Digital Experience Analyst/ Senior Digital Experience Analyst

Austin Telco Federal Credit Union • Austin, TX

7h • $70,000 - $87,500 • Onsite

About The Position

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. At Austin Telco Federal Credit Union, we’re dedicated to making a positive impact on our members, our community, and each other. If you’re someone who enjoys improving digital experiences, solving complex system challenges, and working across teams to enhance how members and staff interact with technology, our Digital Experience Analyst position could be your next great opportunity. Come grow with us and make a difference every day.

Requirements

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

Nice To Haves

• 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

Responsibilities

• Contribute to the development and success of digital experiences and alignment of 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 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
• Collaborate on design documentation such as service blueprints, journey maps, wireframes and mockups/prototypes.
• Other duties may be assigned

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level