Digital Experience Specialist II

SchoolsFirst Federal Credit Union•Tustin, CA

About The Position

Delivers a seamless Member experience across Online and Mobile Banking by making digital channels easy to use and understand, useful for managing finances, secure, and tailored to Member needs. Acts as the Member advocate for digital experience and collaborates with marketing, product management, development, branches, the Member Contact Center, and compliance to create and introduce digital solutions. Defines and documents the vision for the Member experience, develops workflows, wireframes, user stories, and user journeys, and translates concepts into mockups and prototypes. Uses feedback and research to identify experience pain points, make design decisions, and develop intuitive solutions. Maintains accessibility standards and design systems, supports training, and manages schedules and approvals to deliver work on time. The position also performs other assigned duties and complies with applicable regulatory and training requirements, including BSA requirements.

Requirements

High school diploma or GED.
Bachelor’s degree in a related field or equivalent years of experience.
3–5 years of prior relevant experience.
Strong understanding of user-centered design, user research and testing, A/B testing, rapid prototyping, heuristic analysis, usability, and accessibility.
Expertise in industry-standard UX tools, particularly Figma.
Expertise in web accessibility and deep knowledge of Web Content Accessibility Guidelines (WCAG).
Ability to iterate designs and solutions efficiently and thoughtfully.
Ability to communicate design processes, ideas, and solutions clearly and effectively to stakeholders.
Collaborative approach and ability to synthesize abstract ideas into concrete design implications.
Passion for resolving Member pain points through design and openness to feedback and constructive criticism.
Proficiency with Microsoft Office products (Word, Excel, PowerPoint, and Outlook) and Adobe Creative Suite.
Proficiency with digital analytics tools such as Google Analytics or Pendo.
Working knowledge of HTML.
Knowledge of web content and development processes, best practices, and emerging trends.
Excellent communication and interpersonal skills.
Strong organizational skills and attention to detail.
Ability to manage multiple projects simultaneously and find creative, innovative solutions to simple or complex problems.
Portfolio link demonstrating hands-on expertise in interaction design, visual design, and problem solving.

Nice To Haves

UX certification, such as Nielsen Norman Group (NN/g) or a university extension program, is strongly preferred.
Basic HTML5, CSS3, and JavaScript skills are a plus.
Experience with Agile methodologies such as Scrum, Kanban, or SAFe is a plus.

Responsibilities

Deliver a seamless, easy-to-use, secure, and tailored Member experience across Online and Mobile Banking.
Represent the Member’s perspective in digital experience decisions and advocate for usefulness, desirability, and satisfaction.
Collaborate with marketing, product management, and development to create digital solutions.
Set and document the vision for the Member experience.
Develop workflows, wireframes, user stories, and user journeys.
Identify Member and user-experience pain points by recognizing patterns and trends in available inputs.
Facilitate service-listening sessions with frontline and support teams to understand and address Member pain points.
Maintain accessibility standards and procedures, and facilitate related training for developers, testers, content creators, and executives.
Help develop communications for introducing new features to Members.
Partner with branches and the Member Contact Center to prepare teams for new features.
Create and manage timelines and schedules to support on-time delivery despite obstacles.
Work with stakeholders and compliance to obtain approval of designs and content.
Translate concepts and wireframes into mockups and prototypes that support intuitive user experiences.
Identify design problems and develop solutions.
Make strategic design and user-experience decisions for core and new functions and features.
Maintain and disseminate design systems and standards to support quality and consistency.
Perform other duties as assigned.
Comply with regulatory and assigned training requirements, including applicable BSA regulations.