Digital Banking Product Owner

Foresight Bank•Winnebago Township, IL

About The Position

The Digital Banking Product Owner is responsible for managing and enhancing the bank’s online and mobile banking services, focusing on customer and employee experiences, technical support, issue resolution, analyzing usage trends, and ensuring compliance with regulations. They drive digital transformation for the organization in collaboration with Commercial, Retail, IT, and Operations.

Requirements

HS Diploma or equivalent required.
Minimum 5 years working in banking including 2-3 years’ experience with digital banking.
Strong knowledge of digital banking, payments, and relevant technologies.
Understanding of bank operations, compliance, and security.
Self-user and promoter of electronic banking products.

Responsibilities

Collaborates closely with business line and department leaders on Digital Banking development initiatives.
Owns the entire lifecycle of digital banking channels, from ideation and development to ongoing maintenance and strategic evolution.
Conducts comprehensive market research to understand evolving customer needs and competitor strategies for both retail and commercial customers.
Proactive management and support for digital banking products across departments.
Identification of global and repetitive issues with vendor escalation for timely resolution.
Collaborates with bank staff to troubleshoot client issues with digital solutions by actively participating in calls and meetings both internally and with clients and/or vendors.
Facilitates client feedback integration with the branch teams to inform product development and improvement initiatives. Collaborate closely with the Project and Product Manager on the design and launch of new products and services.
Collaborates with Training and Development to create and implement digital banking training initiatives for bank employees and customers.
Continuously monitors and tests the bank's digital banking platforms to ensure optimal performance and timely escalates identified issues to appropriate vendors for swift resolution.
Proactively manages digital banking vendors to ensure adherence to performance standards and service level agreements (SLAs).
Tracks and analyzes the productivity of digital banking customers and product usage levels.
Documents user requirements, operating procedures, and guidelines for internal use.
Identify and update all associated job aids when changes in process or policy occur and communicate these changes to the team and/or work with marketing on customer communication of pending changes.
Participates in digital banking-related conferences, events, and training programs to maintain industry knowledge on product and service advancements available through digital channels.
Provide timely updates to management regarding significant client issues impacting digital channels and identify potential new product offerings for consideration.
Assist with corporate and departmental projects as assigned.
Assist with gathering and reviewing related audit documentation, copies, and reports as requested.
Identify and update all associated job aids when changes in process or policy occur and communicate these changes to the team.
Maintain strict confidentiality of all customer records and personal information.
Perform other such duties as assigned.
Maintain compliance with and adhere to all state and federal regulations and bank policies and procedures, including, but not limited to Bank Secrecy Act, FACT ACT, Community Reinvestment Act, and EEO/AA/Fair Employment Practices.