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

Schedule

Mon - Fri: 8 AM - 5 PM (40 Hours)

What You’ll Do

Summary/Objective:

This role is responsible for developing and managing the Reporting team’s strategy, products, and services to support DCU’s member-facing 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 DCU’s goals, while also improving team performance, enabling data-driven decision-making, 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 decision-making and identify opportunities for improvement.
• Provide insights and suggested guidance to key partners across DCU on a recurring and as-needed basis

• Reporting & Visualization:

• Design and develop tools, techniques, metrics, and dashboards for business insights and visualizations.
• Create an end-to-end 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 decision-making.

• Customer-Centric Focus:

• Deliver reports and analyses quickly and accurately, consistently exceeding expectations.
• Maintain a strong focus on customer satisfaction through high-quality 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 Union's success and goals

What You’ll Need

Education and Experience Requirements:

• Bachelor's 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
• 1-3 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., Microsoft’s SSIS, SSMS, SSRS).
• Experience with analytic methods (e.g., reporting, modeling, optimization) and AWS cloud-based 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 1,900 team members, we strive to make DCU a great place to work with an excellent work-life 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 you’re applying for a job and need a reasonable accommodation for any part of the employment process, please send an email to careers@dcu.org 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.