Digital Experience Analyst

First Entertainment Credit Union is seeking a Digital Experience Analyst who will function as a member experience champion to advance and enhance the digital experience for the organization and its members. Working closely with the leadership team, the Digital Experience Analyst will navigate the cardinal course and champion the digital roadmap for First Entertainment.

To be successful in the role, the Analyst leverages strong communication, relationship management, and analytical skills to support digital initiatives, collaborate with cross-functional stakeholders, and contribute to ongoing improvements across digital channels and products. This role helps enhance digital experiences, operational processes, and strategies that support internal stakeholders and organizational goals. The position will improve digital channels, digital products, processes, and strategies that support internal stakeholders and promote organizational values.

This is a full-time, hybrid opportunity in Hollywood and reporting to the Director, Digital Experience. The targeted pay for candidates in California is between $35 to $45 per hour.

Responsibilities

• Own help desk operations for Digital Experience while identifying approaches to maximize efficiency on intake and triage.
• Review, investigate, plan through, and resolve tier-3 level technical issues escalated from members.
• Serve as a key contributor in identifying, troubleshooting, and supporting the resolution of issues related to member-facing digital services.
• Support and advance departmental releases with Quality Assurance validation.
• Effectively support competing departmental priorities, while balancing day-to-day business operations.
• Maintain clear tracking and scripting for quality assurance on bug remediation and release testing.
• Collaborate and create internal release materials for visibility and peer support.
• Support Release calendar for platform, iOS, and Android changes. Undertake testing and validation across teams and provide quality assurance.
• Play an external-facing role reviewing and responding to App Store comments.
• Monitor the system’s uptime and performanceprepare written and verbal communications of system outages, and disseminate degradation of services to staff and management.
• Monitor, track, and report on all member and staff impacts regarding Digital Banking, including NPS/NES survey data from members and seek additional areas of the platform to provide augmentations and enhancements.
• Enhance digital experience by supporting project development, implementation, and iterative enhancements.
• Optimize quality assurance through automation and efficiency where possible.  
• Perform other duties as assigned from time to time.

At First Entertainment, your role and every role are essential to our Mission [We build lifelong financial relationships with the people in entertainment based on a deep understanding of how they live and work], Core Values [Members First + Ownership + Integrity + Innovation + Inclusivity + One Team], and we expect you to uphold them.

Required

• A GED or high school diploma required. A degree in Computer Science or relevant field preferred.
• At least 5 years of experience in banking, with 3 years in digital member experience preferred.
• Working knowledge of Agile or Scrum methodologies preferred.
• Demonstrated experience supporting digital products, such as online banking platforms, mobile applications, account opening solutions, digital payments, chat and messaging tools, fintech integrations, self-service portals, or other customer-facing digital experiences highly preferred.
• Prior Helpdesk or ticketing management and sprint planning experience preferred.
• Experience with Digital Banking and other Fintech/Saas solutions preferred.
• Working knowledge of financial service products, services, procedures, guidelines and regulations.
• Effective communication skills across all levels of audience.
• Proficiency in MS Office products and financial service core providers.
• Project Management Professional Certification a plus.
• Quality Assurance or Validation script development a plus.