Digital Services Systems Analyst - Remote

UNIVERSITY CREDIT UNION•Remote, OH

41d•$99,386 - $124,233•Remote

About The Position

Delivers on University Credit Union’s core purpose of giving everyone in the University community a financial advantage by assisting with designing, testing, implementing, managing, and enhancing products and services within the digital channels. Analyzes metrics to understand trends in digital adoption and usage. Recommends and communicates plans and strategies to address trending issues within UCU’s online and mobile environments. Responsible for working with third-party vendors to find resolutions to complex and escalated issues within UCU’s online and mobile environments. Champions UCU’s digital products and services and subsequent enhancements as a trusted subject matter expert. Identifies opportunities for innovation in the UCU digital service environment. Keeps apprised of leading-edge technology and new offerings in the digital space through ongoing education.

Requirements

Bachelor’s degree in information systems, Data Analytics, Business, Finance, or related field — or equivalent professional experience
3 to 5 years of experience in data analytics, business intelligence, systems analysis, or digital operations, financial services or fintech preferred
Demonstrated proficiency in Power BI or an equivalent business intelligence and data visualization tool
Strong analytical capability, ability to build member segmentation models, interpret trend data, and translate complex datasets into clear executive-level insights
Experience managing digital platforms or vendor systems in a production environment
Strong written and verbal communication skills; comfortable presenting data findings to executive leadership and board audiences
Ability to manage multiple priorities simultaneously and deliver consistently against defined deadlines without prompting
Strong attention to detail and commitment to data accuracy in all reporting and analysis

Nice To Haves

Credit union or community banking experience strongly preferred
Experience with digital banking platforms: Lumin Digital, Q2, or equivalent
Familiarity with core banking systems: Symitar or Episys preferred
Experience with member analytics or financial wellness platforms: Savvy Money or equivalent
SQL or data query experience
Project management certification: PMP or CSM preferred
Experience with AI-powered conversational banking or member engagement tools
Familiarity with Google Tag Manager, attribution tracking, or digital marketing analytic
Experience supporting board-level reporting or executive dashboards
Knowledge of NCUA regulations and credit union compliance environment

Responsibilities

Manage day-to-day operations of UCU’s digital banking platforms: including online banking administration, member access management, certificate maintenance, production monitoring, and support ticket triage and resolution
Serve as the primary technical point of contact for digital platform vendors; coordinating on platform issues, configuration updates, and member-facing functionality enhancements
Support the management of multiple digital service platforms; including data exports, configuration monitoring, and ongoing vendor coordination
Build and maintain technical runbooks documenting routine platform maintenance tasks; ensuring operational continuity across all team scenarios
Triage and manage the digital services ticket queue daily; routing tickets appropriately, tracking resolution status, and delivering weekly written status updates to the VP of Digital Strategy and Innovation
Partner with the virtual branch team to deliver data-driven outreach targeting; providing weekly member segments, inactivity flags, and credit risk prioritization lists that enable proactive and informed member outreach
Collaborate with Marketing to provide digital performance data, member behavior insights, and campaign targeting segments that support email sequences, in-app campaigns, and A/B testing programs
Support the Delinquency Task Force by delivering monthly credit risk intelligence including member data, loan exposure analysis, and credit trend reporting; coordinating with IT and core banking teams as needed
Coordinate UAT testing for digital product launches and third-party integrations, ensuring production deployments match approved UAT configurations
Support the VP of Digital Strategy and Innovation in vendor relationship management, preparing performance data, escalation documentation, and business review materials
Identify opportunities to improve the member digital experience through data surfacing friction points in digital banking flows, drop-off patterns in account opening journeys, and engagement gaps across channels
Stay current on emerging trends in digital banking analytics, credit union technology, and AI-powered member engagement tools; bringing relevant insights and recommendations to the DSI team
Support the evaluation of new digital products and vendor solutions by building analytical frameworks for comparison and recommendation
Champion data-driven decision-making across DSI by ensuring platform changes, campaign launches, and product additions are backed by evidence and measured against defined success metrics.

Benefits

Competitive compensation
Work from anywhere options for select positions
A full 401(k) match up to 6% plus a potential additional annual profit share of up to 4%
Quarterly Gain Share awards, subject to meeting certain organization goals, with a payout of up to 10% of earnings
Employee loan discounts
Generous paid vacation, plus accrual of paid sick time, and additional discretionary floating and cultural holidays
12 paid Holidays
Personal growth development plans tailored to each member of Team UCU
Choice of medical, dental, and vision plans, including some options that are 100% paid by the Credit Union.
Complementary Basic Life and Accidental Death and Dismemberment Insurance
Complementary long-term disability insurance and Employee Assistance Program