Digital Experience Analyst
CA - Rancho CucamongaPay Rate: $70000 - $77000 per year
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Digital Experience Analyst
Type: Full-time | Reports to: Digital Services Manager
Position Overview
The Digital Experience Analyst supports and enhances the Credit Union's digital banking platforms — including online banking, mobile apps, and other digital financial tools. This role focuses on analyzing performance data, identifying trends, and collaborating with internal teams to improve the member experience and drive digital adoption.
Key Responsibilities
Member Service & Collaboration
Deliver exceptional member service with professionalism and accuracy.
Work cross-functionally to support digital initiatives and achieve department goals.
Communicate clearly and effectively with members and teammates of varying technical skill levels.
Digital Product Performance & Analysis
Monitor and analyze usage and performance metrics for digital platforms (online banking, bill pay, mobile app, remote deposit, etc.).
Conduct user experience research and journey mapping to identify pain points and recommend improvements.
Prepare performance dashboards and reports for leadership.
Support testing and implementation of new digital banking features and updates (UAT, QA).
Track digital trends and competitor offerings to inform strategy.
Ensure systems are compliant with NCUA, FFIEC, and other relevant security standards.
Technical & Operational Support
Troubleshoot and resolve digital platform issues (login errors, slow load times, system bugs, etc.).
Partner with vendors to maintain stable, accurate testing and production environments.
Assist with system integrations and vendor evaluations.
Support the launch of marketing campaigns and digital promotions.
Development & Continuous Improvement
Stay current with new technologies, best practices, and fintech innovations.
Contribute to the creation and improvement of Standard Operating Procedures (SOPs).
Mentor new team members and promote a collaborative "one-team” environment.
Qualifications
Education: High school diploma required; Bachelor's degree in Business, Information Systems, or related field preferred.
Experience: 2–4 years in digital banking, fintech, or credit union operations.
Technical Skills:
Strong analytical skills; experience with Excel, Power BI, or Tableau.
Familiarity with digital platforms (Alkami, Symitar, Vertifi, etc.) preferred.
Basic understanding of HTML, CSS, JavaScript, APIs.
Proficient in Microsoft Office Suite.
Soft Skills: Detail-oriented, proactive, adaptable, strong communicator, and team player.
Compliance
Maintain compliance with all applicable laws and regulations, including BSA/AML, OFAC, FFIEC, and ADA/WCAG digital accessibility standards. Complete all required compliance training on schedule.