Digital Experience Analyst

Responsibilities

• Troubleshoot and research incoming member issues related to digital-owned products and services, including online banking, mobile banking, and other digital platforms.
• Communicate with members and staff to resolve issues in a timely and efficient manner while maintaining a high level of service and professionalism.
• Conduct analysis and reporting on digital product performance, member issues, and operational trends to provide department leadership with recommendations based on findings.
• Evaluate all incoming vendor communications regarding system releases, updates, outages, and maintenance windows; assess impact and communicate relevant information to affected internal departments.
• Maintain and update internal departmental work step instructions and knowledge base documentation to ensure accurate and consistent processes across the team.
• Process all manual and daily operational tasks related to digital services in a timely and accurate manner.
• Track and document issues, resolutions, and recurring trends to support continuous improvement of digital products and member experience.
• Collaborate with internal teams and departments to escalate and resolve complex digital service issues.
• Affix support ongoing improvements to digital workflows, processes, and member-facing solutions.

Additional Responsibilities

• As needed, provide assistance on digital project initiatives.
• As needed, place member notification across digital channels.
• As needed, administer changes to experience/user group settings and configurations in retail and business online banking.
• Other duties as assigned and should be expected.

Qualifications

• Strong troubleshooting and analytical skills with the ability to research issues and identify root causes.
• Experience with reporting tools, ticketing systems, and digital analytics platforms preferred.
• Ability to manage multiple priorities and respond effectively in a fast-paced environment.
• Strong written and verbal communication skills, particularly when communicating technical information to non-technical audiences.
• Experience working in a credit union or financial institution environment preferred.
• Member-focused problem resolution and member communication.
• Ability to maintain urgency with vendor troubleshooting tickets for member resolution.
• Strong attention to detail and operational accuracy.
• Ability to work independently, prioritize responsibilities, and manage multiple tasks with minimal supervision.
• Affix critical thinking and sound judgment to make informed decisions.