Senior Experience Analyst (Member Experience Innovation)

To take a highly advanced approach with research and discovery to develop a deeper appreciation of our members’ needs while streamlining our response to their needs based on high level analysis and measurable results. Works independently within team on the most complex analysis and serves as a subject matter expert. Work cross-functionally to conduct research and perform highly complex analysis to uncover product opportunities and formulate innovative solutions that deliver value and create exceptional experiences for members. 

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• Assist the Manager, Member Segments in gathering, analyzing, developing and creating user stories that capture the members and stakeholder’s needs
• Conducts complex analyises and synthesizes internal and external insights and marketplace trends; focus on creating value for members
• Manage segment backlog, aligning prioritization against strategic outcomes 
• Research, identify and analyze the needs and experiences of our member segments 
• Analyse and identify insights from 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 
• Proactively sizes business opportunities and potential improvements base don research & data insights
• 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 them
• 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 member strategy
• 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 

• Expert knowledge of analystics, user experience design and business impact and experience working with data in a highly analytic environment
• Advanced knowledge of analytics, user experience design and business impact 
• Business acumen with demonstrated ability to leverage expertise with credibility and impact
• Advanced skill delivering effective presentations to groups of various sizes
• Significant experience in analyzing user experience and cost, to size impact and opportunities              
• Strong multi-tasking and the ability to meet deadlines
• Advanced knowledge of agile methodologies/principles (Scrum, XP, Lean etc.)
• Experience working in an agile environment 
• Experience working with agile and collaboration tools (AzureDevOps & Mural familiarity preferred)
• Strong communication and collaborative skills
• Ability to develop and maintain strong relationships across the organization
• Maintain skills up to date with industry standards
• Continuous learning with respect to current trends, practices, regulations, and technology in the financial services industry

Desired Qualifications

• Bachelor’s Degree in Business or related field
• Background in strategy, analytics, analysis or consulting
• Advanced knowledge of credit union operations/processes and procedures

Hours: Monday - Friday, 8:00AM - 4:30PM

Location: 820 Follin Lane, Vienna, VA 22180 | 5510 Heritage Oaks Drive Pensacola, FL 32526 | 141 Security Drive Winchester, VA 22602

Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.

Our approach to careers is simple yet powerful: Make our mission your passion.

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