UX/CX Specialist - Remote

Overview

The UX/CX Specialist is responsible for delivering a seamless customer experience across all stages and touchpoints in a customer journey and helping the bank continually achieve greater customer satisfaction, increased efficiency, and profitability through their digital channels.

In Short

• Manage and maintain Mascoma Bank’s website to ensure product, service, and marketing content remains current, accurate, and accessible.
• Continually improve the accessibility, security, and usability of Mascoma Bank’s website and digital products.
• Identify digital experience opportunities through customer insight, feedback, and research.
• Leverage SEO and content strategies to drive personalized digital experiences.
• Support digital product teams by representing the customer voice.
• Research emerging digital experiences and stay current on Web and UX industry trends.
• Adhere to all written policies and procedures of Mascoma Bank.
• This job description provides a general overview of the role.

Requirements

• A minimum of 3 years of experience in UX design, website management, or customer service.
• Proficiency in CX/UX Practices (e.g., needs analysis, journey mapping, persona development).
• Experience with content management systems (CMS) like WordPress, Drupal, or Joomla.
• Experience with HTML, CSS, and JavaScript.
• Familiarity with web analytics tools (e.g., Google Analytics, Hotjar).
• Familiarity with SEO principles and best practices.
• Familiarity with WCAG 2.0 and web accessibility standards.
• Great, positive attitude and likes to work with people.
• Ability to maintain confidentiality and privacy of customer information.

Benefits

• Strong culture of belonging with a team that values creativity and innovation.
• Community-minded; caring about employees and the communities served.
• Competitive compensation.
• Flexible work environment with onsite, remote, and hybrid opportunities.
• Career development and internal mentorship.
• Comprehensive health care, dental care, and vision.
• 401(K) Program with employer match.
• Generous PTO starting at 22 days per year.
• Tuition Reimbursement.
• Student Loan Paydown and more!