Senior Digital Journey Analyst

At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees. Part time positions start at a minimum of 30 hours per week.

We encourage you to become a part of VyStar Credit Union's family of employees.

Senior Digital Journey Analyst

ACCOUNTABILITY STATEMENT As the Digital Analytics Lead at VyStar Credit Union, you will be joining the Digital Member Experience (DMX) team working to deliver our vision to "develop and foster meaningful member relationships that empower and delight". The DMX team owns the experience for all member-facing digital initiatives; to include the marketing site, digital banking, member acquisition, account opening, and loan applications. The Role You will be responsible for providing actionable insights and recommendations using a variety of data sources and inputs for the Digital organization to influence the Digital strategy and achieve financial goals. You will work closely with Business, Digital, and Marketing teams to help prioritize product improvements and roadmaps, conduct exploratory analysis to identify pain points and innovation opportunities, conduct journey mapping activities, and quantify the value of customer behaviors, among many other things, to further accelerate and mature the capabilities of the Digital organization and improve the quality of the member experience. The ideal candidate is experienced in journey mapping and analysis, has an inquisitive and strategic mindset and a keen focus on the end-user experience

ESSENTIAL JOB FUNCTIONS:

• Conduct in-depth analyses and reporting across entire member journey and provide insights into member/user behavior to improve member acquisition, channel, campaign performance, and cost saves
• Execute analysis using the tools and data available relative to those member experiences, using both tool-based analytics and coding languages, like SQL, SAS, and Python
• Produce compelling visualizations and insights to tell the story of the journey
• Monitor performance, improve data integrity, develop and track against KPIs
• Define and set up event tracking, goals, and goal conversion funnel
• Set up segmentation to be leveraged for personalization
• Identify opportunities for enabling digital insights using existing or new tools

Digital Experience Evangelization

• Evangelize the importance of user experience and data to inform decisions and product development. Serve as a subject matter expert and trusted advisor across teams to provide holistic views into user journeys, KPIs, and conversions.

VyStar Excellence Behaviors
Demonstrates each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job.

• Focus - Focus your full attention by carefully listening to and observing your clients or member.
• Connect - Consistently be friendly and approachable. Demonstrate you care.
• Understand - Listen empathetically and ask questions (70% to 30%).
• Counsel - Recommend solutions based on your client's or member's needs and objectives.
• Advance - Ensure that member's or client's expectations were exceeded.
• Verify necessary follow-up actions were completed.

JOB QUALIFICATIONS:

Experience•

• 5+ years of journey/digital analytics experience
• 5+ years manipulating and analyzing large datasets and creating reports on one or more of the following platforms: Google Analytics (preferred), Power BI (preferred), RStudio, Power Pivot, Tableau, Qlik, Adobe Analytics
• 3 - 5 years experience setting up, managing, and maintaining Google Analytics properties
• 3 - 5 years experience implementing data layers for dynamic data collection
• Experience analyzing, interpreting, and visualizing data into clean, clear, and digestible dashboards and reports
• JavaScript, SQL, SAS, R, or Python experience.
• Proficient in Excel for dashboards, data analysis, and data visualization
• Experience writing advanced analytics code statements, models, and macros
• Knowledge of Digital Experience Analytics Platforms like Glassbox, FullStory, HotJar, Siteimprove, and UserTesting
• Knowledge of Tag Management Systems like GTM, Tealium, and Launch
• Knowledge of A/B testing platforms like Optimizely, AB Tasty, VWO, Google Optimize, and Convert
• Knowledge of customer data platforms like Segment, Tealium, Listrak, MX, and Lytic
• Understanding of attribution modeling

Skills

• Excellent communication, presentation and interpersonal skills to convey analytic findings, strategic implications and actionable recommendations to all levels of management and partners
• Strong problem solving, quantitative and analytical abilities
• Strong presentation skills, both written and verbal

Education

• Master's or Bachelor's degree (Mathematics, Statistics, or related discipline) with equivalent work experience in analytics-driven field such as consulting, finance, investment banking, or Eccomerce

DISCLAIMERS AND WORK ENVIRONMENT

Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management.

The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

As required or requested, may exert up to 20 pounds of force occasionally and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects.