Digital Experience Analyst

Jobtailor; Los Angeles (CA); On-site; USD 70,000 - 110,000; Full time

Job summary

Jobtailor in Los Angeles seeks an experienced digital member experience professional to own help desk operations for the Digital Experience, triage complex issues, and support online banking platforms.

You will drive QA validation for releases, collaborate across teams, and optimize processes through automation while communicating outages to staff and management.

Experience in fintech or SaaS, familiarity with Agile/Scrum, and strong communication are essential.

Qualifications

• GED or high school diploma required; CS degree preferred.
• At least 5 years of banking experience, with 3 years in digital member experience preferred.
• Experience with Agile or Scrum methodologies preferred.
• Demonstrated experience supporting digital banking products and fintech/SaaS solutions preferred.
• Prior helpdesk or ticketing management and sprint planning experience preferred.
• Strong communication across all levels; MS Office proficiency.
• Project Management Professional Certification a plus.
• Quality Assurance or Validation script development a plus.

Responsibilities

• Own help desk operations for Digital Experience and maximize intake efficiency.
• Review, investigate, plan through, and resolve tier-3 issues escalated from members.
• Support and advance digital member-facing services with QA validation for releases.
• Maintain tracking and scripting for bug remediation and release testing.
• Collaborate on release materials and provide peer support.
• Monitor uptime and performance; communicate outages to staff and management.
• Monitor analytics (NPS/NES) and propose platform enhancements.
• Support project development and automation to improve QA.
• Perform other duties as assigned.

Skills

Digital Banking Experience

Quality Assurance

Agile Methodologies

Helpdesk Management

Communication Skills

Scripting for QA

Fintech Knowledge

Education

GED or High School Diploma

Bachelor's in Computer Science or related field preferred

Tools

MS Office

Ticketing Systems

Mobile Applications

Self-Service Portals

Digital Payment Solutions

Job description

• Own help desk operations for Digital Experience while identifying approaches to maximize efficiency on intake and triage.
• Review, investigate, plan through, and resolve tier-3 level technical issues escalated from members.
• Serve as a key contributor in identifying, troubleshooting, and supporting the resolution of issues related to member-facing digital services.
• Support and advance departmental releases with Quality Assurance validation.
• Effectively support competing departmental priorities, while balancing day-to-day business operations.
• Maintain clear tracking and scripting for quality assurance on bug remediation and release testing.
• Collaborate and create internal release materials for visibility and peer support.
• Support Release calendar for platform, iOS, and Android changes. Undertake testing and validation across teams and provide quality assurance.
• Play an external-facing role reviewing and responding to App Store comments.
• Monitor the system’s uptime and performanceprepare written and verbal communications of system outages, and disseminate degradation of services to staff and management.
• 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.
• Enhance digital experience by supporting project development, implementation, and iterative enhancements.
• Optimize quality assurance through automation and efficiency where possible.
• Perform other duties as assigned from time to time.

Requirements

• A GED or high school diploma required. A degree in Computer Science or relevant field preferred.
• At least 5 years of experience in banking, with 3 years in digital member experience preferred.
• Working knowledge of Agile or Scrum methodologies preferred.
• Demonstrated experience supporting digital products, such as online banking platforms, mobile applications, account opening solutions, digital payments, chat and messaging tools, fintech integrations, self-service portals, or other customer-facing digital experiences highly preferred.
• Prior Helpdesk or ticketing management and sprint planning experience preferred.
• Experience with Digital Banking and other Fintech/Saas solutions preferred.
• Working knowledge of financial service products, services, procedures, guidelines and regulations.
• Effective communication skills across all levels of audience.
• Proficiency in MS Office products and financial service core providers.
• Project Management Professional Certification a plus.
• Quality Assurance or Validation script development a plus.

Core Competencies

Demonstrates expertise in managing digital member experiences and resolving technical issues while ensuring quality assurance and effective communication across teams. Proficient in optimizing operations and enhancing digital services in the banking and fintech sectors.

Highest-signal resume keywords

• Digital Banking Experience
• Quality Assurance Validation
• Agile Methodologies
• Helpdesk Management
• Project Management Professional Certification

Hard Skills

• Technical Issue Resolution
• Digital Product Support
• Automation Optimization
• Scripting for Quality Assurance
• Financial Service Knowledge

Soft Skills

• Effective Communication
• Collaboration
• Problem-Solving

Certifications & Qualifications

• Project Management Professional Certification

Industry Keywords

• Fintech
• SaaS Solutions
• Agile
• Scrum
• Digital Experience

Tools & Technologies

• MS Office
• Ticketing Management Systems
• Digital Payment Solutions
• Mobile Applications
• Self-Service Portals