Digital Experience Analyst/ Senior Digital Experience Analyst

Description

We are hiring for a Digital Experience Analyst or Senior Digital Experience Analyst, depending on experience. We welcome applicants with a range of backgrounds and will determine the appropriate level based on demonstrated skills, experience, and organizational needs. Candidates who meet the Senior Analyst criteria may be considered for the higher-level role.

What You’ll Do

• Contribute to the development and success of digital experiences and align strategic priorities with stakeholders
• Deliver upper-tier support by troubleshooting complex system issues and collaborating with internal teams and external vendors to drive effective resolutions
• Leverage in-depth product knowledge, creativity, and analytical skills to recommend solutions for business units and collaborate cross-functionally within ATFCU and with vendors to achieve results
• Translate technical requirements into practical solutions and collaborate with business units to resolve issues effectively
• Identify and escalate issues that could impact member and staff experiences with digital products and services while advocating for the needs of a diverse member population
• Demonstrate skill in utilizing data sources and analyzing insights, informing ongoing improvements and updates to digital experiences
• Manage digital experience projects throughout the product lifecycle consisting of discovery, configuration, implementation and operation
• Effectively communicate project and product updates to relevant stakeholders, fostering transparency and alignment
• Assist in product configuration and implementation
• Monitor and assess digital product performance
• Conduct user acceptance testing (UAT) for new software, releases, and updates, identifying defects and ensuring business requirements are met
• Help develop and execute quality assurance (QA) testing strategies to ensure a high level of quality and functionality of digital products
• Identify and escalate problems that could impact member and staff experiences of digital products and services
• Champion the needs of a diverse member population
• Collaborate with the Digital Experience team to identify, design, coordinate, conduct and analyze usability assessments, including surveys and focus groups
• Translate research findings into metrics and recommendations that inform design decisions, address member needs, and increase product adoption
• Create, maintain, and organize Digital Experience documentation, ensuring all materials are properly stored, versioned, and accessible within repository systems
• Create detailed user documentation including in-product UX content, instructional materials, user manuals, current workflows and proposed workflows
• Effectively communicate product needs to internal and vendor stakeholders
• Ensure that digital experiences comply with industry regulations, company policies, and security standards
• Collaborate on design documentation such as service blueprints, journey maps, wireframes and mockups/prototypes

Collaboration & Strategy

• Collaborate with the Learning and Development, Retail Operations and Marketing teams to establish training needs for staff and members
• Must effectively carry out the essential duties and responsibilities of this position in a manner that consistently demonstrates a commitment to Austin Telco’s mission and values of Respect, Empathy, Service, Integrity, and Cooperation

What You Bring

• Bachelor’s Degree in a relevant field OR equivalent combination of education and work experience
• Minimum of three years financial institution experience; Equivalent and direct Q2 experience will be considered in lieu of financial institution experience
• Minimum of three years of experience in digital banking products or a related field
• High-level knowledge of digital banking platforms, product management and credit union software including various member journey and product lifecycle experiences
• Excellent written, oral communication and listening skills with the ability to translate technical concepts for diverse, non-technical audiences
• Strong project management experience
• Strong analytical skills with the ability to conduct research, identify trends, and effectively report outcomes
• Effective organizational skills with the ability to work on multiple projects simultaneously
• Experience with using SQL and Microsoft Power BI
• Experience with user centered (UX/UI) design principles

Preferred Experience

• Proficiency with Q2 Digital Banking, Symitar, Figma or LOS systems
• Experience with user research methodology, including recruiting and leading test groups or interviews
• Knowledge about ADA compliance, accessibility, and language localization

Why You'll Love Working Here

• Supportive culture with opportunities for growth and development
• Mission-driven organization rooted in respect, empathy, service, integrity, and cooperation
• Opportunity to contribute to meaningful improvements in digital member and staff experiences

Additional Requirements

• Good credit standing (verified prior to interview)
• Successful background check and drug screening upon offer
• Equal Opportunity Employer