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Digital Experience Specialist


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 creating amazing digital experiences! CCU is a fast-growing organization whose "for people, not profit" mindset has been recognized by Forbes as a "Best-in-State" credit union - for four years in a row!

This is a "flex" position with work from home days along with onsite days based at our Gurnee corporate office. In 2023, we will move to our new location in Lake Forest but will still offer a flex schedule!

As a Digital Experience Specialist, you'll be responsible for creating best-in-class online experiences for our members by working cross-functionally to manage projects from start to finish. You'll implement new features and enhancements within our online banking platforms, including web and mobile, for CCU members. A key part of your job will be to ensure the member is first by recognizing pain points and friction then identifying opportunities to improve their experience.

Major Duties & Responsibilities:

  • Manage member enhancement requests from various sources such as member suggestions, leadership requests, tech tickets and other sources. You'll work with requests from start to finish to improve member experience.
  • Respond and follow-up to member feedback by reviewing feedback and communicating with members. You'll share progress updates and implementation status.
  • Create and maintain internal SharePoint pages to communicate team activity including what is currently being worked on, progress of current activities and implementation statuses.
  • Act as a Subject Matter Expert (SME) in collaborating with other technical areas such as the Digital Servicing team to resolve break/fix issues.
  • Work with other departments such as Marketing to ensure member-facing content is accurate and up to date. This means you will have an impact on the content members see on the website, online banking portal and mobile app!
  • Identify frequent and common member complaints and issues through various methods such as listening for common themes or reviewing tickets. You'll analyze common complaints and work with management to solution appropriate actions.
  • Assist business in authoring test cases for new functionality to ensure there are no testing gaps and testing is successful. You'll also assist the business in testing new functionality and conducting regression testing.

Top Candidates Will Have:

    • Bachelor's degree in Business, UX/UI, Technology, Sciences, Arts or related
    • 5+ years' experience in Digital/Interactive Project Management
    • 5+ years' experience leading cross functional resources and vendors
    • 3+ years' experience authoring test cases, functionality testing, and regression testing 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
    • Strong critical thinking and problem-solving skills
    • Excellent organizational, time management and detail orientation skills

At CCU you'll enjoy:

An awesome culture that appreciates hard work and delivers on fun, collaboration, respect, and innovation. Add competitive pay, an annual bonus program and a company that believes in developing our employees to their fullest potential and we're the total package!

CCU offers a comprehensive benefits package. Here's a sneak peek:

  • Multiple plan options for medical and dental, vision coverage, tax-advantaged spending accounts, employee assistance program, tuition assistance, and more.
  • 10 company paid holidays and generous paid time off - new hires accrue up to 4 weeks of PTO in the first year!
  • FREE basic life, short term and long-term disability insurance. And we have a FREE employee-only fitness center!
  • Retirement plans - We've got two of them! A 401k with company matching, and a pension plan that is fully funded by CCU.
  • And more!

More about CCU

We're Consumers Credit Union (CCU) and our mission is to empower our members to live better lives.

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 nearly 191,000 members and have over $3 billion in assets. We employ nearly 500 people in the Chicago area and have 18 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!

Equal Opportunity Employer

CCU complies with the requirements and spirit of the law in the implementation of all facets of equal opportunity in employment. There will be no discrimination on the basis of race, ancestry, color, religion, sex, sexual orientation, gender identity, marital status, pregnancy, age, national origin, citizenship, disability, genetic information, military status (including unfavorable discharge from the military), criminal or arrest history (unless job related), crime victim status, or any other protected characteristic in the recruitment, selection, training, utilization, promotion, termination, or any other employment actions or term and condition of employment. CCU complies with applicable state and local laws governing non-discrimination in employment in every location in which CCU has facilities.

We are committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. If reasonable accommodation is needed to participate in the job application or interview process, please contact our Human Resources team at: or 877-275-2228.

Salary Range
$35,000.00 - $68,000.00
per Year
Salary range estimated by
salary estimation provided by zippia
Lake Forest, IL, 60045, US