Experience Analyst, Contact Center

Navy Federal Credit Union; Pensacola (FL); On-site; USD 70,000 - 90,000; Full time

Job summary

Navy Federal Credit Union in Pensacola, FL seeks an experienced Experience Analyst to advance analytics-driven product discovery and member insights. You will work cross-functionally, gather user needs, size opportunities, and validate ideas with data, delivering executive-ready analyses.

You will contribute to agile sprints and translate insights into prioritized requirements. Responsibilities include usability studies, competitive benchmarking, and presenting findings to senior leadership to

Qualifications

• Working knowledge of analytics, user experience design and business impact
• Business acumen with credibility and impact
• Experience analyzing user experience and cost, to size impact and opportunities
• Strong multi-tasking and the ability to meet deadlines
• Familiar with Agile methodologies/principles (Scrum, XP, Lean)
• Exposure to working in an agile environment
• Ability to develop and maintain strong relationships across the organization
• Continuous learning with respect to current trends, practices, regulations, and technology in the financial services industry
• Advanced analytical and research skills in a highly analytic environment
• Strong communication and collaborative skills
• Maintain skills up to date with industry standards

Responsibilities

• Assist Sr. Experience Analyst or Product Owners in gathering, analyzing and creating user stories that capture members and stakeholders’ needs
• Analyze and synthesize internal and external insights and marketplace trends to create value for members
• Research and analyze member needs and experiences of NFCU financial products
• Perform advanced market analysis across the financial landscape and emerging member trends
• Collaborate with team members and partners across the credit union and product teams
• Conduct and facilitate User Acceptance Testing by validating the definition of Done
• Size business opportunities and potential improvements
• Engage in product team decision making and propose data-based initiatives
• Communicate findings to senior management and influence organizational alignment
• Package insights into executive-ready presentations
• Serve as an agent of change exploring new ways to solve membership problems
• Know the key metrics to measure and how to measure them
• Produce data-driven analyses to substantiate hypotheses
• Conduct competitive reviews and benchmarking
• Assist management with usability studies, user research, and market analysis into product requirements
• Analyze product usage and empirical data to inform prioritization
• Apply Agile/Lean to incrementally improve the product and team
• Perform other related duties as required

Skills

Analytics

User experience

Business impact

Agile

Stakeholder management

Communication

Research

Decision making

Presentation

Learning

Education

Bachelor's Degree in IT/Strategy or related

Background in technology or entrepreneurship

Knowledge of credit union operations

Job description

Overview

To take an advanced approach with research and discovery across the analytics landscape, developing a deeper appreciation of our members' needs while streamlining our response to their needs based on analytics and measurable results. Works independently with limited guidance within team on complex analysis. Working cross-functionally to conduct research and perform analysis to uncover product opportunities and formulate innovative solutions that deliver value and create exceptional experiences for members.

Responsibilities

• Assist Sr. Experience Analyst or Product Owners in gathering, analyzing, developing and creating user stories that capture the members and stakeholder's needs


• Analyzes and synthesizes internal and external insights and marketplace trends; focus on creating value for members


• Research, identify and analyze the needs and experiences of our members, the purchasers and users of NFCU financial products


• Perform advanced market analysis across the financial landscape include emerging trends in member needs to identify challenges and opportunities


• Collaborate with team members key partners, business units across the credit union, other product teams and regularly engage on the journey vision


• Conduct and facilitate User Acceptance Testing by validating the definition of Done


• Proactively sizes business opportunities and potential improvements


• Engages in product team decision making, being able to push back and propose initiatives based in data


• Communicate and present findings to senior management and to the broader organization, influencing upwards and laterally to drive organizational change and alignment


• Package strategic and analytical insights into clear, concise and \"executive-ready\" presentations


• Serve as an agent of change, looking for new ways to solve membership problems and collaborate as a team


• Know the key metrics to be measured and how to measure it


• Produce data-driven analysis to substantiate hypotheses


• Conduct competitive reviews and benchmarking


• Assist management with integrating usability studies, user research, and market analysis to into product requirements


• Analyze product usage and other empirical data and how that relates to key member needs to make recommendations regarding product prioritization


• As a member of the cross functional team, apply Agile/Lean principles to continuously incrementally improve the product and product team


• Perform other related duties as required

Qualifications

• Working knowledge of analytics, user experience design and business impact


• Business acumen with ability to leverage expertise with credibility and impact


• Experience analyzing user experience and cost, to size impact and opportunities


• Strong multi-tasking and the ability to meet deadlines


• Familiar with Agile methodologies/principles (Scrum, XP, Lean etc.)


• Exposure to working in an agile environment


• Ability to develop and maintain strong relationships across the organization


• Continuous learning with respect to current trends, practices, regulations, and technology in the financial services industry


• Advanced analytical and research skills along with experience working with data in a highly analytic environment


• Strong communication and collaborative skills


• Maintain skills up to date with industry standards

Desired Qualifications

• Bachelor's Degree in Information Technology, Strategy or other related field


• Background in technology or entrepreneurship


• Knowledge of credit union operations/processes and procedures

Additional Information

• Monday - Friday, 8:00AM - 4:30PM

Locations

• 820 Follin Lane, Vienna, VA 22180


• 5510 Heritage Oaks Drive, Pensacola, FL 32526


• 141 Security Drive, Winchester, VA 22602

About Us

Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed;

• who are rewarded with highly competitive pay and generous benefits and perks.

Our approach to careers is simple yet powerful: Make our mission your passion.

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• Computerworld® Best Places to Work in IT 2026


• Most Loved Workplace – America’s Top Most Loved Workplaces® 2025


• 2025 PEOPLE® Companies That Care


• Newsweek Most Trustworthy Companies in America 2026


• Military Times 2025 Best for Vets Employers


• Forbes® 2026 America's Best Large Employers


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• 2025 RippleMatch Campus Forward Award Winner for Overall Excellence


• Military.com Top Military Spouse Employers 2025


• 2026 Handshake Early Talent Award


• Newsweek America’s Greatest Workplaces for Culture, Belonging and Community 2026

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Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.

Accommodations: If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at [e-mail] or by calling 1-888-503-6013. This team cannot provide any information on job postings or application status.