Digital Services Analyst

Pay Range: $81,475.00 - $99,829.00

Remote Eligible: Hybrid

We offer a pay-for-performance compensation program including bonuses for all employees and a competitive benefits package. See https://www.cuofco.org/careers for a high-level overview of our benefits package and bonus offerings.

General Purpose of the Position

The Digital Services (product) Analyst role requires a high degree of collaboration with various departments and frontline employees to align product and digital service offerings with the needs of our members and organizational goals. As part of the Digital Services team, you will be managing the full life cycle of specific digital services applications. This includes closely managing vendor partnerships and the technical product management lifecycle, with a focus on member experiences and product iterative development.

The role requires someone comfortable working with both highly technical and non-technical disciplines to transform digital application inputs and requirements into superior member experiences. The successful candidate will excel at analyzing, designing, testing, and implementing digital solutions that enable the organization to achieve its goals within our digital applications. Advocacy for the end-user experience is crucial, leveraging your knowledge to build and improve features.

Overall, your mission will be to generate insights, make strategic recommendations to enhance our member experience, and develop and maintain the Digital Services owned product development roadmap. 

ESSENTIAL DUTIES AND RESPONSIBILITIES (includes the following). May perform other duties as requested or assigned.

• Maintain a comprehensive digital product roadmap for Digital Services, ensuring alignment with both immediate and long-term business objectives.
• Coordinates digital delivery channels with other channel stakeholders to provide members and future members with the best possible omnichannel experience.
• Coordinate and collaborate closely with business-line owners and their vendors, who provide services integrated with digital experiences, including middleware, account opening, payments, and member support.
• Support iterative release management, including working cross-functionally with vendors and stakeholders and integrating member feedback to ensure alignment of application design, features, and functions.
• Monitor system effectiveness and/or performance to determine any potential problems, report critical findings to peers and/or manager, and resolve issues.
• Review functionality changes and enhancements for each new digital banking, ticket management and self-service releases, including prior experience with software testing standards, practices, methods, and tools, as assigned.
• Leverage member and employee feedback, along with market trends, to optimize product processes and feature prioritization.
• Partner with vendors to understand product roadmaps, plan feature implementation, and assess opportunities and risks.
• Excellent planning, organization, and problem identification skills.
• Exceptional critical thinking skills, leveraging analytics, reporting, and analysis to make informed decisions.
• Have a passion for solving problems creatively and proactively takes initiative.
• Demonstrated business and technical acumen.
• Proven ability to work effectively on multiple tasks simultaneously.
• Ability to work in a fast-paced, collaborative, team-based environment.

Requirements

EDUCATION AND EXPERIENCE

• Bachelor’s Degree and a minimum of five (5) years of business analysis or product management experience with vendor partnerships.
• Experience working with and leveraging multiple data sources, preferably in a credit union or financial services environment.
• Experience in product and program planning, execution, and reporting.
• Strong skills in strategy, planning, and vendor partnerships
• Demonstrated ability to translate end-user feedback into actionable outcomes within digital solutions.
• Excellent written and verbal communication and cross-functional teamwork skills.

Preferred computer and software platforms include:

• Knowledge of basic web design, HTML, XML or like low-code product administration
• Experience with prototyping, including sketching or using tools, including Visio, Mural or like.
• Experience in email marketing and consumer messaging utilizing message automation tools (ex. SendGrid)
• Twilio API experience/expertise in voice, text, chat, video, and email a plus
• Zendesk ticket management or CRM experience a plus
• Virtual assistance, chatbot and self-service automation tool and ownership
• Financial Core System Management - Symitar/JHA/ProfitStars a plus

WORK ENVIRONMENT

Standard office environment with some travel required to vendor or branch offices.

STRATEGIC AGILITY

Thinks/plans strategically. Understands the organization’s vision, mission, and goals and can articulate to others. Defines/owns vision/purpose and aligns ideas to inspire others to follow. Looks to the future and adjusts strategic actions and goals based on anticipated future state.

LEADING COURAGEOUSLY THROUGH VISION AND VALUES

Makes decisions and acts in ways consistent with our core values; demonstrates the courage to do what is right despite personal risk or discomfort. Challenges others to make tough choices. Communicates a compelling and inspired vision or sense of core purpose and makes the vision sharable by everyone.

MARKET KNOWLEDGE & COMPETITIVE MINDSET

Knows the basics of the market and business context. Aware of local and national competitors. Understands the similarities and differences of our business model to other financial institutions. Brings forth ideas to keep our business competitive.

FISCAL RESPONSIBILITY

Fosters an environment that encourages fiscal responsibility. Maintains and applies a general understanding of financial management principles to ensure decisions are fiscally sound and responsible. Prepares and manages the budget for area of responsibility. Uses cost-benefit thinking to align priorities. Identifies cost effective approaches. Brings forward any financial concerns to the attention of Senior Management.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is typically required to sit for long periods.  The employee continually is required to talk or hear. The employee is occasionally required to stand, walk, stoop, and reach with hands and arms. The employee will occasionally lift and/or move up to [10] pounds.  Specific vision abilities required by this job include close vision and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  [Limited travel required to visit CU locations as needed.] 

Core Competencies

MEMBER FOCUSED        

Creates trust by building relationships and actively discovers the right solutions for Members and peers; understands that the credit union exists because of Member trust and loyalty in the organization and employees; is passionate and dedicated to meeting the expectations and requirements of internal and external Members.

COOPERATION AND TEAMWORK             

Relates well to all kinds of people; builds appropriate rapport; works harmoniously with others; uses and understands diplomacy and tact; encourages collaboration; seeks opinions; is candid with peers; values working relationships. Readily puts in extra effort to accomplish important tasks.                            

DECISION QUALITY         

Understands the member’s best interest is first; demonstrates decisions which are based on creating the best possible outcome for the member; makes decisions based on a mixture of analysis, wisdom, experience, and judgment; most recommendations and decisions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions.

PROBLEM SOLVING       

Uses rigorous logic and methods to solve difficult problems creating effective solutions; is resilient and will own the solution and the problem; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers.

ACTION ORIENTED         

Pushes self and others to achieve the best possible results for the Member, organization, and employees; proactively seeks out opportunities; raises hand, rather than waits to be asked; not fearful of acting with a minimum of planning; understands that it’s OK to make a mistake (fail forward).

ADAPTABLE                      

Learns on the fly; is a relentless, versatile and an active learner; open to change; can learn new skills and knowledge; analyzes both successes and failures for opportunities to improve; understands that different situations and levels may call for different skills and approaches; works to deploy strengths; works on compensating for weaknesses and limits.

INNOVATION

A cultural mindset that supports new ideas, fosters experimentation, and drives continuous improvement to deliver member value.

Combines and brings forward ideas in unique ways to make connections between disparate ideas; willingness to explore different lines of thought and suggestions and try new ideas through experimentation, views situations from multiple perspectives; brainstorms multiple approaches/solutions to benefit members.

 

Credit Union of Colorado is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable federal, state, or local laws. 

Please note applicants can redact any information that identifies their age, birth date, or dates of schooling on either their resume or any additional materials provided.