Member Experience Specialist, Hybrid, Chelmsford MA, Full-Time

Schedule

M-F, 8am-5pm

What You’ll Do

Summary/Objective:

The role is responsible for championing the experience strategy of the credit union by collaborating with senior stakeholders across the organization to balance member needs with the business goals of the credit union while advocating for member-centric design principles across the organization's web, mobile app, and other applications. This role will partner with internal clients to define and conduct research and strategic planning necessary to bring improved experiences to life in collaboration with UI and UX designers and developers. This individual will also, through observation and quantitative and qualitative analysis, audit existing experience to inform prototype solutions to user pain points. Overall, this position will help to make our experiences user-friendly, accessible, functional and consistent.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Collaborates with marketing, sales, product development, account management and other teams to devise ways to eliminate friction from the member journey
• Plans and executes research and usability studies through in-person and remote qualitative tools to create a new understanding of members’ needs and expectations.
• Conducts User Research interviews with our user community and member research to better understand how interfaces and workflows can be combined to enhance user experience.
• Extracts actionable insights from customer feedback, user behavior data and product metrics like engagement rates and satisfaction levels.
• Periodically presents to executive management on infrastructure changes and ongoing initiatives based on research findings
• Be highly communicative and responsive to all stakeholders while managing a large volume of projects.
• Perform other job-related duties as assigned by Managers(s).

What You’ll Need

Education and Experience Requirements:

• 1-3 years combined experience in UX Design, digital product usability, or digital marketing.
• Bachelor’s degree in marketing, computer science, design or another applicable field preferred.
• Proven experience as a Qualitative Market Researcher, UX Designer, UI Designer or similar role.
• Experience working in managing content, publishing and moderating a site in Adobe Experience Manager.
• Proficiency in Adobe XD, Sketch or InVision, Figma
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) and macOS operating system.

Additional Eligibility Requirements:

• Strong UI/UX portfolio
• Excellent written and verbal communication skills, with the ability to defend your work and influence stakeholders
• Use analytical and creative skills to understand user needs and solve complex problems
• Experience championing UX best practices to executive-level stakeholders

What We Do

DCU is the largest credit union headquartered in New England – serving more than one million members in all 50 states. With over 1,900 team members, we strive to make DCU a great place to work with an excellent work-life balance, and a community that cares.

DCU is an equal opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. 

If you’re applying for a job and need a reasonable accommodation for any part of the employment process, please send an email to careers@dcu.org and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.