Experience Analyst, Contact Center

To take an advanced approach with research and discovery across the analytics landscape, developing a deeper appreciation of our members' needs while streamlining our response to their needs based on analytics and measurable results. Works independently with limited guidance within team on complex analysis. Working cross-functionally to conduct research and perform analysis to uncover product opportunities and formulate innovative solutions that deliver value and create exceptional experiences for members.

Assist Sr. Experience Analyst or Product Owners in gathering, analyzing, developing and creating user stories that capture the members and stakeholder's needs Analyzes and synthesizes internal and external insights and marketplace trends; focus on creating value for members Research, identify and analyze the needs and experiences of our members, the purchasers and users of NFCU financial products Perform advanced market analysis across the financial landscape including emerging trends in member needs to identify challenges and opportunities Collaborate with team members key partners, business units across the credit union, other product teams and regularly engage on the journey vision Conduct and facilitate User Acceptance Testing by validating the definition of Done Proactively sizes business opportunities and potential improvements Engages in product team decision making, being able to push back and propose initiatives based in data Communicate and present findings to senior management and to the broader organization, influencing upwards and laterally to drive organizational change and alignment Package strategic and analytical insights into clear, concise and "executive-ready" presentations Serve as an agent of change, looking for new ways to solve membership problems and collaborate as a team Know the key metrics to be measured and how to measure it Produce data-driven analysis to substantiate hypotheses Conduct competitive reviews and benchmarking Assist management with integrating usability studies, user research, and market analysis to into product requirements Analyze product usage and other empirical data and how that relates to key member needs to make recommendations regarding product prioritization As a member of the cross functional team, apply Agile/Lean principles to continuously incrementally improve the product and product team Perform other related duties as required Working knowledge of analytics, user experience design and business impact Business acumen with ability to leverage expertise with credibility and impact Experience analyzing user experience and cost, to size impact and opportunities Strong multi-tasking and the ability to meet deadlines Familiar with Agile methodologies/principles (Scrum, XP, Lean etc.)

Exposure to working in an agile environment Ability to develop and maintain strong relationships across the organization Continuous learning with respect to current trends, practices, regulations, and technology in the financial services industry Advanced analytical and research skills along with experience working with data in a highly analytic environment Strong communication and collaborative skills Maintain skills up to date with industry standards Desired Qualifications Bachelor's Degree in Information Technology, Strategy or other related field Background in technology or entrepreneurship Knowledge of credit union operations/processes and procedures Additional Information Hours: Monday

• Friday, 8:00AM - 4:30PM Locations: 820 Follin Lane, Vienna, VA 22180 5510 Heritage Oaks Drive, Pensacola, FL 32526 141 Security Drive, Winchester, VA 22602