UX Specialist

Truliant Federal Credit Union•Charlotte, NC

About The Position

Truliant’s mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves. Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do. Purpose of the Job The UX Specialist plays a critical role in delivering seamless, high-quality digital member experiences across the credit union’s platforms, including online and mobile banking, money movement services, and digital account opening. This role champions the voice of the member, ensuring that every touchpoint and journey is intuitive, accessible, and aligned with members’ financial needs. The UX Specialist collaborates with product managers, vendors, and business stakeholders to research behaviors, conduct usability testing, and translate findings into actionable design improvements. By continuously testing and refining experiences, the UX Specialist reduces friction, strengthens consistency, and drives deeper member engagement and satisfaction.

Requirements

Must be able to analyze data and member usage patterns to find problems and turn findings into improvements.
Must have knowledge of UX/UI design principles, journey mapping, and human-centered design practices.
Must have empathy and a strong desire to understand and advocate for member needs and perspectives.
Must have excellent verbal and written communication skills, including the ability to tell a story through data and research.
Must be familiar with understanding digital banking platforms, fintech solutions, and emerging technologies.
Must have the ability to collaborate effectively with cross-functional teams and external vendors.
Must have strong organizational skills and attention to detail with the ability to manage multiple priorities simultaneously.
Must have commitment to continuous improvement and staying current with industry trends.
Must have knowledge of security, compliance, and accessibility considerations related to digital experiences.
Must have the ability to understand business processes within the credit union, as well as understand the underlying technologies supporting those business processes.
Must have experience using Visio, MS Word, PowerPoint, Outlook, and MS Excel.
Should possess a strong commitment to providing excellent service to Truliant’s members, both internal and external.
Bachelor’s degree in Human-Computer Interaction, User Experience, Psychology, Information Design, or related field; or equivalent experience required.
3+ years of experience in UX research, usability testing, or UX design, preferably in financial services or digital products.

Nice To Haves

Experience in financial services, banking, or credit unions is preferred.

Responsibilities

Plans and runs usability tests, reviews, and research to find issues and opportunities to improve the digital experience across multiple solutions such as online/mobile banking, payments, account opening, loan origination, etc.
Assists with testing and validation of new digital products/services, system enhancements, and defect resolutions to ensure quality and alignment with member needs.
Participates in system issue resolution by helping to replicate, document, and evaluate member-impacting problems and provide recommendations for fixes.
Collaborates with third-party vendors to coordinate user testing, gather feedback, and evaluate vendor-provided solutions for usability and accessibility.
Analyzes qualitative and quantitative data to generate actionable insights that inform design and digital product decisions.
Collaborates with cross-functional teams to advocate for best-in-class member experience through the product lifecycle.
Documents and presents findings, user journeys, and recommendations to stakeholders in a clear and compelling way.
Supports accessibility standards (WCAG, ADA) and ensures digital platforms are inclusive for all members.
Partners with Digital Product Managers to validate new features and enhancements through testing and pilot programs.
Advocates for members in all project discussions, ensuring that decisions are made based on user needs, behaviors, and expectations.
Monitors member feedback channels and analytics to proactively identify friction in the digital experience.
Stays current with UX trends, digital banking best practices, and emerging financial technologies, bringing forward innovative ideas to improve engagement.
Assists with other tasks and projects as assigned.