Digital Experience & Optimization Specialist

This is a fully remote position, open to applicants in Alaska, +5 more states.

📋 Description

• Enhance performance, usability, operational efficiency, and member experience across the digital channels of Nuvision Credit Union.

• Streamline digital experiences, product operations, analytics, vendor collaboration, governance, and ongoing improvements.

• Evaluate member journeys, conversion funnels, abandonment trends, channel usage, and operational effectiveness.

• Oversee the digital account opening pending queue and ensure applications comply with service level agreements.

• Reach out to members for necessary documentation, address outstanding requirements, provide status updates, and facilitate account funding and openings.

• Track aging applications and pinpoint the reasons for delays or fallout.

• Collaborate with Operations, Compliance, Risk, Branches, and the Member Relationship Center to enhance onboarding processes and minimize abandonment rates.

• Create digital performance dashboards, scorecards, executive summaries, presentations, and strategic recommendations.

• Manage digital vendor enhancement requests, issue resolution, testing, roadmaps, schedules, and deliverables.

• Maintain and prioritize the digital enhancement backlog while documenting requirements, workflows, business rules, user stories, and process improvements.

• Identify and support initiatives in AI, automation, intelligent decision-making, personalization, and process optimization.

• Work with business units to detect inefficiencies and enhance digital operations.

• Develop and implement UAT plans and test scenarios; validate functionality, integrations, user experience, and system performance.

• Document defects, coordinate release readiness, and assist with launches and production deployments.

• Convert analytics, member feedback, and operational data into strategic recommendations and business cases.

• Aid in continuous improvement, member relations, events, and other assigned responsibilities.

⛳️ Requirements

• 3–5 years of experience in digital banking, fintech, product management, business analysis, or a related field.

• In-depth knowledge of digital banking platforms, member journeys, analytics, AI, and automation.

• Strong skills in analytics, reporting, process improvement, project coordination, and vendor management.

• Capability to manage multiple priorities effectively.

• Ability to handle constant interruptions professionally.

• Excellent verbal and written communication skills.

• High proficiency with technical systems and solutions, including the ability to identify root causes and resolve technical issues.

• Bachelor's degree in a relevant field; or equivalent experience.

🏝️ Benefits

• Medical

• Dental

• Vision

• Life Insurance

• Flexible Spending Account

• 401(k) Matching

• Paid Time Off

• Training Provided

• Tuition Reimbursement