Product Analyst, MRM & AI Automation

Description

About the Role:

The Product Analyst, MRM & AI Automation plays a role in advancing the credit union's digital member experience through the strategic use of Member Relationship Management (MRM) and AI-driven automation. This role works closely with business and technology teams to help improve workflows, support automation initiatives, and enhance the overall member experience using the Creatio.ai platform.
The position combines business analysis, process improvement, reporting, and platform support to help deliver operational efficiencies, member engagement improvements, and service enhancements.

Scheduled Weekly Hours:

40 hours per week;
Monday - Friday; 8:30 - 5:30pm

What you'll be doing:

• Support the administration, enhancement, and ongoing optimization of the Creatio.ai MRM and automation platform
• Partner with business units to gather requirements, define use cases, and translate business needs into technical solutions
• Configure and improve workflows within Creatio.ai, including member journeys, service automation, and case management
• Identify opportunities for AI-driven automation and process improvements to enhance operational efficiency and member experience
• Develop dashboards, reports, and KPIs to measure platform performance and automation effectiveness
• Analyze member interactions, workflows, and operational data to identify trends and optimization opportunities
• Collaborate with technical teams to support integrations between Creatio and other internal or third-party systems
• Maintain and prioritize product backlogs aligned with strategic initiatives and organizational goals
• Serve as a liaison between business stakeholders and technology teams to support successful delivery and adoption of solutions
• Participate in platform training, release reviews, and continuous learning related to Creatio.ai and emerging AI technologies

You're Perfect For This Role If You Have:

• Bachelor's degree in Information Systems, Business Administration, Data Analytics, or related field (or equivalent experience)
• Minimum of 2 years of experience in business analysis, product analysis, or CRM/MRM platform delivery
• Hands-on experience with CRM/MRM platforms such as Creatio, Salesforce, Microsoft Dynamics, Service Now, or Hub Spot
• Experience working with workflow automation or low-code/no-code platforms
• Strong analytical skills with experience building dashboards, reports, and interpreting data
• Ability to translate business objectives into technical solutions and process improvements
• Experience collaborating cross-functionally with both business and technology teams
• Strong communication, problem-solving, and organizational skills in a fast-paced environment
• Interest or experience in AI automation, intelligent workflows, or business process optimization
• Financial services or credit union experience preferred

Who We Are:

Bay Federal Credit Union was started in 1957 when local school teachers pooled their money together to start a credit union. This original vision and investment has grown into the area's largest locally-owned financial institution, with nearly $1.6 billion in assets. Today, Bay Federal provides full service financial products and solutions to individuals and businesses in Santa Cruz, Monterey, and San Benito counties.

As a local, member-owned, not-for-profit financial cooperative, we are passionate about contributing to the community and being an integral part of its incredible story. Each year, our employees volunteer their time and donate their money to local non-profits, schools, and events. Our managers serve on local non-profit Boards of Director to be involved, understand challenges, and to make a real difference in the communities we serve.

From our founding as a teacher's credit union, Bay Federal has continued our commitment to education. We offer annual student scholarships for members and offer a comprehensive array of solutions to support our member's financial wellness. Through online financial education course offerings, solutions for teachers and students, as well as special programs for youth, our financial wellness programs are free and available to the public.

This is a small part of our work…