Digital Channel Specialist I

Responsibilities Include:

Member Experience Optimization: Analyze member interactions across digital platforms to identify improvement areas and implement solutions that enhance usability and accessibility. Works closely with business partners to identify and maximize opportunities for improvements in digital products, services and business processes in a multi-channel environment.

Tracking and Utilizing Member Feedback: Gather and track member feedback across all digital channels to understand member needs, satisfaction levels and areas for improvement. Use member feedback to drive enhancements in digital channels. Maintains knowledge of internal and external resources to mitigate disruption of services to members, employees and system-wide issues.

Digital Engagement: Create and maintain inventory of clickable online banking demos, utilizing the vendor’s platform. Implement digital strategies to improve digital engagement and optimize digital experiences. Collaborate with other departments to promote digital experience. Become the subject matter expert in all channels for features and functionality impacting member experience.

Dashboards: Become the subject matter expert in department dashboards. Monitor these on a regular basis to identify any irregularities and escalate as needed. Identify and implement any new metrics that should be included in the dashboards. Work closely with internal teams for data integration and optimization.

Data Analysis Skills: Proven analytical skills, ensuring accuracy in data interpretation and reporting. Strong attention to detail and proficiency in data analysis. Ability to communicate effectively.