[Hiring] Digital Experience & Optimization Specialist @Nuvision Federal Credit Union

Role Description

The Digital Experience & Optimization Specialist is responsible for improving performance, usability, operational effectiveness, and member experience of Nuvision Credit Union's digital channels. The position is accountable for digital experience optimization, product operations, analytics, vendor coordination, governance, and continuous improvement across the digital ecosystem. This role analyzes member journeys, conversion funnels, abandonment trends, channel utilization, and operational performance to identify and implement enhancements that improve conversion, simplify member interactions, and strengthen operational efficiency.

In addition to optimization responsibilities, the specialist actively manages the digital account opening pending queue, ensuring applications are reviewed and worked in a timely manner to meet established service level agreements (SLAs). This includes:

• Proactively contacting members to obtain required documentation.
• Resolving outstanding application requirements.
• Providing status updates.
• Facilitating timely account funding and opening.

The role monitors aging applications, identifies common causes of delays or fallout, and partners with Operations, Compliance, Risk, Branches, and the Member Relationship Center to improve onboarding processes, reduce abandonment, and increase completed account openings.

Responsibilities

• Monitor and optimize the complete digital member journey.
• Monitor end-to-end member journeys across digital account opening, lending, online banking, mobile banking, and self-service channels.
• Analyze application funnels, drop-off points, abandonment trends, conversion rates, and member behavior data.
• Identify friction points and recommend enhancements that reduce clicks, streamline workflows, improve user experience, and increase conversion.
• Develop journey maps and future-state process recommendations to support digital growth objectives.
• Collaborate with stakeholders to prioritize and implement experience improvements.
• Lead digital analytics and executive performance reporting.
• Develop and maintain digital performance dashboards and scorecards for executive leadership.
• Track key performance indicators including application starts, completion rates, approval rates, abandonment, digital adoption, and operational efficiency metrics.
• Analyze trends and provide actionable insights to improve digital channel performance.
• Validate data accuracy across internal systems and vendor platforms.
• Prepare executive summaries, presentations, and recommendations that support strategic decision-making.
• Coordinate digital vendor relationships and enhancement initiatives.
• Serve as primary business liaison for assigned digital platform vendors and technology partners.
• Coordinate enhancement requests, issue resolution, roadmap discussions, testing activities, and implementation schedules.
• Monitor vendor performance, service levels, and project deliverables.
• Facilitate regular meetings with vendors and internal stakeholders to ensure project alignment and accountability.
• Evaluate new functionality and recommend solutions that improve member experience and operational effectiveness.
• Manage digital product optimization and governance.
• Maintain and prioritize the digital enhancement backlog across digital products and channels.
• Gather business requirements and translate opportunities into actionable recommendations.
• Document workflows, business rules, user stories, and process improvements.
• Ensure enhancements follow established governance, compliance, risk, operational, and technology review processes.
• Coordinate implementation timelines and change management activities across departments.
• Support AI, automation, and digital experience initiatives.
• Identify opportunities to leverage AI, automation, and emerging technologies to improve member and employee experiences.
• Partner with business and technology teams to evaluate AI use cases and automation opportunities.
• Support implementation of automated workflows, intelligent decisioning, personalization, and process optimization initiatives.
• Measure results and identify opportunities for continuous improvement.
• Monitor industry trends and recommend innovative solutions that support strategic growth objectives.
• Partner with business units to improve digital operations.
• Collaborate with Lending, Deposit Operations, Branches, MRC, Marketing, IT, Compliance, Risk, and other business units to identify operational inefficiencies.
• Facilitate process improvement discussions and workflow mapping sessions.
• Develop recommendations that improve operational efficiency, reduce manual effort, and enhance member service levels.
• Support cross-functional initiatives designed to increase digital adoption and simplify internal processes.
• Act as a trusted advisor to business partners on digital experience and optimization opportunities.
• Coordinate testing, quality assurance, and implementation support.
• Develop and execute user acceptance testing (UAT) plans and test scenarios for digital enhancements.
• Validate functionality, user experience, integrations, and system performance prior to implementation.
• Document and track defects, enhancement requests, and remediation activities.
• Coordinate release readiness activities and post-implementation validation.
• Support business stakeholders during system launches, enhancements, and production deployments.
• Develop operational recommendations and executive insights.
• Translate analytics, member feedback, and operational data into strategic recommendations.
• Identify opportunities to improve digital acquisition, conversion, retention, and engagement.
• Present findings and business cases to leadership teams.
• Support annual planning, roadmap development, and strategic digital growth initiatives.
• Recommend short-term and long-term opportunities that improve member experience, operational efficiency, and business performance.
• Support and participate in continuous improvement activities.
• Represent the Credit Union in a positive and professional manner.
• Maintain member, team members and other sensitive information with confidentiality.
• Treat co-workers and members with respect.
• Support member relations and events that promote member centric experiences.
• Any other duties as assigned.

Qualifications

• 3–5 years of experience in digital banking, fintech, product management, business analysis, or related field.
• Comprehensive knowledge of digital banking platforms, member journeys, analytics, AI, and automation.
• Strong analytical, reporting, process improvement, project coordination, and vendor management skills.
• Must be able to handle multiple priorities.
• Must be able to deal with constant interruptions.
• Strong communication skills (verbal and written) to effectively interact with leadership, team members and members.
• Strong proficiency with technical systems and solutions with the ability to identify root causes and resolve technical issues.

Education

• Bachelor’s degree in related field; or equivalent.

Benefits

• Medical
• Dental
• Vision
• Life Insurance
• Flexible Spending Account
• 401(k) Matching
• Paid Time Off
• Training Provided
• Tuition Reimbursement