Digital Services Systems Analyst - Remote

POSITION SUMMARY 

Delivers on University Credit Union’s core purpose of giving everyone in the University community a financial advantage by assisting with designing, testing, implementing, managing, and enhancing products and services within the digital channels. Analyzes metrics to understand trends in digital adoption and usage. Recommends and communicates plans and strategies to address trending issues within UCU’s online and mobile environments. Responsible for working with third-party vendors to find resolutions to complex and escalated issues within UCU’s online and mobile environments. Champions UCU’s digital products and services and subsequent enhancements as a trusted subject matter expert. Identifies opportunities for innovation in the UCU digital service environment. Keeps apprised of leading-edge technology and new offerings in the digital space through ongoing education. 
 

Key responsibilities  

• Manage day-to-day operations of UCU’s digital banking platforms: including online banking administration, member access management, certificate maintenance, production monitoring, and support ticket triage and resolution 

•  Serve as the primary technical point of contact for digital platform vendors; coordinating on platform issues, configuration updates, and member-facing functionality enhancements 

•  Support the management of multiple digital service platforms; including data exports, configuration monitoring, and ongoing vendor coordination 

• Build and maintain technical runbooks documenting routine platform maintenance tasks; ensuring operational continuity across all team scenarios 

• Triage and manage the digital services ticket queue daily; routing tickets appropriately, tracking resolution status, and delivering weekly written status updates to the VP of Digital Strategy and Innovation 

• Partner with the virtual branch team to deliver data-driven outreach targeting; providing weekly member segments, inactivity flags, and credit risk prioritization lists that enable proactive and informed member outreach 

• Collaborate with Marketing to provide digital performance data, member behavior insights, and campaign targeting segments that support email sequences, in-app campaigns, and A/B testing programs 

• Support the Delinquency Task Force by delivering monthly credit risk intelligence including member data, loan exposure analysis, and credit trend reporting; coordinating with IT and core banking teams as needed 

• Coordinate UAT testing for digital product launches and third-party integrations, ensuring production deployments match approved UAT configurations 

• Support the VP of Digital Strategy and Innovation in vendor relationship management, preparing performance data, escalation documentation, and business review materials 

•  Identify opportunities to improve the member digital experience through data surfacing friction points in digital banking flows, drop-off patterns in account opening journeys, and engagement gaps across channels 

• Stay current on emerging trends in digital banking analytics, credit union technology, and AI-powered member engagement tools; bringing relevant insights and recommendations to the DSI team 

• Support the evaluation of new digital products and vendor solutions by building analytical frameworks for comparison and recommendation 

• Champion data-driven decision-making across DSI by ensuring platform changes, campaign launches, and product additions are backed by evidence and measured against defined success metrics. 

OTHER DUTIES  

• Back up the Digital Services team as needed  

• Complete other duties as assigned 

QUALIFICATIONS 

REQUIRED  

• Bachelor’s degree in information systems, Data Analytics, Business, Finance, or related field — or equivalent professional experience 

• 3 to 5 years of experience in data analytics, business intelligence, systems analysis, or digital operations, financial services or fintech preferred 

•  Demonstrated proficiency in Power BI or an equivalent business intelligence and data visualization tool 

•  Strong analytical capability, ability to build member segmentation models, interpret trend data, and translate complex datasets into clear executive-level insights 

•  Experience managing digital platforms or vendor systems in a production environment 

• Strong written and verbal communication skills; comfortable presenting data findings to executive leadership and board audiences 

•  Ability to manage multiple priorities simultaneously and deliver consistently against defined deadlines without prompting 

• Strong attention to detail and commitment to data accuracy in all reporting and analysis 

PREFERRED  

• Credit union or community banking experience strongly preferred 

• Experience with digital banking platforms: Lumin Digital, Q2, or equivalent 

•  Familiarity with core banking systems: Symitar or Episys preferred 

• Experience with member analytics or financial wellness platforms: Savvy Money or equivalent 

• SQL or data query experience 

• Project management certification: PMP or CSM preferred 

• Experience with AI-powered conversational banking or member engagement tools 

• Familiarity with Google Tag Manager, attribution tracking, or digital marketing analytic 

• Experience supporting board-level reporting or executive dashboards 

• Knowledge of NCUA regulations and credit union compliance environment 

CORE COMPETENCIES  

 
Analytical Excellence: 

• Builds rigorous data models that inform strategic decisions 

• Identifies patterns and trends that are not immediately obvious 

• Translates complex data into clear actionable insights 

• Validates findings before presenting 

 
Proactive Ownership: 

• Delivers on commitments without being asked twice 

• Surfaces insights and anticipates team needs proactively 

•  Flags risks and blockers early 

• Takes initiative to improve processes and documentation 
   

Cross-Functional Collaboration: 

• Build trusted partnerships across departments 

• Communicates technical concepts clearly to non-technical audiences 

• Incorporates stakeholder input into analytical outputs 

•  Represents DSI professionally in cross-functional relationships 
   

TEAM UCU BENEFITS  

Investing in people is one of UCU’s strategic priorities and we invest in Team UCU by offering a variety of excellent benefits, in addition to being a great team to work with:  

• Competitive compensation 

• Work from anywhere options for select positions 

• A full 401(k) match up to 6% plus a potential additional annual profit share of up to 4% 

• Quarterly Gain Share awards, subject to meeting certain organization goals, with a payout of up to 10% of earnings 

• Employee loan discounts 

• Generous paid vacation, plus accrual of paid sick time, and additional discretionary floating and cultural holidays 

• 12 paid Holidays 

• Personal growth development plans tailored to each member of Team UCU 

• Choice of medical, dental, and vision plans, including some options that are 100% paid by the Credit Union. 

• Complementary Basic Life and Accidental Death and Dismemberment Insurance 

• Complementary long-term disability insurance and Employee Assistance Program  

UCU’s commitment to diversity, equity, and inclusion: 

Diversity, equity, and inclusion play a key part in our dedication to giving everyone in the university community a financial advantage. From students, staff, faculty, and alumni, our member-owners are individual in their needs. UCU is committed to ensuring our team brings a variety of skills, ideas, cultural backgrounds, and experience to UCU to align with them. We are dedicated to building trust and understanding with each of our members. We accomplish this by building a community that embraces diverse ideas, backgrounds, and perspectives; this is mirrored in our work and represented in Team UCU. 

University Credit Union is committed to creating a diverse environment and is proud to be an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.  

 
 
PHYSICAL REQUIREMENTS 

• Must be able to sit for extended periods of time. 

• Must be able to lift 10 lbs. 

• Must be able to view data from computer screens, reports, and manuals. 

• Must have manual dexterity to type, collate, and manage presenting marketing materials. 

This Job Description provides a general summary of the position available and is not intended to be exhaustive. It does not form and should not be interpreted as forming, a part of any contractual or non-contractual terms & conditions of employment.