Digital Product Analyst (Three Days Onsite Required)

Summit Credit Union•Village of Cottage Grove, WI

82d•Hybrid

About The Position

The Digital Product Analyst aids in deploying new products and features across digital platforms, understanding customer needs, overseeing digital channel usage, and monitoring emerging technology trends. The role establishes best practices, security protocols, performance metrics, and processes for digital channels. It focuses on improving site traffic efficiency, ensuring members can easily access information and complete tasks, and maintaining a digital presence that showcases the organization and meets the needs of members and staff. The role uses trend analysis and reporting to inform data-driven recommendations that improve sales, service, and operational performance. It contributes subject matter expertise and/or leadership to projects that improve key performance indicators, assesses operational practices and adherence to organizational standards through audits or observations, and helps ensure regulatory compliance and risk mitigation for member-held assets. It maintains accurate metrics reporting, incorporates market and competitor insights into enhancements, removes user pain points, optimizes products and services, and maintains an accessible and accurate product backlog and related documentation. The analyst works with internal and external stakeholders to clarify deliverables and ensure requirements support the digital roadmap and its business objectives. This position works in a typical administrative setting with climate control and appropriate lighting. Travel to branches involves exposure to outdoor and traffic conditions. Duties require sitting, standing, walking, using hands and fingers, occasional reaching above and below shoulder level, and occasionally lifting, pushing, pulling, and/or carrying up to 10 pounds. Equipment includes office equipment such as a telephone, printer, PC, and mobile devices.

Requirements

Bachelor’s degree or equivalent relevant professional experience.
At least 3 years of experience in financial services with a focus on member service, including 3 years in a leadership capacity.
Familiarity with member-facing digital platforms such as Online Banking, Mobile Banking, online new membership workflows, and online account sales, and with the vendors that support them.
Demonstrated experience with online member feedback tools.
Demonstrated experience analyzing member needs and crafting solutions to meet them.
Ability to interact directly with members as needed.
Strong knowledge of consumer banking, including deposit and loan products.
Excellent verbal, listening, interpersonal, and oral and written communication skills.
Ability to form and maintain positive relationships with all levels of the organization.

Responsibilities

Use trend analysis and reporting to make data-driven recommendations that improve sales, service, and operational performance.
Contribute subject matter expertise and/or leadership to projects that improve sales, service, and operational key performance indicators.
Assess operational practices, document findings, and check adherence to organizational standards through audits and/or observations.
Support adherence to regulatory requirements and mitigation of risk for member-held assets.
Report metrics accurately to support service level agreements and operational expectations.
Use market and competitor insights to inform sales, service, product, and service enhancements.
Improve user and member experience by removing pain points and optimizing products and services.
Maintain an accurate, accessible product backlog and related documentation for relevant stakeholders.
Work with internal and external stakeholders to ensure agreed requirements are delivered and deliverables are clearly defined in support of digital roadmap objectives.
Aid deployment of new products and features across digital platforms and oversee digital channel usage and emerging technology trends.
Establish best practices, security protocols, performance metrics, and processes for digital channels.
Improve site traffic efficiency and ensure members can easily access information and complete tasks.
Interact directly with members as needed.