Digital Services Systems Analyst

This is a fully remote position, open to applicants in California.

📋 Description

• Contributes to University Credit Union’s mission of providing a financial advantage to the University community by aiding in the design, testing, implementation, management, and enhancement of products and services across digital channels.

• Evaluates metrics to gain insights into trends related to digital adoption and usage.

• Proposes and communicates strategies and plans to address emerging issues within UCU’s online and mobile platforms.

• Responsible for collaborating with third-party vendors to resolve complex and escalated concerns within UCU’s online and mobile platforms.

• Acts as a champion for UCU’s digital products and services, serving as a reliable subject matter expert for subsequent enhancements.

• Identifies innovative opportunities within the UCU digital service environment.

• Remains informed about cutting-edge technology and new offerings in the digital landscape through continuous education.

• Oversees the daily operations of UCU’s digital banking platforms, including online banking administration, member access management, certificate maintenance, production monitoring, and support ticket triage and resolution.

• Serves as the main technical contact for digital platform vendors, coordinating on platform-related issues, configuration updates, and enhancements to member-facing functionalities.

• Aids in managing multiple digital service platforms, including data exports, configuration monitoring, and ongoing vendor coordination.

• Develops and maintains technical runbooks that document routine maintenance tasks for platforms, ensuring operational continuity in all team scenarios.

• Manages and triages the digital services ticket queue daily, appropriately routing tickets, tracking resolution progress, and providing weekly written status updates to the VP of Digital Strategy and Innovation.

• Collaborates with the virtual branch team to execute data-driven outreach targeting, supplying weekly member segments, inactivity flags, and credit risk prioritization lists for proactive and informed member outreach.

• Works alongside Marketing to share digital performance data, member behavior insights, and campaign targeting segments that support email sequences, in-app campaigns, and A/B testing initiatives.

• Assists the Delinquency Task Force by providing monthly credit risk intelligence, including member data, loan exposure analysis, and credit trend reports, coordinating with IT and core banking teams as necessary.

• Coordinates UAT testing for digital product launches and third-party integrations, ensuring that production deployments align with approved UAT configurations.

• Supports the VP of Digital Strategy and Innovation in managing vendor relationships by preparing performance data, escalation documentation, and business review materials.

• Identifies areas for enhancing the member digital experience through analyzing friction points in digital banking flows, drop-off patterns in account opening journeys, and engagement gaps across channels.

• Stays updated on emerging trends in digital banking analytics, credit union technology, and AI-driven member engagement tools, bringing relevant insights and recommendations to the DSI team.

• Aids in evaluating new digital products and vendor solutions by creating analytical frameworks for comparison and recommendation.

• Promotes data-driven decision-making across DSI by ensuring that platform modifications, campaign launches, and product additions are supported by evidence and measured against established success metrics.

• Provides backup for the Digital Services team when necessary.

• Completes other tasks as assigned.

⛳️ Requirements

• Bachelor’s degree in information systems, Data Analytics, Business, Finance, or a related field — or equivalent professional experience.

• 3 to 5 years of experience in data analytics, business intelligence, systems analysis, or digital operations, preferably in financial services or fintech.

• Proven proficiency in Power BI or a similar business intelligence and data visualization tool.

• Strong analytical skills, with the ability to construct member segmentation models, interpret trend data, and translate complex datasets into clear insights suitable for executive-level audiences.

• Experience in managing digital platforms or vendor systems within a production environment.

• Excellent written and verbal communication skills; comfortable presenting data findings to executive leadership and board members.

• Capable of managing multiple priorities simultaneously and consistently delivering against defined deadlines without prompting.

• Strong attention to detail and dedication to data accuracy in all reporting and analysis.

🏝️ Benefits

• Competitive compensation.

• Flexible work-from-anywhere options for select positions.

• A full 401(k) match up to 6% along with a potential additional annual profit share of up to 4%.

• Quarterly Gain Share awards, subject to meeting specific organizational goals, with a payout of up to 10% of earnings.

• Discounts on employee loans.

• Generous paid vacation, including accrued paid sick time, and additional discretionary floating and cultural holidays.

• 12 paid holidays.

• Personalized growth development plans tailored for each member of Team UCU.

• A selection of medical, dental, and vision plans, with some options fully covered by the Credit Union.

• Complimentary Basic Life and Accidental Death and Dismemberment Insurance.

• Complimentary long-term disability insurance and an Employee Assistance Program.