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

We embrace passionate Team Members who consistently display our values:
United, Informative, Approachable, Caring and Transparent. We are united in our collective effort to achieve member goals and proactively provide solutions tailored to individual Member needs. We are committed to ensuring that each Member receives a positive service experience and trusted financial advice. Join the Nuvision Team today! Let us be part of your career journey!

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 efficiency.

In 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. Collaborate with stakeholders to prioritize and implement experience improvements.
• 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.
• Prepare executive summaries, presentations, and recommendations that support strategic decision‑making.
• 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.
• Evaluate new functionality and recommend solutions that improve member experience and operational effectiveness.
• Manage digital product optimization and governance.
• Maintain and prioritize the digital enhancement backlog across digital products and channels.
• Gather business requirements and translate opportunities into actionable recommendations. 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…