Member Experience Analyst

The National Association of Wholesaler-Distributors (NAW), the Washington, DC-based trade association representing the 35,000 company, $8.2 trillion revenue distribution industry, is seeking a motivated, detail-oriented, and collaborative Member Experience Analyst to join the team.

We are seeking a strong communicator and detail-oriented individual to lead our Member Intelligence Initiative as a research analyst in the Member Experience Division. In this role, you will engage directly with member company executives and administrators to collect and analyze qualitative and quantitative information about organizations and their leaders, positioning NAW to optimize the delivery of services, content, and programming. In addition to contributing to the quality and maintenance of member data in collaboration with NAW’s Operations Department, you will support the Member Experience team in delivering value to members in alignment with your research and analysis.

Essential Job Responsibilities

Written and Verbal Communication with Executives:

• Utilize clear, accurate, and effective communications through phone, e-mail, and social media platforms to connect with member executives and gather business intelligence.
• Develop a strong command of the NAW member value proposition to inform interactions and respond to member inquiries.

Data Management and Quality Assurance:

• Collaborate with NAW’s Operations Department to transfer collected business intelligence into NAW’s customer relationship management (CRM) platform in a manner that ensures completeness, accuracy, and organization.
• Implement data validation techniques and perform regular audits to maintain data integrity.
• Serve as primary liaison to IT department, ensuring data integrity, coordinating dashboards and reporting. Utilize the Salesforce platform and other relevant tools.

Structured Research and Analysis:

• Design and deploy surveys to inform Member Experience and organizational priorities.
• Analyze member data to craft and update Member Experience annual plans for individual member companies.
• Conduct news searches and write summaries. Research companies and individuals and write summaries.

Content Curation and Deployment:

• Collaborate with Member Experience team to curate, align, and help deliver NAW’s existing content, services, and programming to member executives, including aligning individuals to relevant peer communities and engagement opportunities.
• Liaison with other NAW departments to understand program offerings, including new launches, and actively connect member companies to specific program offerings based on interest.
• Work closely with the Member Experience team to deliver value throughout the year with regular touchpoints, news and policy updates, and event invitations and opportunities.
• Work creatively and collaboratively with policy expert colleagues to identify new areas of interest for members throughout NAW’s advocacy offerings.

Executive Community Development and Engagement:

• Support the design, curation, and ongoing engagement of targeted executive communities aligned to key functional roles and strategic priorities across member organizations.
• Identify common themes, challenges, and opportunities across member companies to help shape relevant peer-to-peer engagement experiences.
• Facilitate meaningful connections among executives by aligning individuals with similar roles, priorities, and business challenges in a non-competitive environment.
• Partner with internal stakeholders to ensure insights gathered through community engagement inform NAW programming, content development, and member experience strategy.

Innovation and Continuous Improvement

• Stay updated on industry trends, best practices, and emerging technologies related to member intelligence, member service, and executive communication.
• Continuously seek ways to enhance business processes, information acquisition, and member communication effectiveness to better serve members and the enterprise.