Overview

We are seeking a skilled and customer-focused Experience Analyst to join our growing Open Banking team. In this role you will be at the forefront of assisting to shape the strategy and development of our Open Banking API offerings, enabling seamless connections with external platforms and partners to provide best in class experiences for our members. Your role will involve contributing to defining and prioritizing product roadmaps that enhance the scalability, security, and usability of our API products, ensuring they align with broader business objectives. You will collaborate closely with stakeholders across the credit union (including product, enterprise strategy, architecture, engineering, compliance, and security teams) and stakeholders outside the credit union (including aggregators and other Fintechs). A strong focus on customer-centricity, technical excellence, and cross-functional alignment will be key as you navigate the evolving landscape of third-party integrations, delivering value and ensuring a competitive edge in the marketplace.

Responsibilities

• Assist Sr. Experience Analyst or Product Owners in developing the strategy, roadmap, planning, construction, and delivery of NFCU digital experiences that utilize open banking APIs and ensure the data obtained through these experiences can return value to members.
• Help drive the growth and expansion of open banking and API functionality as a strategic enablement tool, working to maximize the value of open banking by delivering new use cases that improve the member experience, address stakeholder pain points, and align with Navy Federal's enterprise strategy.
• Collaborate with internal and external stakeholders, serving as a primary point of contact with key vendors and Fintechs powering connected financial experiences
• Document and track all support cases using ticketing systems, ensuring timely resolution and closure.
• Guide external accessors through the API onboarding process and serve as a point of contact for assistance during adoption.
• Own the roadmap and day-to-day operations of the API developer portal, ensuring it provides an optimal user experience for developers.
• Work closely with engineering and product teams to incorporate new features and API changes into the portal in a timely and user-friendly manner.
• Continuously gather feedback from developers to improve the developer portal's usability, functionality, and content.
• Create and maintain high-quality knowledge base articles, FAQs, and API usage guides to assist consumers and internal teams.
• Collect and analyze feedback from API consumers to identify opportunities for improving the API platform, documentation, and onboarding processes. Assist in the creation, curation, and oversight of usability studies, user research, and market analysis to inform direction, strategy, and product requirements.
• Assist with the execution of program priorities while maintaining the conceptual and technical integrity of the features or components for the team.
• Assist with managing the product backlog including refinement of stories with cross-functional team.
• Analyze product usage and other empirical data and how that relates to key member needs to determine changes in product prioritization.
• Serve as an agent of change, looking for new ways to solve problems for members and collaborate as a team.
• Proactively work with product teams to formulate creative ideas or solutions for potential issues.
• Stay current with technology as well as, government/policy impacts and industry best practices.
• Assist with the communications/presentations to executive management.
• Perform other related duties as required.

Qualifications

• Strong verbal and written communication skills, with a knack for translating program vision into user stories and strategy that can be consumed by all stakeholders.
• Strong skills in influencing, motivating, directing, and driving product team and stakeholders towards continuous improvement of connected banking experiences.
• Experience Agile product management or ownership.
• Experience leading, shaping and developing innovative solutions while managing business risks.
• Effective skill building effective relationships through rapport, trust, diplomacy and tact.
• Experience in market/consumer research, project management, and analysis in support of strategic planning initiatives.
• Analytical and conceptual skills to create original concepts/theories for various projects.
• Ability to multi-task and prioritize with minimal direction and assertiveness to change team processes quickly.
• Skill delivering effective presentations to groups of various sizes.
• Ability to productively communicate to stakeholders, team members, and leaders.
• Experience in developing business or technology strategy.
• Knowledge of project/program management processes and methodologies.
• Project leadership and execution, including initiatives with technology, processes, cross-functional teams and external partner team members.
• Strong problem solving and negotiation skills.
• Ability to exercise initiative, produce desired results and achieve objectives.
• Ability to learn different collaboration or product management tools quickly.

Desired Qualifications

• Bachelor's Degree in Information Technology, Strategy or other related field.
• Background in technology strategy or product management.
• 2+ years of experience in API support, integration, or a related technical support role.
• Experience with customer-facing support roles or onboarding processes.
• Advanced knowledge of credit union operations/processes and procedures.

Hours: Monday - Friday, 8:00AM - 4:30PM

Locations: 820 Follin Lane, Vienna, VA 22180 | 5510 Heritage Oaks Dr. Pensacola, FL 32526 | 141 Security Dr. Winchester, VA 22602 | 9999 Willow Creek Road San Diego, CA 92131

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