The Digital Product Analyst aids in the deployment of new products and features across digital platforms, understanding customer needs to better serve them, overseeing digital channel usage and emerging tech trends. This role establishes best practices, security protocols, performance metrics, and processes for these channels. The position involves enhancing site traffic efficiency, ensuring an exceptional member experience with easy access to information and task execution, and maintaining the digital presence as a showcase aligning with the requirements of members, staff, and the organization.
Expected Outcomes- Enhanced user experience achieved through removing pain points. Member experience is enhanced as result of product and service optimization.
- Product backlog and relevant documentation are accurately maintained and accessible to relevant internal and external stakeholders.
- Processes and procedures that inform security and privacy guidelines, and additional pertinent protocols and assessments for the digital channels are accurately documented and communicated with a strong focus on the digital member experience.
- User interaction, retention, and overall engagement with products are articulated through relevant engagement metrics.
- Higher product conversion rates are achieved through understanding user behavior.
- Internal and external stakeholders deliver on requirements as agreed upon. Clear definition of deliverables ensures products and features meet digital roadmap business objectives.
- Decisions are driven by data.
- Market and competitor insights influence product and services enhancements.
Capability Requirements - Bachelor's degree or equivalent relevant professional experience required.
- Minimum 5 years of experience in financial services with a focus on member experience.
- Minimum 3 years in a leadership capacity.
- Familiarity with member facing digital platforms such as Online Banking, Mobile Banking, online new membership workflow, online account sales and the vendors that support them.
- Demonstrated experience with online member feedback tools
- Demonstrated experience in member needs analysis and crafting unique solutions to meet those needs.
- The ability to interact directly with members as needed.
- Strong knowledge of consumer banking, inclusive of deposit and loan products.
- Excellent verbal, listening, interpersonal, and oral/written communication skills.
- Ability to form and maintain positive relationships with all levels of the organization.
The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all outcomes, responsibilities and qualifications required of employees assigned to this job.
Required Statement Sections- Physical Demands of Position: While performing the duties of this position, the employee is required to sit, stand and walk, use hands and fingers. The employee occasionally must reach above and below shoulder level, and lift/push/pull and /or carry up to 10 pounds.
- Environmental/Working Conditions: Works in a typical administrative setting with climate control and appropriate lighting. Travel to branches requires exposure to outdoor and traffic conditions.
- Equipment Used: Variety of office equipment (telephone, printer, pc, mobile devices, etc.)
