About this role
The Digital Experience Analyst supports the daily operation of digital banking platforms, including online and mobile banking services. This role manages support tickets, resolves member and employee issues, and partners with vendors and internal teams to ensure timely service delivery. Responsibilities include monitoring system performance, supporting vendor updates and maintenance, and maintaining documentation for digital processes and platforms. The analyst also reviews digital channel performance, user trends, and support data to identify improvement opportunities, track key metrics, and provide insights that enhance the member experience while ensuring digital systems remain reliable, efficient, and user-friendly.