Experience Analyst

Overview

To take an advanced approach with research and discovery 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' 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
• Analyze and identify insights from the financial landscape including 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
• Proactively identifies opportunities and potential improvements based on research & data insights
• 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
• Assist management with integrating user research and market analysis to into member strategy
• 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

• Business acumen with ability to leverage expertise with credibility and impact
• Effective skill delivering effective presentations to groups of various sizes
• 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
• Strong communication and collaborative skills
• 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
• Working knowledge of analytics, user experience design and business impact
• Advanced skills collecting, analyzing and interpreting customer data from various sources, including surveys, feedback and transactional data to identify trends and insights to inform members strategy

Desired Qualifications

• Bachelor's degree in Business or related field
• Background in strategy, analytics, analysis or consulting
• Knowledge of credit union operations/processes and procedures

Hours: 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

Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location, and market position. The salary range for this position is: $78,400 - $141,625 annually.

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