Digital Experience Specialist

Consumers Credit Union

We’re Consumers Credit Union (CCU) and we’re The People in Your Corner.

We’re a financial institution just like a bank, except not exactly. Banks have customers, but because we’re a not-for-profit, member-owned credit union, we have members. And because we’re not a bank, we don’t drive up profits just because shareholders demand it. Instead, we focus on driving up member happiness through low loan rates, high deposit rates and low- or no-fee products and services. We focus on things like transparency, simplicity, helpfulness, integrity, positivity and inclusion – and we always put our members first.

In fact, we serve over 200,000 members and have over $3 billion in assets. We employ nearly 500 people in the Chicago area and operate 14 branch locations in Illinois. We offer access to a national shared branching network, and more than 80,000 surcharge-free ATMs worldwide. And although we’ve been around for over 90 years, we’re just getting started!

Position Details

Digital Experience Specialist
Northern Illinois
Lake Forest, IL

Consumers Credit Union (CCU) is hiring - join our team as a Digital Experience Specialist! This is a fantastic opportunity if you have a passion for best-in-class digital user experiences.

Schedule/Location: This is a flex / hybrid position. Part of your work week will be onsite based at our Lake Forest office. The remainder of the week you'll be working remotely from home.

As a Digital Experience Specialist,you'll be responsible for creating best-in-class digital user experiences for our members. You'll work cross-functionally to manage online banking projects from start to finish that are related to new features and enhancements for CCU members, including web and mobile. You'll ensure the member is first by recognizing pain points and friction to identify opportunities to improve the member experience.

Main Responsibilities:

  • Manage member enhancement requests from various sources such as member suggestions, leadership requests, and internal tickets. You'll work with requests from start to finish through the project management cycle to improve the member experience. 
  • Identify common member issues through a variety of listening methods including survey data, stakeholder feedback, web analytics and support tickets. Use this data in combination with UX/UI best practices to solve and recommend appropriate actions with management. 
  • Act as a Subject Matter Expert (SME). You'll collaborate with other technical areas such as the Digital Servicing team to resolve break/fix issues. 
  • Assist business in authoring test cases for new functionality to ensure there are no testing gaps and testing is successful. Support new functionality and regression testing as needed. 
  • Work with other departments such as Marketing to ensure member-facing content is accurate and up to date. 
  • Respond and follow-up to member feedback by reviewing feedback and communicating with members through multiple channels to share progress and implementation status.
  • High School diploma required. Bachelor’s Degree in UX/UI, Business, Technology, Sciences, Arts or Related is preferred. 
  • UX/UI Certificationis preferred 
  • 3-5 Years’ Experience in Digital / Interactive Project Management or related is required. 
  • 3-5 Years’ Experience in Leading cross functional resources and vendors is required. 
  • 3-5 Years’ Experience in Authoring Test Cases, Functionality Testing, Regression Testing, or Related is preferred. 
  • Enthusiasm for and strong interest in delivering a great web/mobile user experience. You just don’t work on the user experience; you live and breathe it! 
  • Strong written and verbal skills to communicate with members and cross-functional colleagues 
  • Computer proficiency in Microsoft products including Word, PowerPoint, Excel, Project and SharePoint 
  • Knowledge of common project management tools such as Microsoft Project and working with the creation and editing of Microsoft SharePoint pages 
  • Strong critical thinking and problem-solving skills 
  • Excellent organizational, time management and detail orientation skills

With CCU you’ll enjoy:

A stable, growing, well-managed company with a bright future. A sincere commitment to our core values: Be Helpful, Act with Integrity, Be Transparent, Keep it Simple, Be Positive, Embrace Inclusion and Diversity. A belief in developing our employees to their fullest potential. And total rewards that include competitive pay and other benefits:

  • FREE: basic life insurance, short-term and long-term disability insurance, employee-only fitness center. 
  • Multiple plan options for medical and dental, vision coverage, tax-advantaged spending accounts, employee assistance program, tuition assistance, student loan assistance, paid parental leave, and more. 
  • Generous Paid Time Off (accrue up to 4 weeks during your first year!) + 11 company paid holidays + CCYou Day - a paid day off for you to focus on your wellbeing.

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