Experience Analyst, Contact Center

Navy Federal Credit Union

. Assist Sr. Experience Analyst or Product Owners in gathering, analyzing, developing and creating user stories that capture members' and stakeholders' needs . Analyze and synthesize internal and external insights and

Posted 10/13/2026full-timeUnited StatesMid-LevelSenior💰 $79,200 - $124,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates advanced analytical and research skills to drive data-driven decision-making in product development, while effectively collaborating across teams to enhance user experience and meet organizational goals in the financial services industry.

Highest-signal resume keywords

User Experience AnalysisAgile MethodologiesData-Driven AnalysisMarket AnalysisCommunication Skills

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

AnalyticsUser Experience DesignMarket AnalysisData AnalysisUser Acceptance TestingAgile PrinciplesBenchmarkingProduct PrioritizationMetrics DefinitionResearch Skills

Soft Skills

CollaborationMulti-TaskingStrong CommunicationRelationship BuildingContinuous Learning

Certifications & Qualifications

Bachelor's Degree in Information TechnologyBachelor's Degree in Strategy

Industry Keywords

Financial ServicesCredit Union OperationsUser ResearchUsability StudiesBusiness Acumen

About the role

Key responsibilities & impact

Assist Sr. Experience Analyst or Product Owners in gathering, analyzing, developing and creating user stories that capture members' and stakeholders' needs
Analyze and synthesize internal and external insights and marketplace trends to create value for members
Research, identify and analyze the needs and experiences of members, purchasers, and users of NFCU financial products
Perform advanced market analysis across the financial landscape to identify challenges and opportunities
Collaborate with team members, key partners, business units across the credit union, and other product teams on the journey vision
Conduct and facilitate User Acceptance Testing by validating the definition of Done
Proactively size business opportunities and potential improvements
Engage in product team decision-making and propose data-based initiatives
Communicate and present findings to senior management and the broader organization
Package strategic and analytical insights into clear, concise, executive-ready presentations
Identify new ways to solve membership problems and collaborate as a team
Define key metrics and measurement methods
Produce data-driven analysis to substantiate hypotheses
Conduct competitive reviews and benchmarking
Assist management with integrating usability studies, user research, and market analysis into product requirements
Analyze product usage and empirical data to recommend product prioritization
Apply Agile/Lean principles to continuously improve the product and product team
Perform other related duties as required

Requirements

What you’ll need

Working knowledge of analytics, user experience design and business impact
Business acumen with ability to leverage expertise with credibility and impact
Experience analyzing user experience and cost, to size impact and opportunities
Strong multi-tasking and the ability to meet deadlines
Familiar with Agile methodologies/principles (Scrum, XP, Lean etc.)
Exposure to working in an agile environment
Ability to develop and maintain strong relationships across the organization
Continuous learning with respect to current trends, practices, regulations, and technology in the financial services industry
Advanced analytical and research skills along with experience working with data in a highly analytic environment
Strong communication and collaborative skills
Maintain skills up to date with industry standards
Bachelor's Degree in Information Technology, Strategy or other related field
Background in technology or entrepreneurship
Knowledge of credit union operations/processes and procedures
Monday - Friday, 8:00AM - 4:30PM

Benefits

Comp & perks

Highly competitive pay
Generous benefits and perks