UX Specialist

📍 Job Overview

Job Title: UX Specialist

Company: Truliant Federal Credit Union

Location: Winston-Salem, NC, United States; Charlotte, United States

Job Type: Full-Time

Category: User Experience (UX) / Product Design Operations

Date Posted: April 16, 2026

Experience Level: Mid-Level (3+ years)

Remote Status: Hybrid

🚀 Role Summary

• This role is pivotal in enhancing the digital member experience across Truliant's platforms, focusing on online and mobile banking, payments, and account opening processes.

• The UX Specialist will champion member advocacy by conducting rigorous usability testing and research to identify and resolve friction points in digital journeys.

• This position requires a strong analytical approach to interpret qualitative and quantitative data, translating insights into actionable design improvements and strategic product decisions.

• Collaboration is key, as the specialist will work closely with product managers, business stakeholders, and third-party vendors to ensure seamless, accessible, and intuitive digital solutions that drive member engagement.

📝 Enhancement Note: While the title is "UX Specialist," the responsibilities heavily lean towards User Experience Research and Product Design Operations within a financial services context. The emphasis on testing, data analysis, and cross-functional collaboration aligns with operations-focused roles that bridge design and implementation.

📈 Primary Responsibilities

• Usability Research & Testing: Plan and execute usability tests, reviews, and research studies to identify issues and opportunities for enhancing digital experiences across online/mobile banking, payment services, digital account opening, and loan origination platforms.

• Quality Assurance & Validation: Participate in testing and validation of new digital products, services, and system enhancements, ensuring alignment with member needs and accessibility standards (WCAG, ADA).

• Issue Resolution Support: Assist in system issue resolution by replicating, documenting, and evaluating member-impacting problems, providing actionable recommendations for fixes.

• Vendor Collaboration: Coordinate with third-party vendors on user testing, feedback gathering, and evaluation of vendor-provided digital solutions for usability and accessibility compliance.

• Data Analysis & Insight Generation: Analyze qualitative and quantitative data from member feedback channels and analytics to generate actionable insights that inform design decisions and digital product roadmaps.

• Cross-Functional Collaboration: Partner with Digital Product Managers, business stakeholders, and development teams to advocate for best-in-class member experiences throughout the product lifecycle.

• Documentation & Presentation: Clearly document and compellingly present research findings, user journeys, and design recommendations to various stakeholders.

• Accessibility & Inclusivity: Support and ensure adherence to accessibility standards (WCAG, ADA) across all digital platforms, promoting inclusivity for all members.

• Member Feedback Monitoring: Proactively monitor member feedback channels and digital analytics to identify and address friction points in the user experience.

• Innovation & Best Practices: Stay current with UX trends, digital banking best practices, and emerging financial technologies, proposing innovative ideas for member engagement enhancement.

📝 Enhancement Note: The responsibilities highlight a blend of tactical execution (testing, validation) and strategic input (data analysis, advocacy). The emphasis on financial services platforms and accessibility standards is crucial for operations professionals targeting this role.

🎓 Skills & Qualifications

Education:

Experience:

• Minimum of 3 years of experience in UX research, usability testing, or UX design.

Required Skills:

• UX Research & Design Principles: Deep understanding of UX/UI design principles, journey mapping, and human-centered design methodologies.

• Usability Testing: Proven ability to plan, conduct, and analyze usability tests and user research.

• Data Analysis: Proficiency in analyzing qualitative and quantitative data to derive actionable insights and inform design decisions.

• Empathy & Member Advocacy: Strong empathy and a genuine desire to understand and advocate for member needs and perspectives.

• Communication Skills: Excellent verbal and written communication skills, with the ability to articulate findings and recommendations clearly and persuasively, including storytelling through data.

• Digital Banking Familiarity: Knowledge of digital banking platforms, fintech solutions, and emerging technologies within the financial sector.

• Cross-Functional Collaboration: Demonstrated ability to collaborate effectively with product managers, business stakeholders, and technical teams.

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

• Continuous Improvement Mindset: Commitment to continuous learning and staying current with industry trends and best practices in UX.

• Business Process Understanding: Ability to understand credit union business processes and the underlying technologies supporting them.

• Microsoft Office Suite: Proficiency in Visio, MS Word, PowerPoint, Outlook, and MS Excel.

Preferred Skills:

• Experience in financial services, banking, or credit unions.

• Familiarity with security, compliance, and accessibility considerations (WCAG, ADA) in digital experiences.

• Experience working with third-party vendor integrations and evaluating their user experience.

📝 Enhancement Note: The emphasis on "business processes within the credit union" and "underlying technologies" signals a need for operational understanding beyond pure design. Proficiency in Visio, in addition to standard Office tools, is a specific requirement.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies: Showcase 2-3 detailed case studies demonstrating your UX research and design process from problem identification to solution implementation and impact.

• Research Methodology: Clearly articulate the research methods used (e.g., usability testing, interviews, surveys) and the rationale behind their selection for each project.

• Data-Driven Insights: Provide examples of how you analyzed qualitative and quantitative data to uncover user needs and inform design decisions.

• Problem-Solving Examples: Illustrate how you translated research findings into tangible design improvements or product enhancements that addressed specific member pain points.

• Cross-Functional Collaboration Examples: Highlight instances where you successfully collaborated with product managers, developers, or other stakeholders to implement UX recommendations.

Process Documentation:

• Workflow Design: Demonstrate an understanding of designing and documenting user workflows and journeys, particularly within digital financial platforms.

• Testing Protocols: Show examples of well-defined usability testing protocols, including participant recruitment, task design, and data collection methods.

• Accessibility Compliance: Evidence of incorporating accessibility standards (WCAG, ADA) into the design and testing process.

📝 Enhancement Note: For a UX Specialist role with operations responsibilities, a portfolio should not just showcase aesthetics but demonstrate a robust process for research, analysis, and collaboration that leads to measurable improvements. Highlighting data analysis and problem-solving within the credit union context will be crucial.

💵 Compensation & Benefits

Salary Range:

Benefits:

• Comprehensive Health Coverage: No-cost employee Medical, Dental, and Vision coverage.

• Prescription Benefits: Including mail-order options.

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

• Retirement Savings: 401(k) plan with employer contribution matching.

• Community Engagement: Paid community involvement volunteer hours.

• Insurance: Paid group life insurance, short-term, and long-term disability.

• Financial Perks: Teammate loan discounts and tuition reimbursement.

• Wellness & Support: Health & Wellness program, Teledoc (physician video conferencing), onsite 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 week, likely 40 hours. While the role is hybrid, specific in-office days will be determined by team needs and management. Flexibility may be offered based on project demands and individual performance.

📝 Enhancement Note: The salary range is an estimate based on typical market data for similar roles in the specified locations and industry. The benefits package is extensive and directly listed in the job description.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Credit Union)

Company Size: Truliant Federal Credit Union is a significant credit union, typically employing between 1,000-5,000 individuals, indicating a substantial organization with established processes but also potential for agility.

Founded: Truliant Federal Credit Union was founded in 1952, signifying a long-standing history and stable presence in the financial sector, likely fostering a culture that values tradition, member trust, and community impact.

Team Structure:

• Digital Experience Team: The UX Specialist likely reports into a Digital Experience, Product Management, or IT department.

• Cross-Functional Collaboration: Expect close collaboration with Digital Product Managers, IT teams, marketing, compliance, and potentially front-line staff who interact with members.

• Reporting: The role will likely report to a UX Manager, Director of Digital Products, or a similar leadership position overseeing digital strategy and member experience.

Methodology:

• Member-Centric Approach: Truliant's mission and core values heavily emphasize "Member Focus," "Service," and "Guidance," indicating a strong commitment to understanding and serving member needs in all operations.

• Data-Driven Decisions: The role's focus on research, testing, and analytics suggests a company culture that values data-informed decision-making for product development and process improvement.

• Continuous Improvement: The mention of staying current with UX trends and bringing forward innovative ideas points to a culture that encourages ongoing refinement of digital offerings.

Company Website: https://truliantfcu.org/

📝 Enhancement Note: The company's history and stated values provide strong context for the UX Specialist's role. Understanding the credit union model—member-owned and service-focused—is key to succeeding in this position.

📈 Career & Growth Analysis

Operations Career Level: This is a Mid-Level position, requiring a solid foundation in UX principles and practical experience. It's a step beyond entry-level UX roles, demanding a degree of autonomy in research and analysis.

Reporting Structure: The UX Specialist will likely report to a management-level individual within the Digital Product or Technology division, working closely with Product Managers. This structure offers exposure to strategic decision-making and project management.

Operations Impact: The role directly impacts member satisfaction, engagement, and operational efficiency by reducing friction in digital channels. Improved digital experiences can lead to increased adoption of self-service options, reduced call center volume, and ultimately, stronger member loyalty and retention.

Growth Opportunities:

• Specialization: Develop deeper expertise in specific areas like accessibility, information architecture, or UX research methodologies within financial services.

• Leadership: Transition into a Senior UX Specialist or UX Lead role, taking on more complex projects or mentoring junior team members.

• Product Management: Leverage UX insights and cross-functional experience to move into a Digital Product Manager role, shaping product strategy.

• Domain Expertise: Become a subject matter expert in digital banking and fintech within the credit union, advising on strategic initiatives.

📝 Enhancement Note: The growth opportunities are framed within a UX context but emphasize the operational impact and potential for career progression within a financial institution.

🌐 Work Environment

Office Type: Hybrid work environment, indicating a blend of remote work and in-office collaboration. This suggests Truliant embraces modern work practices while valuing face-to-face interaction for team cohesion and strategic discussions.

Office Location(s): The role is primarily based in Winston-Salem, NC, with potential for engagement with teams or operations in Charlotte, NC. This offers flexibility for candidates residing in either region.

Workspace Context:

• Collaborative Spaces: Expect shared workspaces designed for team collaboration, brainstorming sessions, and cross-functional meetings.

• Technology & Tools: Access to standard office technology, design software, research platforms, and the credit union's internal systems will be provided.

• Team Interaction: Opportunities for regular interaction with UX peers, product managers, and other stakeholders, fostering a supportive and knowledge-sharing environment.

Work Schedule:

• Generally, a standard 40-hour work week. The hybrid nature allows for some flexibility in managing personal and professional time, balancing remote productivity with in-office collaboration needs.

📝 Enhancement Note: The hybrid nature is a key aspect of the work environment, requiring candidates to be comfortable with both remote and in-office responsibilities.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A brief HR or recruiter call to assess basic qualifications, cultural fit, and interest.

• Hiring Manager Interview: A deeper dive into your experience, skills, and understanding of UX principles, particularly within financial services. Expect behavioral questions and scenario-based inquiries related to the responsibilities.

• Portfolio Presentation: A critical stage where you will present selected case studies from your portfolio. Be prepared to walk through your process, highlight your contributions, explain your rationale, and discuss the impact of your work.

• Team/Stakeholder Interviews: Meetings with key cross-functional team members (e.g., Product Managers, IT leads) to assess collaboration skills and technical understanding.

• Final Interview: Potentially with a senior leader to discuss overall fit, strategic alignment, and long-term career aspirations.

Portfolio Review Tips:

• Focus on Impact: Showcase projects where your work led to measurable improvements (e.g., increased conversion rates, reduced error rates, improved user satisfaction scores).

• Demonstrate Process: Clearly articulate your end-to-end UX process, from research and ideation to testing and iteration.

• Highlight Collaboration: Provide examples of how you worked with others to achieve project goals.

• Tailor to Financial Services: If possible, include projects relevant to banking, finance, or similar regulated industries. Emphasize how you considered security, compliance, and accessibility.

• Tell a Story: Structure your case studies as narratives that highlight challenges, your approach, your actions, and the results.

Challenge Preparation:

• UX Case Study: You may be given a hypothetical problem or existing digital feature to analyze and propose improvements for. Focus on applying your research and design thinking process.

• Problem-Solving Scenarios: Be ready to discuss how you would approach common UX challenges in digital banking, such as improving account opening completion rates or simplifying payment processes.

• Accessibility & Compliance: Prepare to discuss how you ensure digital products meet WCAG and ADA standards.

📝 Enhancement Note: The interview process emphasizes a practical demonstration of UX skills through a portfolio presentation and potential case study. Understanding the specific context of financial services operations is vital.

🛠 Tools & Technology Stack

Primary Tools:

• UX/UI Design Software: Proficiency with tools like Figma, Sketch, Adobe XD, or similar for wireframing, prototyping, and visual design.

• Prototyping Tools: Experience with tools like InVision, Axure, or built-in prototyping features of design software.

• User Research Platforms: Familiarity with platforms for user testing, surveys, and feedback collection (e.g., UserTesting.com, Qualtrics, SurveyMonkey).

• Diagramming Tools: Required: Visio. Useful for process flows, journey maps, and system diagrams.

• Collaboration Tools: Microsoft Teams, Slack, or similar for team communication.

Analytics & Reporting:

• Web Analytics: Experience with tools like Google Analytics or Adobe Analytics to understand user behavior on digital platforms.

• Data Visualization: Familiarity with tools like Tableau or Power BI for analyzing and presenting data insights.

• CRM/Banking Platforms: Understanding of how CRM systems or core banking platforms store and present user data, even if not directly managing them.

CRM & Automation:

• Microsoft Office Suite: Comprehensive knowledge of Word, PowerPoint, Excel (for data analysis), Outlook, and Visio is explicitly required.

• Project Management Tools: Experience with tools like Jira, Asana, or Trello for managing tasks and workflows.

📝 Enhancement Note: The explicit mention of Visio and a strong emphasis on the Microsoft Office suite are key technical requirements. Familiarity with digital banking platforms and analytics tools is also critical.

👥 Team Culture & Values

Operations Values:

• Member Focus: A core value driving all decisions; the UX Specialist must consistently advocate for the member's perspective and needs.

• Service Excellence: Commitment to providing outstanding service, both internally to colleagues and externally to members, reflected in the quality and usability of digital products.

• Guidance: Empowering members with clear, intuitive financial solutions that guide them effectively.

• Relationships: Building trust and strong connections with members through reliable and user-friendly digital platforms.

• Community: Contributing positively to the financial well-being of the community through accessible and inclusive digital tools.

Collaboration Style:

• Cross-Functional Integration: Expect a collaborative environment where UX specialists work closely with product managers, developers, marketers, and compliance officers to ensure holistic product development.

• Data-Informed Dialogue: Discussions will likely be grounded in user research findings, analytics, and usability testing results, fostering objective decision-making.

• Constructive Feedback: An environment that encourages open feedback on designs, processes, and user experience improvements.

📝 Enhancement Note: The company's core values directly translate into expectations for the UX Specialist's approach to their work and collaboration.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Member Needs with Business/Technical Constraints: Navigating the complexities of financial regulations, security requirements, and internal system limitations while advocating for optimal user experiences.

• Translating Complex Financial Concepts: Simplifying intricate financial products and processes into intuitive digital interfaces for a diverse member base.

• Measuring UX Impact in a Regulated Industry: Quantifying the ROI of UX improvements within a sector where data collection and product changes are often subject to strict oversight.

• Keeping Pace with Fintech Innovation: Integrating emerging technologies and user expectations into a traditional financial institution's digital offerings.

Learning & Development Opportunities:

• Specialized UX Training: Opportunities to deepen expertise in areas like accessibility, UX strategy, and advanced research methodologies.

• Financial Services Domain Knowledge: Gaining in-depth understanding of credit union operations, regulatory environments, and member financial behaviors.

• Cross-Functional Exposure: Working closely with various departments to understand the broader business context and how UX contributes to organizational goals.

• Industry Conferences & Certifications: Potential for participation in UX or financial services technology conferences and relevant professional development.

📝 Enhancement Note: Understanding these challenges will help candidates prepare for potential interview questions and demonstrate their problem-solving capabilities.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to balance conflicting stakeholder requirements with user needs in a project. How did you resolve it?" (Focus on your negotiation, advocacy, and research validation skills.)

• "Walk us through your process for conducting a usability test for a complex feature, such as online loan origination or mobile payments." (Detail your planning, execution, analysis, and reporting steps.)

• "How do you ensure digital products are accessible to all users, including those with disabilities, and what standards do you adhere to?" (Discuss WCAG, ADA, and your practical application.)

Company & Culture Questions:

• "Based on our mission and values, how do you see the UX Specialist role contributing to Truliant's success?" (Connect your work to member focus, service, and community.)

• "Describe your experience working in a hybrid environment and how you maintain effective collaboration with remote and in-office colleagues." (Highlight your communication and organizational strategies.)

Portfolio Presentation Strategy:

• Select Relevant Projects: Choose 2-3 case studies that best demonstrate your UX research, problem-solving, and collaboration skills, ideally with some relevance to financial services or complex digital products.

• Quantify Impact: Whenever possible, use metrics to showcase the results of your work (e.g., "reduced task completion time by 15%", "increased conversion rate by 10%", "identified and recommended fixes for 20 usability issues").

• Focus on Your Role: Clearly articulate your specific contributions, especially in team projects.

• Be Prepared for "Why": For every decision you made (methodology, design choice, recommendation), be ready to explain the reasoning behind it, linking it back to user needs or business goals.

📝 Enhancement Note: Preparing specific examples that align with the company's values and the role's responsibilities will be crucial for success.

📌 Application Steps

To apply for this operations-focused UX Specialist position:

• Submit Your Application: Apply directly through the provided link on the Truliant Federal Credit Union careers portal.

• Curate Your Portfolio: Select 2-3 strong case studies that demonstrate your UX research, testing, analysis, and problem-solving process. Focus on projects with measurable outcomes and highlight your specific contributions. Tailor your portfolio to showcase experience relevant to financial services and digital platforms.

• Optimize Your Resume: Ensure your resume clearly highlights your years of experience in UX research/design, specific skills (e.g., usability testing, journey mapping, data analysis, WCAG/ADA), and any financial industry experience. Use keywords from the job description naturally.

• Prepare Your Narrative: Practice articulating your experience and portfolio projects concisely. Be ready to explain your UX philosophy, your approach to member advocacy, and how you collaborate effectively. Prepare answers to common behavioral and situational interview questions.

• Research Truliant: Thoroughly understand Truliant's mission, values, and services. Familiarize yourself with their digital offerings (website, mobile app) to better tailor your responses and demonstrate genuine interest.

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