.
• Create an endtoend reporting tool that aligns critical data points with the DCU Member journey.
• Develop and maintain a singular reporting suite in collaboration with leaders from the Call Center Branch Network and Support Functions.
• Ensure accuracy by scrubbing and validating data before use.

• Collaboration & Innovation:

• Partner with key data and reporting stakeholders across the organization to share and adopt best practices.
• Review findings with business partners and provide clear concise communication to support decisionmaking.

• CustomerCentric Focus:

• Deliver reports and analyses quickly and accurately consistently exceeding expectations.
• Maintain a strong focus on customer satisfaction through highquality documentation and effective collaboration.

• Team Leadership:

• Direct supervision of team members
• Maintain a consistent cadence of coaching development and engagement activities
• Act as a role model for others demonstrating appropriate dress good work habits a positive outlook a commitment to providing outstanding member service and a strong desire to contribute to the Credit Unions success and goals

What Youll Need

Education and Experience Requirements:

• Bachelors Degree in Information Systems Computer Science or a related field
• Min of 5 years of professional data analysis and experience in a Customer Service or Inbound Selling based organization
• 13 years of supervisory experience
• Knowledge of Advanced SQL RDMS and MPP Databases
• Proficiency in data visualization tools (e.g. Power BI Tableau) and database management tools (e.g. Microsofts SSIS SSMS SSRS).
• Experience with analytic methods (e.g. reporting modeling optimization) and AWS cloudbased analytic ecosystems (preferred).
• Strong analytical business and technical skills.
• Proficiency in enablement technology (LMS/CMS Instructional Design CRM) tools highly preferred

Additional Eligibility:

• Compares data information and input from a variety of sources to draw conclusions; takes action that is consistent with available facts constraints and probable consequences
• Monitors and checks work to meet quality standards; demonstrates a high level of care and thoroughness; checks work to ensure completeness and accuracy
• Takes initiative without being asked or required to; achieves goals beyond job requirements; is proactive and takes prompt action to accomplish objectives
• Ability to think analytically act independently and work calmly
• Demonstrates good written oral and listening skills

What We Do

DCU is the largest credit union headquartered in New England serving more than one million members in all 50 states. With over 1900 team members we strive to make DCU a great place to work with an excellent worklife balance and a community that cares.

DCU is an equal opportunity employer and we value diversity inclusion and equity at our company. We evaluate qualified applicants without regard to race color religion age sex sexual orientation gender identity national origin disability veteran status and other legally protected characteristics.

If youre applying for a job and need a reasonable accommodation for any part of the employment process please send an email to and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.