UX Specialist

📍 Job Overview

Job Title: UX Specialist

Company: Truliant Federal Credit Union

Location: Winston-Salem, NC, United States

Job Type: FULL_TIME

Category: User Experience / Digital Product Operations

Date Posted: 2026-04-30T00:00:00

Experience Level: Mid-Level (3+ years)

Remote Status: Hybrid (On-site presence required in Winston-Salem, NC)

🚀 Role Summary

• Drive the creation and enhancement of seamless, intuitive digital member experiences across Truliant's online and mobile banking platforms, digital account opening, and money movement services.

• Champion the voice of the member by conducting rigorous usability testing, user research, and data analysis to identify pain points and opportunities for improvement.

• Collaborate cross-functionally with product managers, business stakeholders, and third-party vendors to translate member insights into actionable design recommendations and ensure successful product launches.

• Advocate for accessibility standards (WCAG, ADA) and inclusive design principles, ensuring digital platforms are usable by all members.

• Continuously monitor member feedback channels and analytics to proactively identify and address friction points in the digital journey, fostering deeper member engagement and satisfaction.

📝 Enhancement Note: The role is positioned as a "UX Specialist" with a focus on digital member experiences within a credit union environment. This implies a strong emphasis on translating user needs into practical digital solutions for financial services, requiring a blend of research, design advocacy, and cross-functional collaboration. The hybrid nature suggests a need for strong communication and project management skills to maintain alignment across teams.

📈 Primary Responsibilities

• Plan, conduct, and analyze results from usability tests, user research sessions, and heuristic evaluations to identify issues and opportunities within digital platforms such as online/mobile banking, payments, account opening, and loan origination.

• Assist in the testing and validation of new digital products, services, and system enhancements, ensuring quality, usability, and alignment with member needs before deployment.

• Participate in system issue resolution by helping to replicate, document, and evaluate member-impacting problems, providing data-driven recommendations for fixes.

• Coordinate and collaborate with third-party vendors on user testing initiatives, feedback collection, and evaluation of vendor-provided solutions for usability and accessibility compliance.

• Analyze qualitative and quantitative data from various sources (e.g., analytics, surveys, feedback channels) to generate actionable insights that inform design decisions and product strategy.

• Act as a key advocate for best-in-class member experience throughout the product lifecycle, ensuring user needs are prioritized in discussions with product managers, IT, marketing, and other business units.

• Document and present user research findings, journey maps, personas, and design recommendations to stakeholders in a clear, compelling, and persuasive manner.

• Ensure all digital platforms adhere to current accessibility standards (WCAG 2.1 AA, ADA) and promote inclusive design practices across the organization.

• Partner closely with Digital Product Managers to validate new features and enhancements through user testing, pilot programs, and feedback loops.

• Proactively monitor member feedback channels and digital analytics to identify and address friction points in the user experience, aiming to reduce abandonment rates and increase conversion.

• Stay abreast of emerging UX trends, digital banking best practices, and innovative financial technologies, bringing forward forward-thinking ideas to enhance member engagement and loyalty.

📝 Enhancement Note: The responsibilities highlight a hands-on role in user research and testing, with a direct impact on product development within the financial services industry. The emphasis on collaboration with vendors and internal teams suggests a need for strong communication and negotiation skills. The requirement to advocate for members and accessibility underscores the ethical and user-centric nature of the role.

🎓 Skills & Qualifications

Education: Bachelor’s degree in Human-Computer Interaction, User Experience, Psychology, Information Design, or a related field; or equivalent practical experience.

Experience: 3+ years of experience in UX research, usability testing, or UX design, with a preference for experience within financial services or digital products.

Required Skills:

• Proven ability to analyze data and member usage patterns to identify UX issues and translate findings into actionable design improvements.

• Strong knowledge of UX/UI design principles, user journey mapping, and human-centered design methodologies.

• Demonstrated empathy and a strong commitment to understanding and advocating for member needs and perspectives.

• Excellent verbal and written communication skills, with the ability to articulate complex research findings and recommendations effectively, including storytelling through data.

• Familiarity with digital banking platforms, fintech solutions, and emerging technologies relevant to financial services.

• Proven ability to collaborate effectively with cross-functional teams (e.g., Product Management, IT, Marketing) and external vendors.

• Strong organizational skills and meticulous attention to detail, with the capacity to manage multiple priorities and projects simultaneously.

• Commitment to continuous improvement and proactive learning to stay current with industry trends and best practices in UX.

• Understanding of security, compliance, and accessibility considerations (WCAG, ADA) related to digital experiences.

• Ability to comprehend business processes within a credit union and the underlying technologies supporting them.

Preferred Skills:

• Experience in the financial services, banking, or credit union industry.

• Experience with specific UX research and design tools (e.g., Figma, Sketch, Adobe XD, UserTesting.com, Hotjar).

• Familiarity with A/B testing methodologies and data analytics platforms (e.g., Google Analytics).

• Experience developing and presenting UX case studies that demonstrate measurable impact.

📝 Enhancement Note: The required skills emphasize a blend of technical UX expertise, strong analytical and communication abilities, and a deep understanding of user advocacy. The preference for financial services experience and familiarity with specific tools like Visio suggests a need for practical application within a regulated industry. The emphasis on understanding business processes and underlying technologies indicates a requirement for operational awareness beyond pure design.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase at least 2-3 detailed case studies demonstrating end-to-end UX research and design processes for digital products, ideally within financial services or a related regulated industry.

• For each case study, clearly outline the problem statement, research methodology, user insights gathered, design solutions proposed, and the impact of those solutions (quantifiable metrics preferred).

• Include examples of user journey maps, wireframes, prototypes, and usability testing reports that illustrate your process and decision-making.

• Demonstrate experience in documenting and presenting UX findings and recommendations to diverse stakeholder groups, including product managers and business leaders.

Process Documentation:

• Evidence of creating and maintaining UX documentation, including research plans, test scripts, user personas, and journey maps.

• Examples of how you have used data analysis and user feedback to iterate on and optimize existing digital processes or workflows.

• Demonstrations of collaboration with development teams to ensure design specifications are accurately implemented and that user experience is maintained throughout the development cycle.

📝 Enhancement Note: A strong portfolio is critical for this role, showcasing not just design skills but also a robust understanding of the UX research process, data-driven decision-making, and the ability to articulate impact. For a credit union, demonstrating an understanding of compliance, security, and accessibility is also paramount. The emphasis on process documentation indicates a need for structured thinking and a methodical approach to UX work.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for a mid-level UX Specialist in the Winston-Salem, NC area, with 3+ years of experience, the estimated salary range is typically between $70,000 and $95,000 annually. This estimate considers the specific role responsibilities, the financial services industry, and the hybrid work arrangement.

Benefits:

• Comprehensive health coverage: No-cost employee Medical, Dental, and Vision insurance.

• Prescription drug benefits, including mail-order options.

• Generous Paid Time Off (PTO) and Paid Holidays.

• Robust retirement savings: 401(k) plan with employer contribution matching.

• Community engagement: Paid volunteer hours for community involvement.

• Financial security: Paid group life insurance, short-term, and long-term disability coverage.

• Professional development: Tuition reimbursement and significant teammate loan discounts.

• Health and wellness support: Health & Wellness program, Teledoc (physician video conferencing), on-site fitness facilities or health club reimbursement, and Employee Assistance Program (EAP).

• Flexible spending accounts: Medical and Dependent Care flexible spending accounts.

Working Hours: Standard full-time work hours are typically 40 hours per week. The role is hybrid, requiring in-office presence during core business hours, with potential for some flexibility.

📝 Enhancement Note: The salary estimate is based on research from reputable compensation data sources for UX Specialist roles in the specified geographic region and experience level, adjusted for the financial services industry. The provided benefits list is directly from the job description and is comprehensive, highlighting Truliant's commitment to employee well-being and professional growth.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Credit Union)

Company Size: Truliant Federal Credit Union is a significant credit union, typically employing between 1,000 and 5,000 teammates. This size indicates a stable organization with established processes, offering opportunities for structured career growth while maintaining a community-focused approach.

Founded: Truliant was founded in 1957, giving it a long history of serving its members and deep roots in the community. This longevity suggests a stable and member-centric organizational culture.

Team Structure:

• The UX Specialist likely belongs to a Digital Experience, Product Management, or IT department, potentially within a larger Digital Transformation or Member Solutions division.

• The team structure is expected to be collaborative, with direct reporting lines to a UX Manager, Digital Product Lead, or Director of Digital Strategy.

Methodology:

• A data-driven approach to decision-making, leveraging analytics, user research, and member feedback to inform strategy and product enhancements.

• Emphasis on human-centered design principles, prioritizing member needs and usability in all digital initiatives.

• Agile or hybrid methodologies are likely employed for product development and system enhancements, requiring adaptability and iterative design processes.

• A strong focus on compliance and security within the financial services sector, ensuring all digital solutions meet regulatory requirements.

Company Website: https://truliantfcu.org/

📝 Enhancement Note: Understanding Truliant's position as a credit union is key. This implies a member-first philosophy, a focus on community, and potentially a more conservative approach to innovation compared to agile fintech startups, but with a strong emphasis on trust and stability. The "teammate" terminology suggests a supportive and collaborative internal environment.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a Mid-Level UX Specialist. It requires independent execution of core UX research and design tasks, with some guidance on complex projects. The individual is expected to contribute significantly to strategy through data-driven insights and to mentor or guide junior team members or interns on specific projects. The scope of influence extends to key digital products that directly impact member engagement and operational efficiency.

Reporting Structure: The UX Specialist will likely report to a UX Manager, Director of Digital Product, or a similar leadership role within the Digital Experience or Product Development team. This position will involve close collaboration with Digital Product Managers and cross-functional teams.

Operations Impact: The UX Specialist has a direct impact on revenue generation and operational efficiency by improving the digital member experience. Enhanced digital platforms lead to increased member acquisition (digital account opening), higher engagement (online/mobile banking usage), reduced support costs (through intuitive self-service), and improved member retention and satisfaction. By identifying and mitigating friction points, the role directly contributes to a smoother operational flow for digital services.

Growth Opportunities:

• Specialization: Opportunity to deepen expertise in specific areas of UX, such as UX research methodologies, accessibility design, or UX strategy for financial products.

• Leadership: Potential to advance into a Senior UX Specialist role, leading larger projects, mentoring junior team members, or taking on team lead responsibilities.

• Product Management: Possible transition into a Digital Product Manager role, leveraging UX insights to define product roadmaps and strategy.

• Skill Development: Access to training, conferences, and certifications in UX, digital banking, and related technologies through the company's robust benefits package.

📝 Enhancement Note: The growth trajectory for a UX Specialist in a financial institution often involves deepening expertise in UX research and design, or moving into product management roles. The emphasis on data and member satisfaction suggests that demonstrating measurable impact will be key for career advancement. The hybrid nature might also offer opportunities to develop skills in remote collaboration and asynchronous communication.

🌐 Work Environment

Office Type: The role is hybrid, meaning it involves a combination of working remotely and from Truliant's office location in Winston-Salem, NC. This setup aims to balance flexibility with the benefits of in-person collaboration and team cohesion.

Office Location(s): The primary office location for this role is in Winston-Salem, NC. Specific details about the office facilities, such as proximity to public transport or parking availability, would need to be confirmed directly with Truliant.

Workspace Context:

• The office workspace is likely designed to foster collaboration, with shared team areas, meeting rooms, and potentially dedicated project spaces.

• Access to standard office technology, including reliable internet, computers, and relevant software, is expected.

• Opportunities for spontaneous interaction with colleagues from various departments (e.g., Product Management, IT, Marketing) are inherent in a hybrid environment that includes office days.

Work Schedule: A standard 40-hour work week is expected, with core business hours for in-office days to facilitate team collaboration and meetings. Flexibility may be offered for remote work days, subject to team and business needs.

📝 Enhancement Note: The hybrid work model is a key aspect of the work environment. Candidates should be prepared for regular in-office days, focusing on collaborative activities and team building, while also leveraging remote days for focused individual work. The "Teammate" culture suggests an environment that values internal relationships and shared experiences.

📄 Application & Portfolio Review Process

Interview Process:

• Application Screening: Review of resume and portfolio to assess qualifications and experience against role requirements.

• Initial Interview (Phone/Video): Typically conducted by an HR representative or hiring manager to gauge overall fit, discuss experience, and screen for key skills and cultural alignment.

• Portfolio Review & Technical Interview: A dedicated session where candidates present their portfolio, discussing specific case studies, methodologies, and demonstrated impact. This may involve problem-solving exercises or design challenges related to financial services UX.

• Cross-functional Interview: Meeting with key stakeholders (e.g., Product Managers, IT leads) to assess collaboration skills, communication style, and understanding of business context.

• Final Interview: May involve a discussion with a senior leader to confirm final fit and discuss compensation/benefits.

Portfolio Review Tips:

• Structure your case studies: Clearly define the problem, your role, the process you followed, the solutions you designed, and the measurable outcomes. Use visuals effectively to showcase wireframes, prototypes, and research findings.

• Highlight problem-solving: Emphasize how you identified user needs and business challenges, and how your UX solutions addressed them. Quantify impact wherever possible (e.g., increased conversion, reduced error rates, improved satisfaction scores).

• Showcase your process: Detail your research methodologies, testing procedures, and iterative design approach. Explain why you chose specific methods.

• Tailor to Financial Services: If possible, include projects that demonstrate an understanding of financial products, security, compliance, and the unique user needs in this sector.

• Be ready to discuss: Prepare to answer in-depth questions about your design decisions, research insights, and how you handle feedback and collaboration.

Challenge Preparation:

• Understand the context: Research Truliant Federal Credit Union, its mission, values, and current digital offerings. Identify potential UX challenges in the financial services industry.

• Practice UX problem-solving: Be prepared for hypothetical scenarios related to improving digital banking, account opening, or payment processes. Think about user needs, business goals, and technical constraints.

• Articulate your thought process: Clearly explain your approach to solving problems, focusing on user-centricity, data-driven insights, and iterative design.

• Prepare questions: Have thoughtful questions ready for the interviewers about the team, culture, challenges, and strategic priorities for digital experience at Truliant.

📝 Enhancement Note: The interview process is likely to be thorough, with a significant emphasis on the candidate's portfolio and their ability to articulate their UX process and impact, particularly within the context of financial services. Candidates should be prepared to demonstrate not just design skills but also strategic thinking and problem-solving capabilities relevant to the credit union's operations.

🛠 Tools & Technology Stack

Primary Tools:

• UX/UI Design & Prototyping: Figma, Sketch, Adobe XD (or similar industry-standard tools) for wireframing, prototyping, and visual design.

• User Research Platforms: UserTesting.com, Lookback, or similar for remote usability testing and participant recruitment.

• Data Analysis & Visualization: Tools like Google Analytics, Hotjar, or internal analytics platforms for understanding user behavior. Proficiency in MS Excel for data manipulation and analysis is required.

• Diagramming & Flowcharting: Visio for creating process flows, journey maps, and system diagrams.

Analytics & Reporting:

• Familiarity with web analytics tools to track user behavior, conversion rates, and engagement metrics on digital platforms.

• Ability to interpret reports generated by these tools and translate findings into actionable UX recommendations.

CRM & Automation:

• While not a direct CRM role, understanding how CRM systems (if used by Truliant for member data) impact the user experience and data collection is beneficial.

• Familiarity with the concept of workflow automation in digital banking (e.g., automated onboarding sequences, payment reminders) and how UX design can optimize these.

📝 Enhancement Note: The required tools list emphasizes practical UX design and research capabilities. The inclusion of Visio and MS Excel points to a need for strong documentation and analytical skills, common in operations-adjacent roles. Familiarity with analytics platforms is crucial for demonstrating the impact of UX improvements.

👥 Team Culture & Values

Operations Values:

• Member Focus: A primary value, driving all decisions to ensure the best possible experience and outcomes for Truliant's members. This means understanding member needs deeply and advocating for them.

• Service Excellence: A commitment to providing high-quality service, both internally to teammates and externally to members, reflected in the efficiency and usability of digital products.

• Guidance & Relationships: Emphasis on building trust and providing clear, straightforward financial solutions, which translates to intuitive and easy-to-understand digital interfaces.

• Community: A dedication to serving the local community, which underpins the member-centric approach and fosters a sense of shared purpose among teammates.

• Integrity & Trust: Essential in financial services, requiring a commitment to accuracy, security, and transparency in all digital interactions.

Collaboration Style:

• Cross-functional Integration: Proactive engagement with Product Management, IT, Marketing, and Compliance teams to ensure a unified approach to digital product development.

• Data-Informed Discussions: Using research findings and analytics to drive conversations and decisions, fostering a collaborative environment based on evidence.

• Constructive Feedback Culture: Openness to giving and receiving feedback on designs and research, with a focus on continuous improvement and achieving shared goals.

• Knowledge Sharing: Willingness to share insights, best practices, and learnings across teams to elevate the overall UX maturity of the organization.

📝 Enhancement Note: Truliant's stated values are deeply embedded in the credit union ethos. A successful candidate will demonstrate how their UX work aligns with these values, particularly member focus, service, and integrity. The collaborative style is crucial for a hybrid role where clear communication and mutual respect are paramount.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Innovation with Regulation: Navigating the need to adopt new digital technologies and user experience trends while adhering to strict financial industry regulations and security protocols.

• Cross-Departmental Alignment: Achieving consensus and seamless integration across multiple departments (IT, Marketing, Compliance, Operations) that may have differing priorities or perspectives on digital initiatives.

• Quantifying UX Impact: Effectively demonstrating the ROI and business impact of UX improvements within a traditional financial institution, often requiring robust data collection and analysis.

• Adapting to Evolving Member Expectations: Keeping pace with rapidly changing digital consumer expectations shaped by fintechs and other tech giants, while serving a diverse member base with varying levels of digital literacy.

Learning & Development Opportunities:

• Specialized UX Training: Access to courses, workshops, and certifications focused on advanced UX research techniques, accessibility design, or UX strategy in financial services.

• Industry Events: Opportunities to attend relevant conferences and webinars to stay current with UX trends, digital banking innovations, and regulatory changes.

• Mentorship Programs: Potential for mentorship from senior UX professionals or leaders within Truliant to guide career development and skill enhancement.

• Cross-Functional Exposure: Gaining a deeper understanding of different operational areas within the credit union through collaborative projects, broadening overall business acumen.

📝 Enhancement Note: The challenges presented are typical for UX roles in regulated industries like financial services. Candidates who can demonstrate resilience, strategic thinking, and a proactive approach to overcoming these hurdles will be highly valued. The growth opportunities are substantial, particularly for those looking to specialize or move into leadership within digital product development.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you used user research to significantly influence a product decision. What was the outcome?" (Focus on your process, data insights, and measurable impact.)

• "How would you approach designing a new feature for our mobile banking app, considering both user needs and regulatory compliance?" (Demonstrate your user-centric process, understanding of financial constraints, and problem-solving skills.)

Company & Culture Questions:

• "What interests you about Truliant Federal Credit Union and our mission to improve lives?" (Research their mission, values, and community involvement.)

• "How do you see your role contributing to our core values, particularly Member Focus and Service?" (Align your UX philosophy with their stated values.)

Portfolio Presentation Strategy:

• Storytelling: Frame your case studies as narratives, highlighting the problem, your journey of discovery, the solutions you crafted, and the tangible results achieved.

• Data-Driven Narrative: Weave in quantitative and qualitative data to support your insights and decisions. Show how data informed your design choices and how you measured success.

• Focus on Process: Clearly articulate your UX methodology – research, ideation, prototyping, testing, and iteration. Explain why you chose certain methods.

• Visuals are Key: Use high-quality visuals (wireframes, mockups, research summaries) to illustrate your work and make your presentation engaging.

• Be Prepared for Deep Dives: Anticipate detailed questions about your design rationale, research findings, and the challenges you faced in each project.

📝 Enhancement Note: Preparation should focus on demonstrating not just UX skills but also an understanding of the financial services context, Truliant's specific mission, and the ability to translate UX work into business impact. The portfolio presentation is a critical component, requiring a structured and compelling narrative.

📌 Application Steps

To apply for this UX Specialist position:

• Submit your application through the provided Workday link: https://truliantfcu.wd1.myworkdayjobs.com/External/job/Winston-Salem-NC/UX-Specialist_R1269

• Curate Your Portfolio: Select 2-3 of your strongest UX projects that best showcase your research, design, and problem-solving skills, ideally with relevance to financial services or digital platforms. Ensure each case study clearly articulates the problem, your process, your solutions, and the quantifiable impact.

• Tailor Your Resume: Highlight keywords from the job description, such as "UX research," "usability testing," "human-centered design," "digital banking," "accessibility," and "data analysis." Quantify your achievements with specific metrics whenever possible.

• Prepare Your Presentation: Practice walking through your portfolio case studies, focusing on clear storytelling, data articulation, and answering potential questions about your process and rationale. Be ready to discuss your understanding of Truliant's mission and values.

• Research Truliant: Thoroughly investigate Truliant Federal Credit Union's mission, values, products, and recent digital initiatives. Understand their target member base and the competitive landscape of credit unions and fintech.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.