Digital Experience Analyst

Responsibilities

• Own help desk operations for Digital Experience while identifying approaches to maximize efficiency on intake and triage
• Review, investigate, plan through, and resolve tier-3 level technical issues escalated from members
• Serve as a key contributor in identifying, troubleshooting, and supporting the resolution of issues related to member-facing digital services
• Support and advance departmental releases with Quality Assurance validation
• Effectively support competing departmental priorities, while balancing day-to-day business operations
• Maintain clear tracking and scripting for quality assurance on bug remediation and release testing
• Collaborate and create internal release materials for visibility and peer support
• Support Release calendar for platform, iOS, and Android changes
• Undertake testing and validation across teams and provide quality assurance
• Play an external-facing role reviewing and responding to App Store comments
• Monitor the system’s uptime and performance
• Prepare written and verbal communications of system outages, and disseminate degradation of services to staff and management
• Monitor, track, and report on all member and staff impacts regarding Digital Banking, including NPS/NES survey data from members and seek additional areas of the platform to provide augmentations and enhancements
• Enhance digital experience by supporting project development, implementation, and iterative enhancements
• Optimize quality assurance through automation and efficiency where possible

Qualifications

• A GED or high school diploma required
• A degree in Computer Science or relevant field preferred
• At least 5 years of experience in banking, with 3 years in digital member experience preferred
• Working knowledge of Agile or Scrum methodologies preferred
• Demonstrated experience supporting digital products, such as online banking platforms, mobile applications, account opening solutions, digital payments, chat and messaging tools, fintech integrations, self-service portals, or other customer-facing digital experiences highly preferred
• Prior Helpdesk or ticketing management and sprint planning experience preferred
• Experience with Digital Banking and other Fintech/Saas solutions preferred
• Working knowledge of financial service products, services, procedures, guidelines and regulations
• Effective communication skills across all levels of audience
• Proficiency in MS Office products and financial service core providers
• Project Management Professional Certification a plus
• Quality Assurance or Validation script development a plus