Digital Experience & Optimization Specialist, Full-Time - Remote (AK, AZ, FL,NV, TX, WY)

Nuvision Federal Credit Union; Phoenix (AZ); Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical

Dental

Life Insurance

Flexible Spending Account

Training Provided

Tuition Reimbursement

Job summary

Nuvision Federal Credit Union seeks a Digital Experience & Optimization Specialist to improve performance and member experience across digital channels. The role analyzes journeys, funnels, and conversion metrics while coordinating vendor initiatives and governance.

You will manage digital analytics, dashboards, and cross‑functional onboarding improvements. Ideal candidates have 3–5 years in digital banking or fintech, strong analytics, and experience with AI and automation.

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.
• Bachelor’s degree in related field.

Responsibilities

• Monitor and optimize the complete digital member journey across channels.
• Analyze application funnels, abandonment trends, conversion rates and member behavior.
• Coordinate digital vendor relationships and enhancement initiatives.
• Maintain digital performance dashboards and executive scorecards.
• Support AI, automation, and digital experience initiatives across departments.

Skills

Digital banking platforms

Member journeys

Analytics

AI automation

Vendor management

Education

Bachelor's degree

Tools

Digital analytics tools

Job description

We are committed to ensuring that each Member receives a positive service experience and trusted financial advice. 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, resolve outstanding application requirements, provide status updates, and facilitate 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.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. 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.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.Manage digital product optimization and governance.Maintain and prioritize the digital enhancement backlog across digital products and channels.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. 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.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.Translate analytics, member feedback, and operational data into strategic recommendations.Identify opportunities to improve digital acquisition, conversion, retention, and engagement.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.Represents the Credit Union in a positive and professional manner. 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.~ Bachelor’s degree in related field;

nuvisionfederal.com/careersThe base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors.

• Medical
• Dental
• Life Insurance
• Flexible Spending Account
• Training Provided
• Tuition Reimbursement

Nuvision Credit Union is proud to be an Equal Opportunity Employer. At Nuvision Credit Union, we provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Nuvision Credit Union is committed to providing equal employment opportunities to all individuals, including those with disabilities. If you require a reasonable accommodation to complete the application or interview process, please contact our recruiting team at Recruiting@nuvisioncu.