Digital Experience Analyst

First Entertainment Credit Union is seeking a Digital Experience Analyst who will act as a member experience champion to advance and enhance the digital experience and projects for the organization and its members. The ideal candidate will manage all digital channels by making thoughtful recommendations and supporting continuous product enhancements from beginning to end.

Working closely with the Digital Product Owner and the leadership team, the Digital Experience Analyst will navigate the cardinal course and drive the digital roadmap for First Entertainment and should be someone with outstanding people skills to manage our digital product programs and initiatives. They will improve digital channels, digital products, processes, projects and strategies that support internal stakeholders and promote organizational values

This is a full-time, hybrid opportunity reporting to the Digital Experience Manager and is based in Hollywood, CA. The targeted pay in California is between $82,000 to $105,000.

Responsibilities

· Star in a critical role identifying, supporting, and resolving technical issues related to all member-facing digital services.

· Support and advance projects with intermediary level project management skills.

· Manage our Release calendar for platform, iOS, and Android changes. Undertake testing and validation across teams and provide quality assurance.

· Support futuristic objectives and product development within our information technology department.

· Monitor the systems’ uptime and performance, prepare written and verbal communications of system outages, and disseminate degradation of services to staff and management.

· Play an external-facing role reviewing and responding to App Store comments.

· Monitor, track, and report on all member and staff impacts regarding Digital Banking, including NPS/NES survey data from members and seek additional areas of the platform to provide augmentations and enhancements.

· Assist in developing and enhancing the digital product by supporting project development, implementation and iterative enhancements.

· Monitor the digital member experience through continuous innovation.

· Review, investigate and resolve tier-3 level technical issues escalated from members.

· Perform other duties as assigned from time to time.

At First Entertainment, your role and every role are essential to our Mission [We build lifelong financial relationships with the people in entertainment based on a deep understanding of how they live and work], Core Values [ Members First + Ownership + Integrity + Innovation + Inclusivity + One Team], and we expect you to uphold them.

Required

· A bachelor’s degree in Computer Science or relevant field preferred, but not required.

· 2 - 4 years in supporting the digital member experience within a financial institution.

· 1-2 years in project management.

· Working knowledge in Agile or Scrum methodologies knowledge preferred but not required.

· Prior experience working with multiple stakeholders to collaboratively deliver positive project outcomes.

· Prior Helpdesk or ticketing management experience.

· Experience with Alkami, Meridian Link and other Fintech solutions preferred.

· Demonstrated expertise in digital products, and knowledge of the digital landscape.

· Working knowledge of Credit Union products and services, procedures and guidelines, and field of membership requirements.

· Working knowledge of regulations applicable to essential responsibilities.

· Effective communication skills across all levels of audience.

· Proficiency in MS Office products and Symitar for Windows (Episys) or other relevant core providers.

· Project Management Professional certification A plus.

· Quality Assurance or Validation script development A plus