Navy Federal Credit Union is a member-owned financial institution serving more than 14 million members, primarily from the Armed Forces, Department of Defense, veteran communities, and their families. As the world’s largest credit union, it provides banking and financial services through a workforce of more than 24,000 employees across campuses and over 360 branches. Its career opportunities support the organization’s mission of delivering high-quality service to its members, with an emphasis on meaningful work experiences and competitive employee benefits.
Experience Analyst, Contact Center
Use research and analytics to improve member experiences at Navy Federal Credit Union. Identify product opportunities, test solutions, and inform prioritization with data-driven insights.
United States
Florida
Virginia$79,200 – $124,500 / year
HybridFull-timeMiddleSeniorEnglish RequiredCall Center RepresentativeDescription
- Support senior experience analysts and product owners by shaping member and stakeholder needs into user stories
- Turn internal and external insights and market trends into opportunities to create member value
- Research and assess the needs and experiences of members, purchasers, and users of Navy Federal financial products
- Analyze the financial services market to uncover challenges and opportunities
- Work with colleagues, partners, business units, and product teams to shape the member journey vision
- Plan and facilitate user acceptance testing, confirming that work meets its definition of done
- Estimate the scope and value of business opportunities and potential improvements
- Contribute to product decisions and recommend initiatives grounded in data
- Present findings to senior leaders and the wider organization
- Turn strategic and analytical findings into concise presentations for executives
- Find new approaches to membership challenges in collaboration with the team
- Set key performance metrics and define how they will be measured
- Use data analysis to test and support hypotheses
- Review competitors and benchmark their offerings
- Help management incorporate usability studies, user research, and market analysis into product requirements
- Assess product usage and empirical evidence to guide prioritization
- Use Agile and Lean practices to improve products and product teams
- Carry out other related duties as needed
Requirements
- Working knowledge of analytics, user experience design, and business impact
- Business judgment and the ability to apply expertise credibly and effectively
- Experience assessing user experience and costs to estimate impact and opportunities
- Ability to manage multiple tasks and meet deadlines
- Familiarity with Agile methods and principles, such as Scrum, XP, and Lean
- Experience working in an Agile environment
- Ability to build and maintain strong relationships across the organization
- Commitment to learning about current trends, practices, regulations, and technology in financial services
- Advanced analytical and research skills, including experience working with data in a highly analytical environment
- Strong communication and collaboration skills
- Ability to keep skills current with industry standards
- Bachelor's degree in Information Technology, Strategy, or a related field
- Background in technology or entrepreneurship
- Knowledge of credit union operations, processes, and procedures
- Availability Monday through Friday, 8:00 a.m. to 4:30 p.m.
Benefits
- Competitive pay
- Generous benefits and perks