Digital Experience Specialist II

SchoolsFirst Federal Credit Union•Tustin, CA

9d•$78,419 - $117,628

About The Position

The Digital Experience Specialist II delivers a seamless, accessible, and secure user experience across Online and Mobile Banking, advocating for Members and helping them manage their finances. The role works with marketing, product management, development, compliance, branches, and the Member Contact Center to design and introduce digital solutions that meet Member needs. The Specialist sets and documents the vision for the Member experience; creates workflows, wireframes, user stories, user journeys, mockups, and prototypes; and uses research and other inputs to identify experience pain points and develop solutions. The role maintains accessibility standards and the design system, communicates design decisions to stakeholders, coordinates timelines, and supports teams preparing for new features.

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.
Solid grasp of user-centered design, planning and conducting user research, user 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 clearly communicate design processes, ideas, and solutions to stakeholders.
Strong collaboration skills and ability to turn abstract ideas into concrete design implications.
Ability to iterate designs and solutions efficiently.
Proficiency in Microsoft Office products and Adobe Creative Suite.
Proficiency in 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 solutions to simple or complex problems.
Portfolio link demonstrating hands-on expertise in interaction design, visual design, and problem solving.

Nice To Haves

Certification in user experience, such as Nielsen Norman Group (NN/g) or university extension programs.
Basic HTML5, CSS3, and JavaScript skills.
Experience with Agile methodologies such as Scrum, Kanban, or SAFe.

Responsibilities

Deliver a seamless, easy-to-use, secure, and needs-tailored experience in digital channels.
Serve as the voice of the Member for Online and Mobile Banking experience.
Work with marketing, product management, and development to create digital solutions.
Set and document the vision for Member experience and advocate for usefulness, desirability, and satisfaction.
Develop workflows, wireframes, user stories, and user journeys.
Identify Member and user-experience pain points by recognizing patterns and trends across inputs.
Facilitate service listening sessions with frontline and support teams to understand and address Member pain points.
Maintain accessibility standards and procedures and facilitate accessibility training for developers, testers, content creators, and executives.
Help develop communication strategies 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.
Work with stakeholders and compliance to gain approval of designs and content.
Translate concepts and wireframes into mockups and prototypes that support intuitive user experiences.
Identify design problems and devise solutions.
Make strategic design and user-experience decisions about existing and new functions and features.
Maintain and share design systems and standards to ensure quality and consistency.
Perform other duties as assigned.
Comply with regulatory requirements and assigned training, including applicable BSA regulations.