Hybrid Experience Design Specialist

at Logix Federal Credit Union

• Job title: Experience Design Specialist
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $83,096 - $124,644 per year
• Degree requirement: Bachelor's Degree
• Tech skills: Tableau
• Location requirements: Hybrid, Valencia, United States

About the role

• Experience Design Specialist focusing on improving member experience across digital channels for Logix Federal Credit Union. Optimizing services through technology and data analysis with an emphasis on user experience.

Responsibilities

• Focus on designing and defining the desired member experience across all channels through member and market insight
• Optimize member service through continuous process and technology advancement
• Leverage technology and digital solutions to support member strategy
• Identify and resolve root cause performance issues that contribute to member dissatisfaction
• Create and optimize the overall member experience when interacting with digital products
• Serve as a subject matter expert for translating industry best practices into scalable solutions
• Spearhead member experience projects and initiatives with all areas of the organization
• Identify opportunities to improve the member experience by using data analytics and applying a continuous improvement lens to solve for points of friction
• Employ data and research to create member journey maps that help stakeholders understand strengths, gaps, and opportunities to improve overall member service and experience
• Engage with both front-line and back-office member-impacting departments to lead efforts to develop member experience protocols
• Complete assignments and tasks relating to the monitoring of Logix service environment, including periodic audits to determine the effectiveness of current processes and quality of the member service experience
• Partner with internal stakeholders to create and maintain the digital design system
• Utilize UI/UX audit methods to provide actionable recommendations to implement changes that will lead to a seamless digital member experience
• Partner with an outside vendor and internal stakeholders/process owners to understand the member journey and underlying supporting processes and people
• Analyze user behavior and feedback to design or improve member and employee experiences
• Recommend success measures that help tie member experience improvements to business performance and opportunities to improve metrics related to operational costs, member satisfaction, and employee satisfaction
• Generate member experience business cases to guide process improvements

Requirements

• Preferred Education Level: 4 Year / Bachelors Degree in Business Management, Finance, Organizational Development, Information Technology, UX/UI Design, Graphic Design, Human-Computer Interaction, or a related field
• Minimum of 2-6 years of relevant experience or equivalent combination of training and experience
• Process-flow modeling experience
• Journey mapping experience
• UX/UI design or a related role (internships or freelance work included)
• Project management experience
• Knowledge of end-to-end core Customer/Member Experience efforts, including customer research, strategy, vision, design, development, testing, and associated change management practices
• Experience in UI/UX design and research.
• Experience in storyboarding, service design blueprinting, and persona development
• Proficiency in design tools such as Adobe Creative Suite, Sketch, Figma, or similar.
• Strong visual design skills with an eye for detail and a passion for creating aesthetically pleasing interfaces.
• Knowledge of user-centered design principles and best practices.
• Strong proficiency with tools and applications commonly used in data analysis and process improvement.
• Ability to analyze and synthesize data and identify trends.
• Demonstrated superior oral, written, and presentation skills and ability to effectively communicate to all levels of employees including senior management.
• Passionate about problem-solving and completing root cause analyses.
• Experience in guiding cross-functional groups to find answers and engage in co-creation of solutions.
• Scrum certification preferred.
• Experience in any of the following a plus: Financial institution, Project Management, Tableau, and Jack Henry Episys system.
• Advanced knowledge of internet software for research purposes and MS Office Suite.
• Ability to multi-task and perform effectively in a fast-paced environment.

Benefits

• Health insurance
• 401(k) matching
• Paid time off
• Professional development opportunities