• Member Digital Experience Developer

    1344 West 4675 South
    Position Status
    40 HR
    Mon- Fri
  • Overview

    The Member Digital Experience Developer, will be responsible for understanding and helping improve member digital journeys and the overall experience of product and service adoption processes through digital channels as well as how those digital experiences relate to physical member interactions and enabled experiences.


    The Member Digital Experience Developer, will be responsible for understanding and helping improve member digital journeys and the overall experience of product and service adoption processes through digital channels as well as how those digital experiences relate to physical member interactions and enabled experiences. Working directly with key stakeholders, partners and members/survey data to elaborate new concepts and designs for member digital experiences, and propose architectures to meet technical, business, experience and usability goals for both employee systems and member-facing systems across online, call center, and in-branch channels. Conveying the design to cross-functional teams including designers, product developers, marketing creative teams, and IT professionals. Providing overall thought leadership in digital experience and interaction design. Leading and coordinating teams to develop and implement solutions. Deploy programs that address the life cycle of our members and potential members, drive revenue growth, member engagement and retention.


    This position will work with a team of designers and researchers as well as members/surveys and internal stakeholders to research user needs and translate them into products and solutions. You will also convert user research findings into specific actionable design adaptions and solutions. Additionally this position will work closely with other designer(s) that focus on the physical and in-branch experiences to create a cohesive handoff from the digital journey to the in-person service experience.


    Strong analytical and strategic skills are required, as well as strong written and verbal communication skills. Having credit union knowledge of products and services as well as processes are an essential requirement for this position. On-time delivery, project planning, and budget management are also vital to the success of this position. Being able to prioritize and manage multiple projects concurrently and the ability to work well independently are important for the successful execution of the tasks for this position.



    • Lead projects through research and discovery, development, and implementation.
    • Help plan member research studies.
    • Conduct member research and interviews.
    • Conduct multivariate testing of alternate design solutions.
    • Translate requirements into relevant member driven activities and deliverables including member story/member flow creation and documentation, flowcharts, wireframes, journey map design.
    • Work with creative design teams and e-services developers to mock up interactive or mock designs and flows for testing.
    • Continually build, test and learn.
    • Iterate designs to achieve frictionless member interaction.
    • Analyze findings and model new service and touch-point solutions.
    • Work with complex data sets and translate into easily understood and digestible insights
    • Conceptualize improvements for multiple phases of a project.
    • Visualize different service touch points and interactions through service and product flows and scenarios.
    • Build a picture of our different channel groups so they can be understood by the organization.
    • Develop improvement strategies for our digital end-to-end service and product adoption services.
    • Facilitate workshops and engage with stakeholders at all levels.
    • Deliver presentations to internal stakeholders.
    • Advocate and demonstrate member needs as the primary source for shaping improvements.
    • Work in cross-functional teams, to plan, prioritize, and deliver information architecture, information design, page/screen layouts, tools, services and applications to support the complete cohesive digital experience.



    • Four-year related college degree.
    • Minimum of 5+ years of experience as a digital experience professional.

    Required Knowledge:

    • Knowledge of service design development processes.
    • Knowledge of human-centered design process.
    • Knowledge of Credit Union products, services, policies, and procedures.
    • Understanding of market pressures that drive consumer behavior.
    • Extensive knowledge of statistics and related computer applications and financial and market indicators.
    • Knowledge of related computer applications.

    Experience Required:

    • Experience with research to guide and inform processes
    • Financial industry experience a plus Possess strong analytical skills to synthesize findings and translate them into actionable insights and user experience artifacts.
    • Be skilled at translating complex member needs into simple conceptual ideas, frameworks, and future service improvements.
    • Experienced at mapping detailed user journeys and service design flows
    • Experienced at disseminating research findings, service models and design concepts to internal and external stakeholders.
    • Skilled at managing input from multiple stakeholders.
    • Capable of leading and working with cross functional teams to identify problems then drive research and development activities to impactful solutions.
    • Experienced at coordinating and conducting research.
    • Experience in UI/UX best practices.


    • Strong leadership skill to influence cross-functional teams.
    • Highly creative and strong concept/idea generation.
    • Strong problem-solving skills.
    • Strong communication, leadership and presentation skills.
    • Manage multiple projects/tasks simultaneously.
    • Profit and loss responsibility.
    • Abstract, analytical, and creative thinking abilities.
    • Negotiation expertise.
    • Leadership, decision making, problem solving, communication, and project management skills.
    • Proficient in Access, Excel, PowerPoint, Word.
    • Ability to converse in an unbiased and empathetic manner.
    • Ability to synthesize key information from multiple conversations.
    • Ability to work collaboratively as part of a team.
    • Digitally Savvy, may include formal education in Computer Science or Digital Marketing.


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