Digital Experience Coordinator

Digital Experience Coordinator| Location:  11149 Research Blvd, Austin, TX| Schedule: Monday- Friday 7:30-4:00pm or 8:00pm-4:30pm | FLSA Status: Nonexempt.

Austin Telco FCU is looking for a Digital Experience Coordinator to join our family. Positioned as a member of the Digital Experience Team, the Digital Experience Coordinator is charged with assessing and optimizing staff and member-consumer experiences of digital products and services to align with the credit union’s vision and goals.

What You’ll Do:

Product Maintenance & Support

• Provide high-quality technical support regarding digital banking products and other digital experiences
• Support the credit union’s digital experience through continuous maintenance and enhancement of online banking, mobile banking, and related systems.
• Assist in product configuration and implementation.
• Monitor and assess digital product performance.

Testing & Quality Assurance

• Conduct user acceptance testing (UAT) for new software, releases, and updates, identifying defects and ensuring business requirements are met.
• Identify and escalate problems that could impact member and staff experiences of digital products and services.
• Champion the needs of a diverse member population.

Documentation & Communication

• Create, maintain, and organize Digital Experience documentation, ensuring all materials are properly stored, versioned, and accessible within repository systems.
• Create exceptional user documentation including in-product UX content, instructional materials, user manuals, current workflows and proposed workflows.
• Effectively communicate product needs to internal and vendor stakeholders.

Collaboration & Strategy

• Collaborate with the Learning and Development, Retail Operations and Marketing teams to establish training needs for staff and members.
• Must effectively carry out the essential duties and responsibilities of this position in a manner that consistently demonstrates a commitment to Austin Telco’s mission and values of Respect, Empathy, Service, Integrity, and Cooperation.
• Other duties may be assigned.

What You Bring:

• Experience: 1-3 years of practical experience in banking or finance, IT, or technical field; or a combination of experience. Equivalent and direct Q2 experience will be considered in lieu of financial institution experience.
• Skills: High attention to detail; ability to conduct research, analyze findings, identify trends, and effectively report outcomes.
• Communication: Excellent written and oral communication and collaboration with internal and external stakeholders; demonstrated ability to translate technical concepts to diverse, non-technical audiences.
• Technical Skills: Knowledge of credit union software and IT systems; proficiency in Microsoft Office.
• Teamwork: Ability to contribute to a harmonious team dynamic; work independently and collaboratively.
• Flexibility: Flexibility and judgment to adapt in an ambiguous, ever-changing work environment; effective organization skills and ability to work on multiple projects simultaneously.

Preferred:

• Understanding of banking software and business practices
• Credit union experience
• Content or technical writing experience
• Experience with user acceptance testing (UAT)
• Interest in ADA compliance and access; language localization
• Bilingual in Spanish
• Experience with Symitar, LOS systems and other software supporting financial institutions

Why You'll Love Working Here:

• Comprehensive Benefits: Medical, dental, vision, disability, and life insurance, plus optional coverage for critical illness and legal support.
• Paid Time Off: Federal holidays, vacation, sick leave, and special paid days for birthdays and work anniversaries.
• Retirement Plans: 401(k) with company match and a pension plan to support long-term financial goals.
• Supportive Culture: A mission-driven team that puts people first and offers opportunities for growth.

Additional Requirements

• Good credit standing (verified prior to interview)
• Successful background check and drug screening upon offer