Job Description

Why join this team

Support business transformation initiatives across the organization. Collaborate to drive strategic initiatives to optimize business processes, enhance member experience, and improve performance. Assess operations, identify opportunities for improvement, and implement solutions that align with UNFCU’s objectives.

This position is expected to be hybrid.

NYC Salary Range - $110,894 - $130,000 annually; compensation is commensurate to geographic location

What you'll do

• Regardless of seniority or role, uphold UNFCU’s mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors.
• Conduct complex analysis of current state and future state processes.
• Develop and maintain business process models to foster a shared understanding among teams.
• Identify actionable insights from analysis that drive improvements, solutions, and innovations.
• Apply Center of Excellence best practices to design customer journey models and document comprehensive end-to-end customer experiences.
• Recommend improvements to business processes and customer journeys that align with organizational strategy.
• Collaborate with member experience teams to gather qualitative and quantitative measures to identify opportunities.
• Lead and facilitate collaborative sessions between technical and non-technical stakeholders to ensure alignment and progress.
• Provide support for go-live activities, address production issues, and conduct post implementation reviews to ensure successful outcomes and capture key findings.
• Promote industry standard process architecture and a culture of data centric decisions.
• Remain informed on emerging trends, tools, processes, and technologies that can enhance the efficiency and effectiveness of transformation efforts.
• Oversee the evaluation, creation, publication, and maintenance of documentation for requested changes from business units, ensuring internal teams are notified of updates.
• Provide support with internal requests from management or other departments as needed.
• Generate and deliver reports to management and staff from various database sources efficiently.
• Manage the technical administration of designated systems, including configurations and user administration as needed.
• Participate and conduct system, product, or solution testing.
• Develop training materials, knowledge transfer documents, proposals, project plans, memos, presentations to support the use of new solutions and products.
• Provide support for Business Continuity Planning activities related to specific applications and business units.
• Assist with research and analysis to address audit and examination findings.
• Cross train designated personnel to ensure effective backup coverage.
• Participate in Credit Union training and development programs.
• Attend vendor conferences and present findings to IT department and business units.
• Perform additional responsibilities as assigned and as business needs evolve.
• Ensure compliance with federal and state laws and regulations and UNFCU’s Code of Ethics & Business Conduct.

What we're seeking

• Bachelor’s degree in management information systems, corporate communications, or equivalent
• 2 years of experience in customer journey modeling
• 4 years of experience in process analysis and improvement
• Strong analytical ability and problem-solving skills
• Ability to work independently and within a team environment to complete assigned projects in a timely manner
• Must be a critical thinker

What makes you stand out

• Experience using SQL and Excel for data analysis
• Familiarity with software application use cases and support
• Knowledge of business process modeling notation (BPMN 2.0)

Who we are

UNFCU is a global not-for-profit financial institution that serves the UN community. We are committed to providing peace of mind to our members and colleagues and strive to achieve service excellence in all that we do. The best part of UNFCU is the people. Those that choose to work with us often find personal fulfillment, professional growth and a purposeful culture.

UNFCU is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. UNFCU prohibits discrimination and harassment of any type. All applicants will be considered for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by country, federal, state or local laws