Product Analyst - Digital Banking

Hybrid - One day a week onsite in Edgewood, MD

The Digital Banking Product Analyst supports the Digital Banking Product Owner in facilitating an excellent digital experience in online and mobile banking that rivals top-tier digital brands. This role is responsible for optimizing digital banking for members and prospects alike by understanding and elevating member journeys including onboarding, transacting, and promotion and adoption of new products and services.

Key Responsibilities

• Support oversight of third-party digital banking providers by monitoring performance, identifying issues, and ensuring platforms operate as expected
• Assist in managing Agile-based projects related to digital applications by coordinating tasks, tracking progress, and facilitating cross-functional collaboration
• Provide budgetary support by tracking expenses and preparing recommendations for enhancements and upgrades
• Act as a secondary escalation point for member-impacting issues such as bugs or service disruptions, assisting in resolution and documentation
• Analyze and report on digital money movement and payment activity to identify trends, optimize workflows, and support platform improvements
• Track and coordinate regular UX, mobile app, and adapter updates to ensure alignment with technology trends and security standards
• Assist in monitoring accessibility, security, and regulatory compliance across digital banking platforms through audits and reporting
• Contribute to the development of a seamless digital member experience by analyzing data, identifying pain points, and recommending improvements by listening to members and front-line team members
• Conduct research on market trends, member behavior, and regulatory changes to inform product owner decisions
• Maintain vendor relationship documentation and assist in coordinating meetings, tracking deliverables, and ensuring strategic alignment
• Support implementation and analysis of digital tools that help members improve financial wellness
• Promote a collaborative team environment by communicating openly, sharing insights, and supporting cross-functional problem-solving
• Stay informed on emerging technologies and their potential impact on digital banking operations and member experience
• Pursue ongoing professional development through training, certifications, industry networking, and technical publications
• Perform other duties as assigned to support the digital banking team and broader organizational goals
• Continue technical professional development through seminars, workshops, membership in technical and professional organizations, and through reading technical publications and journals. Network with others in the credit union industry and interface with vendors.
• Maintain certification requirements and work towards acquiring new certifications as required.
• Perform other related duties as assigned.

Measurements

• Track KPIs related to usage and digital banking performance, including up-time, MSAT score, number of active vs. inactive users, usage, and adoption of key features and services
• Assist in managing the Digital Experience dashboard to quickly identify key metrics of digital banking performance and create visibility across the organization
• Track usage of financial health tools and digital features; work with stakeholders to identify a need for campaigns that increase awareness and adoption

Qualifications

• Bachelor’s Degree in Information Technology or related field is required. Experience can be credited in lieu of education.
• Specialized training pertaining to the system in place. Product Owner certification preferred.
• Four to six years of experience with a financial institution required. Education may be substituted in lieu of experience.
• Proven collaborator between business and technical areas.
• Strong understanding of member banking relationships, products, and digital banking solutions.
• 2 years experience in digital product management.