Digital Experience Coordinator

Austin Telco Federal Credit Union • Austin, TX

4d • Onsite

About The Position

Austin Telco FCU is looking for a Digital Experience Coordinator to join our family. Positioned as a member of the Digital Experience Team, the Digital Experience Coordinator is charged with assessing and optimizing staff and member-consumer experiences of digital products and services to align with the credit union’s vision and goals.

Requirements

• 1-3 years of practical experience in banking or finance, IT, or technical field; or a combination of experience. Equivalent and direct Q2 experience will be considered in lieu of financial institution experience.
• High attention to detail; ability to conduct research, analyze findings, identify trends, and effectively report outcomes.
• Excellent written and oral communication and collaboration with internal and external stakeholders; demonstrated ability to translate technical concepts to diverse, non-technical audiences.
• Knowledge of credit union software and IT systems; proficiency in Microsoft Office.
• Ability to contribute to a harmonious team dynamic; work independently and collaboratively.
• Flexibility and judgment to adapt in an ambiguous, ever-changing work environment; effective organization skills and ability to work on multiple projects simultaneously.
• Good credit standing (verified prior to interview)
• Successful background check and drug screening upon offer

Nice To Haves

• Understanding of banking software and business practices
• Credit union experience
• Content or technical writing experience
• Experience with user acceptance testing (UAT)
• Interest in ADA compliance and access; language localization
• Bilingual in Spanish
• Experience with Symitar, LOS systems and other software supporting financial institutions

Responsibilities

• Provide high-quality technical support regarding digital banking products and other digital experiences
• Support the credit union’s digital experience through continuous maintenance and enhancement of online banking, mobile banking, and related systems.
• 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.
• Identify and escalate problems that could impact member and staff experiences of digital products and services.
• Champion the needs of a diverse member population.
• Create, maintain, and organize Digital Experience documentation, ensuring all materials are properly stored, versioned, and accessible within repository systems.
• Create exceptional 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.
• Collaborate with the Learning and Development, Retail Operations and Marketing teams to establish training needs for staff and members.
• Must effectively carry out the 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.
• Other duties may be assigned.

Benefits

• Medical, dental, vision, disability, and life insurance, plus optional coverage for critical illness and legal support.
• Federal holidays, vacation, sick leave, and special paid days for birthdays and work anniversaries.
• 401(k) with company match and a pension plan to support long-term financial goals.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed