Digital Experience & Optimization Specialist Remote; AK, AZ, FL,NV, TX, WY

We are committed to ensuring that each Member receives a positive service experience and trusted financial advice. The Digital Experience & Optimization Specialist is responsible for improving performance, usability, operational effectiveness, and member experience of Nuvision Credit Union's digital channels. The position is accountable for digital experience optimization, product operations, analytics, vendor coordination, governance, and continuous improvement across the digital ecosystem.

This role analyzes member journeys, conversion funnels, abandonment trends, channel utilization, and operational performance to identify and implement enhancements that improve conversion, simplify member interactions, and strengthen operational  addition to optimization responsibilities, the specialist actively manages the digital account opening pending queue, ensuring applications are reviewed and worked in a timely manner to meet established service level agreements (SLAs). This includes proactively contacting members to obtain required documentation, resolve outstanding application requirements, provide status updates, and facilitate timely account funding and opening.

The role monitors aging applications, identifies common causes of delays or fallout, and partners with Operations, Compliance, Risk, Branches, and the Member Relationship Center to improve onboarding processes, reduce abandonment, and increase completed account openings.

Monitor and optimize the complete digital member journey.

Monitor end-to-end member journeys across digital account opening, lending, online banking, mobile banking, and self-service channels. Analyze application funnels, drop-off points, abandonment trends, conversion rates, and member behavior data.

Identify friction points and recommend enhancements that reduce clicks, streamline workflows, improve user experience, and increase conversion. Develop journey maps and future-state process recommendations to support digital growth objectives. Lead digital analytics and executive performance reporting.

Develop and maintain digital performance dashboards and scorecards for executive leadership.

Track key performance indicators including application starts, completion rates, approval rates, abandonment, digital adoption, and operational efficiency metrics.

Analyze trends and provide actionable insights to improve digital channel performance.

Validate data accuracy across internal systems and vendor platforms.

Coordinate digital vendor relationships and enhancement initiatives.

Serve as primary business liaison for assigned digital platform vendors and technology partners.

Coordinate enhancement requests, issue resolution, roadmap discussions, testing activities, and implementation schedules. Monitor vendor performance, service levels, and project deliverables.

Facilitate regular meetings with vendors and internal stakeholders to ensure project alignment and accountability.

Manage digital product optimization and governance.

Maintain and prioritize the digital enhancement backlog across digital products and channels.

Document workflows, business rules, user stories, and process improvements.

Ensure enhancements follow established governance, compliance, risk, operational, and technology review processes.

Coordinate implementation timelines and change management activities across departments.

Support AI, automation, and digital experience initiatives.

Identify opportunities to leverage AI, automation, and emerging technologies to improve member and employee experiences. Partner with business and technology teams to evaluate AI use cases and automation opportunities.

Support implementation of automated workflows, intelligent decisioning, personalization, and process optimization initiatives. Partner with business units to improve digital operations.

Collaborate with Lending, Deposit Operations, Branches, MRC, Marketing, IT, Compliance, Risk, and other business units to identify operational inefficiencies.

Facilitate process improvement discussions and workflow mapping sessions.

Support cross-functional initiatives designed to increase digital adoption and simplify internal processes. Act as a trusted advisor to business partners on digital experience and optimization opportunities.

Coordinate testing, quality assurance, and implementation support.

Develop and execute user acceptance testing (UAT) plans and test scenarios for digital enhancements.

Validate functionality, user experience, integrations, and system performance…