Senior Customer Experience Insights Analyst

Join the FHLBC team!
At the Federal Home Loan Bank of Chicago, employees come first - that’s why we offer a highly competitive compensation and bonus package, and access to a comprehensive benefits program designed to meet the needs of our employees.

• Retirement program (401k and Pension)

• Medical, dental and vision insurance

• Lifestyle Spending Account

• Generous PTO plan

• 11 paid holidays per year

• Hybrid working model

Who we are:

FHLBank Chicago partners with financial institutions across Illinois and Wisconsin to provide competitively priced funding, support community investments, and deliver value to our members. Created in 1932 as a government-sponsored enterprise, we are a member-owned bank that empowers our members to reinvest in their communities.

What it’s like to work here:

At FHLBank Chicago, collaboration is at the heart of everything we do. From regular All-Staff meetings to our Buddy Program for onboarding new hires, we focus on fostering a connected and inclusive work environment. Through our Office of Diversity, Equity, and Inclusion (DEI), we host events to celebrate differences, identify volunteer opportunities, and promote a culture of growth and belonging. We also offer professional development programs to support your career journey.

What you’ll do:

As the Sr. Customer Experience Analyst, you will build on your experience in CX by taking a leadership role in research, journey mapping, and strategic analysis and solutioning. You will uncover key insights through VoC data, collaborate on improving member touchpoints, and provide recommendations that shape the future of FHLBank Chicago’s customer experience. This role is designed to prepare you for future growth opportunities, including the CX Manager role.

How you’ll make an impact:

• Insightful Analysis: Lead the analysis and validation of feedback from multiple sources, uncovering trends and actionable insights that drive strategic decisions.

• Journey Management: Maintain and update end-to-end customer journeys, collaborating with system owners to ensure alignment with VoC insights.

• Customer-Centric Improvements: Identify and address friction points through usability testing, improving digital and physical touchpoints to enhance the customer experience.

What you can expect:

• Present VoC insights and reports to stakeholder engagement groups, providing actionable recommendations.

• Acts as a solutionist deployed and embedded on different programs solutioning with a customer-centric lens.

• Develop and share voice-centered stories, owning customer segmentation and personas to inform strategies.

• Conduct usability tests to identify pain points and recommend experience improvements.

• Validate VoC-driven hypotheses through customer research, ensuring decisions are grounded in insights.

• Collaborate with system owners to enhance digital touchpoints, aligning them with VoC feedback for seamless experiences.

• Maintain and evolve customer journey maps, integrating feedback and collaborating with relevant teams to address gaps.

• Prepare for future leadership opportunities by taking on strategic initiatives and complex research projects.

What you’ll bring:

• Education: Bachelor’s degree in Business, Marketing, Human-Centered Design, or related field.

• Experience: 5+ years in customer experience, research, or data analysis roles.

• Skills: Advanced proficiency in data visualization and analysis tools (e.g., Excel, Tableau), with experience in usability testing, customer research, and journey mapping.

• Capabilities: Strong storytelling skills to present findings, coupled with a collaborative mindset and the ability to work across teams.

• Mindset: A proactive, growth-oriented approach, with the ability to balance detail-oriented analysis and strategic thinking.

The perks: At FHLBank Chicago, we reward excellence and dedication. Along with competitive compensation and benefits, we provide a flexible hybrid work model and an inspiring downtown office space. You’ll enjoy five weeks of PTO, 11 paid holidays, and a host of wellbeing programs designed to support your success at work and in life.

Ready to take the next step in your customer experience career? Join us as the Sr. Customer Experience Analyst and help shape the future of our organization and the communities we serve. Apply today! #LI-Hybrid