General Summary

Under the direction of the Chief Product Development and Employee Engagement Officer, the Product Engagement Analyst supports the execution of the bank’s product and digital marketing initiatives while strengthening relationships with key clients and internal stakeholders. This hourly position combines proactive client outreach, product promotion support, digital marketing execution, and performance reporting. The Analyst plays an important role in enhancing employee comprehension, client satisfaction, product adoption, and collaborating across departments to ensure a consistent and high quality customer and employee experience.

Principal Responsibilities and Duties

• Conduct proactive client outreach including follow up calls, meetings, and participation in relationship building activities.
• Analyze customer data and behavior to identify digital marketing opportunities.
• Work with employee base to determine where product knowledge is lacking.  Once areas are identified, create and deliver training material to enhance product knowledge and usage.
• Review customer activity and engagement reports to identify opportunities for product education, service improvements, or relationship growth.
• Assist in addressing potential client attrition by coordinating outreach efforts when account activity suggests reduced engagement.
• Collaborate with Lenders, Branch Managers, Universal bankers, and Digital Banking personnel to support onboarding and ongoing client servicing.
• Support coordination and execution of marketing and digital campaigns promoting bank products and services.
• Monitor product performance metrics and prepare recurring analytics reports for leadership review.
• Assist with administration and promotion of the bank’s credit card program and merchant services, including vendor coordination, internal training support, and limited customer assistance.
• Support onboarding, promotion, and ongoing client education related to merchant services.
• Prepare reports summarizing client engagement trends, product adoption levels, and relationship development activities.
• Participate in client meetings, customer appreciation events, and community engagement initiatives as assigned.
• Coordinate with frontline and support teams to help maintain high service standards and timely resolution of client inquiries.
• Responsible for staying up to date on and complying with all applicable banking laws and regulations as well as CNB policies and procedures.
• Maintain regular and punctual attendance.
• Work cooperatively with others.
• Work overtime as needed. 
• Performs other duties as required or assigned which are reasonably within the scope of the duties in this job classification. 

Skills and Abilities Required

• Ability to handle most aspects of the job with little supervision.
• Ability to work under pressure while completing work in an accurate, timely, and high quality manner.
• Excellent interpersonal skills with the desire and enjoyment of independently engaging and talking to business professionals.
• Excellent written and oral communication skills and capability of handling sensitive and confidential information in a professional manner.
• Ability to review reports, spreadsheets, and documentation with strong attention to detail.
• Excellent knowledge of Microsoft programs such as Excel, Word, and Outlook as well as the capacity to learn and efficiently utilize various other computer programs, such as Canva, Photoshop and iMovie.
• Be adept at social media platforms and how to post/manage content effectively on internal platforms.

Certifications/Education and Experience

• Bachelor’s degree in Business, Marketing, Finance, or related field preferred; equivalent experience considered.
• Three to five years of banking, financial services, or client facing experience preferred.

Travel

• Limited local travel may be required for client meetings, volunteer activities, training sessions, or community engagement events. Reliable transportation may be necessary.

Working Conditions

• Indoor, in an office environment, with a typical 40-hour workweek.
• Considerable effort and eyestrain from continuous computer use.

Physical Requirements

• Occasionally move office equipment, and files weighing 10 pounds.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Ability to use auditory senses for answering telephone and hearing alarms.
• Must be able to remain in a stationary position for long periods of time to process work.