Digital Experience Analyst

WeStreet Credit Union•Tulsa, OK

About The Position

This role involves troubleshooting and researching member issues related to digital products and services, analyzing digital product performance, and supporting digital project initiatives. The analyst will communicate with members and internal teams, manage operational tasks, and contribute to the continuous improvement of digital products and member experience.

Requirements

Strong troubleshooting and analytical skills with the ability to research issues and identify root causes.
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.
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.
Apply critical thinking and sound judgment to make informed decisions.

Nice To Haves

Experience with reporting tools, ticketing systems, and digital analytics platforms preferred.
Experience working in a credit union or financial institution environment preferred.

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.
Assist with testing and validation of vendor releases, updates, and system enhancements to ensure proper functionality prior to and following deployment.
Support ongoing improvements to digital workflows, processes, and member-facing solutions.
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.