Product Analyst, MRM & AI Automation

Brief Description

About the Role:

The Product Analyst, MRM & AI Automation plays a role in advancing the credit union’s digital member experience through the strategic use of Member Relationship Management (MRM) and AI-driven automation. This role works closely with business and technology teams to help improve workflows, support automation initiatives, and enhance the overall member experience using the Creatio.ai platform.

The position combines business analysis, process improvement, reporting, and platform support to help deliver operational efficiencies, member engagement improvements, and service enhancements.

Scheduled Weekly Hours

40 hours per week; Monday – Friday; 8:30 – 5:30pm

What You’ll Be Doing

• Support the administration, enhancement, and ongoing optimization of the Creatio.ai MRM and automation platform
• Partner with business units to gather requirements, define use cases, and translate business needs into technical solutions
• Configure and improve workflows within Creatio.ai, including member journeys, service automation, and case management
• Identify opportunities for AI-driven automation and process improvements to enhance operational efficiency and member experience
• Develop dashboards, reports, and KPIs to measure platform performance and automation effectiveness
• Analyze member interactions, workflows, and operational data to identify trends and optimization opportunities
• Collaborate with technical teams to support integrations between Creatio and other internal or third-party systems
• Maintain and prioritize product backlogs aligned with strategic initiatives and organizational goals
• Serve as a liaison between business stakeholders and technology teams to support successful delivery and adoption of solutions
• Participate in platform training, release reviews, and continuous learning related to Creatio.ai and emerging AI technologies
  
  

You’re Perfect For This Role If You Have

• Bachelor’s degree in Information Systems, Business Administration, Data Analytics, or related field (or equivalent experience)
• Minimum of 2 years of experience in business analysis, product analysis, or CRM/MRM platform delivery
• Hands-on experience with CRM/MRM platforms such as Creatio, Salesforce, Microsoft Dynamics, ServiceNow, or HubSpot
• Experience working with workflow automation or low-code/no-code platforms
• Strong analytical skills with experience building dashboards, reports, and interpreting data
• Ability to translate business objectives into technical solutions and process improvements
• Experience collaborating cross-functionally with both business and technology teams
• Strong communication, problem-solving, and organizational skills in a fast-paced environment
• Interest or experience in AI automation, intelligent workflows, or business process optimization
• Financial services or credit union experience preferred
  
  

Who We Are

Bay Federal Credit Union was started in 1957 when local school teachers pooled their money together to start a credit union. This original vision and investment has grown into the area’s largest locally-owned financial institution, with nearly $1.6 billion in assets. Today, Bay Federal provides full service financial products and solutions to individuals and businesses in Santa Cruz, Monterey, and San Benito counties.

As a local, member-owned, not-for-profit financial cooperative, we are passionate about contributing to the community and being an integral part of its incredible story. Each year, our employees volunteer their time and donate their money to local non-profits, schools, and events. Our managers serve on local non-profit Boards of Director to be involved, understand challenges, and to make a real difference in the communities we serve.

From our founding as a teacher’s credit union, Bay Federal has continued our commitment to education. We offer annual student scholarships for members and offer a comprehensive array of solutions to support our member's financial wellness. Through online financial education course offerings, solutions for teachers and students, as well as special programs for youth, our financial wellness programs are free and available to the public. This is a small part of our work in creating thriving and vibrant communities!

We look forward to continuing our story, and hope that you will be a part of it!

Why You’ll Love Working at Bay Federal Credit Union

At Bay Federal, we believe that when our employees thrive, our members and community do too. We’re proud to offer a comprehensive benefits package and meaningful perks designed to support your well-being, growth, and success, both at work and beyond.

Comprehensive Benefits

• 401(k) Matching: We’ll match your contributions dollar-for-dollar up to 5% of your pay.
• Annual Bonus Eligibility: Share in our success through our annual bonus plan.
• Health Coverage That Cares: Choose from quality Medical, Dental, Vision, Life Insurance, and Long-Term Disability options.
• Employee Assistance Program: Receive up to six face-to-face sessions per person, per reason, for you and your household.
• Wellness Program: Holistic support for your physical, financial, and emotional health.
• Rocket Lawyer Legal Services: Company-sponsored program that provides legal documents, advice, and attorney assistance for a wide range of needs.
• Additional Options: Customize your coverage with Pet Insurance and Aflac supplemental plans.
  
  

Perks That Set Us Apart

• Recognized as the #1 Credit Union to Work For by Credit Union Journal.
• Named a Best Place to Work in the Bay Area by SF Business Times and Silicon Valley Journal.
• 11 paid Federal Holidays each year, so you can recharge and celebrate.
• Career Growth & Development:
• Access to industry-standard webinars and LinkedIn Learning courses.
• Leadership partnership with Cabrillo College – a 12-week program designed for emerging supervisors and managers.
• $1,500 Mac McCormac Employee Scholarship to support your education goals.
• Hybrid Work Environment: Enjoy flexibility with remote work opportunities and connect in person during our biannual All-Staff Meetings.
  

Bay Federal Credit Union is proud to offer a competitive, robust compensation and benefits package. Bay Federal considers many factors in determining base pay such as experience, education/training, internal peer equity, job location, and other business considerations when extending an offer. For Santa Cruz, CA only, the pay scale Bay Federal reasonably expects to pay for this position is $89,010 - $111,262 annually. Salaries are based on the geographic location in which you live if working remotely.

Bay Federal provides health care benefits, life and disability insurance, paid holidays and 401k with a company match to eligible employees; along with employee paid voluntary benefits. Paid time off is accrued per paycheck for eligible employees at a rate based on your tenure. Leaves of absences are available in adherence with state and federal regulations.

Bay Federal is committed to providing equal employment opportunity for all persons regardless of age, disability, national origin, race, color, religion, sex, sexual orientation, gender, gender identity or expression, pregnancy, veteran or military status, marital and civil partnership/union status, alienage or citizenship status, creed, genetic information or any other status protected by applicable federal, state, or local law. Bay Federal is at at-will employer.

For CCPA's requirements regarding security practices and procedures, please see our privacy page here (https://www.bayfed.com/privacy). Bay Federal Credit Union takes our obligation to keep our member's data safe and secure and adhere to industry standard best practices.