Experience Platform Analyst

LMCU•Grand Rapids, MI

8d•Hybrid

About The Position

The Experience Platform Analyst owns the long-term direction, health, and evolution of Member Experience communication and platforms. This role partners with business units and may partner the UI/UX team to identify needs, defines and prioritizes platform enhancements, coordinates execution through App Support, platform teams, and vendors, and maintains the platform knowledge required to support reliable delivery, testing, documentation, and compliance readiness. With a strong emphasis on member-facing communication and experience, the analyst serves as the subject matter expert for their platform portfolio and a consultative partner to the business, rather than performing all hands-on configuration directly.

Requirements

Five to eight years of similar or related experience, including preparatory experience.
Experience owning or administering member-facing digital, communication, or platforms (e.g., digital banking, personal financial management, messaging/communication systems) preferred.
A bachelor’s degree in finance, marketing, communication, accounting, business administration, or a related field of study.
Strong communication and written skills.
Strong knowledge of Microsoft Office products.
Strong analytical, vendor management, and platform/product ownership skills, with an emphasis on member-facing communication and experience.
May require the ability to translate business needs into platform requirements and partner effectively with UI/UX and technical teams.

Responsibilities

Own the direction, roadmap, and enhancement backlog for the engagement platform portfolio.
Partner with business units to identify needs, evaluate feasibility and platform capabilities, prioritize enhancements, and coordinate execution through App Support, platform teams, or vendors. This may include the UI/UX team as well.
Lead new use-case onboarding, ensuring communication and engagement solutions meet business and member needs.
Serve as a consultative partner to business units, helping them understand platform capabilities, surface communication and needs, and shape ideas into well-defined enhancements or new initiatives.
Determine whether a request is best handled as an enhancement, project, process change, vendor request, or standard support item, and route accordingly.
Serve as the primary technical/product point of contact with platform vendors managing enhancement requests, defect follow-up, roadmap discussions, and platform capability questions.
Coordinate closely with App Support and internal technical teams to translate business needs into executable work.
Own the testing approach and governance for platform changes and member-facing experiences—defining test scenarios, coordinating business unit participation, and validating that changes are production-ready—without necessarily executing every test personally.
Maintain configuration documentation, communication workflow records, and decision rationale for the platforms to support audit readiness, compliance alignment, and institutional knowledge as platforms evolve.
Create and maintain platform education materials, participate in MX Office Hours, and help business units understand available capabilities, appropriate use cases, and support boundaries.
Partner with the MX Data Analyst to share communication effectiveness, trends, insight performance, and member behavior data.
This role may partner closely with the UI/UX and Experience Design team to translate platform capabilities into clear, helpful, member-friendly experiences.
This role may collaborate on insight presentation, messaging strategy, language, and communication design to ensure member-facing outputs are consistent, effective, and on-brand.
Adhere to and champion our core values of curious minds, collaborative hearts, and continuous excellence
Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.