Experience Analyst, Contact Center

Navy Federal Credit Union•Pensacola, FL

2h•$79,200 - $124,500•Onsite

About The Position

The Experience Analyst takes an advanced approach to research and discovery across the analytics landscape to better understand members’ needs and streamline responses based on analytics and measurable results. The role works independently with limited guidance on complex analysis and collaborates cross-functionally to uncover product opportunities and formulate innovative solutions that deliver value and exceptional member experiences.

Requirements

Working knowledge of analytics, user experience design, and business impact.
Business acumen and the ability to leverage expertise with credibility and impact.
Experience analyzing user experience and cost to size impact and opportunities.
Strong multitasking skills and ability to meet deadlines.
Familiarity with Agile methodologies and principles, including Scrum, XP, or Lean.
Exposure to working in an Agile environment.
Ability to develop and maintain strong relationships across the organization.
Commitment to continuous learning about current trends, practices, regulations, and technology in the financial services industry.
Advanced analytical and research skills, including experience working with data in a highly analytic environment.
Strong communication and collaboration skills.
Ability to maintain skills in line with industry standards.

Nice To Haves

Bachelor’s degree in Information Technology, Strategy, or a related field.
Background in technology or entrepreneurship.
Knowledge of credit union operations, processes, and procedures.

Responsibilities

Assist Senior Experience Analysts or Product Owners in gathering, analyzing, developing, and creating user stories that capture member and stakeholder needs.
Analyze and synthesize internal and external insights and marketplace trends, focusing on creating value for members.
Research, identify, and analyze the needs and experiences of members who purchase and use Navy Federal financial products.
Perform advanced market analysis across the financial landscape, including emerging trends in member needs, to identify challenges and opportunities.
Collaborate with team members, key partners, business units, and other product teams, and regularly engage on the journey vision.
Conduct and facilitate User Acceptance Testing by validating the definition of done.
Proactively size business opportunities and potential improvements.
Participate in product team decisions, using data to push back and propose initiatives.
Communicate and present findings to senior management and the broader organization, influencing across levels to drive organizational change and alignment.
Package strategic and analytical insights into clear, concise, executive-ready presentations.
Serve as an agent of change by finding new ways to solve membership problems and collaborating as a team.
Identify key metrics to measure and determine how to measure them.
Produce data-driven analysis to substantiate hypotheses.
Conduct competitive reviews and benchmarking.
Assist management in integrating usability studies, user research, and market analysis into product requirements.
Analyze product usage and other empirical data in relation to key member needs, and make recommendations about product prioritization.
Apply Agile and Lean principles as a cross-functional team member to continuously improve the product and product team.
Perform other related duties as required.