Online Reputation Analyst

Overview

In today's digital environment, an Online Reputation Analyst plays a critical role in understanding, measuring, and improving how the credit union is perceived across online channels. This position uses data, member feedback, review trends, and digital listening tools to identify risks, uncover opportunities, and provide actionable insights that support member satisfaction, brand trust, loan growth, and overall business performance. This position will be responsible for coordinating those efforts across multiple departments such as Member Experience and Complaint Management.

Responsibilities

Monitoring and Analyzing Online PresenceThe Online Reputation Analyst monitors select digital channels for mentions of the credit union, including but not limited to review platforms, app stores, and other public-facing sources. Rather than simply tracking mentions, this role evaluates sentiment, identifies recurring themes, measures reputation trends, and flags emerging issues that may affect member trust or business outcomes.

Review Response Support and Insight DevelopmentThe analyst supports timely and professional review engagement by evaluating review content, identifying response priorities, and helping ensure member feedback is routed appropriately. This role also analyzes positive and negative review patterns to determine what members value most, where service gaps may exist, and which locations, channels, or experiences may require additional attention.

Coordinating Social, Complaint Management, and Branch IssuesThe analyst identifies potential issues raised through reviews and online conversations, assesses their severity, and coordinates with the appropriate teams, including complaint management, social media, branches, ATM services, and other operational groups. By maintaining clear documentation and communication, the analyst helps ensure concerns are addressed quickly while also capturing recurring issues that may indicate broader operational or member-experience trends.

Reporting, Dashboards, and Performance MeasurementThe analyst develops and maintains reports, dashboards, and summaries that communicate online reputation performance to marketing and leadership teams. Key areas of analysis may include review volume, average ratings, sentiment trends, response performance, location-level trends, issue categories, competitor benchmarks, and the relationship between reputation indicators and business metrics such as membership growth, applications, or product engagement.

Developing Data-Informed Reputation StrategiesTo strengthen the credit union's online reputation, the analyst recommends strategies based on data and observed member feedback. These recommendations may support content planning, local branch reputation priorities, SEO and review visibility, public relations alignment, member-experience improvements, and proactive reputation risk management.

Crisis and Issue AnalysisIn the event of a public relations concern or reputation risk, the analyst supports response efforts by monitoring online activity, tracking sentiment changes, identifying affected platforms, and providing timely reporting to public relations and leadership.

Qualifications

REQUIRED QUALIFICATIONS:

• Bachelor's degree in marketing, communications, business analytics, public relations, data analytics, or equivalent career experience.• Four years of experience in marketing, social media, public relations, reputation management, member experience, business analysis, or a related field.• Experience analyzing review data, social media metrics, sentiment, customer feedback, or digital performance indicators.• Ability to create clear reports, dashboards, summaries, and recommendations for cross-functional stakeholders.

PREFERRED QUALIFICATIONS:

• Familiarity with online review platforms, social listening tools, Google Business Profiles, social media platforms, or reputation management software preferred.