Digital Product Analyst

BLACK HILLS FEDERAL CREDIT UNION•Rapid City, SD

2d•Remote

About The Position

Responsible for performing skilled technical work within digital banking support, initiatives, and projects through issue remediation, project support, product implementation activities, and research efforts. This position contributes to the delivery of exceptional and innovative member experience across all digital channels at the Credit Union.

Requirements

Knowledge of mobile applications and responsive web technologies, including iOS and Android platform differences, security considerations, payments, remote deposit capture (RDC), and notification services.
Knowledge of internet security methods, communication protocols, and best practices related to digital banking platforms.
Knowledge in the application of APIs such as SOAP and REST based integrations.
Knowledge of Single Sign-On (SSO) configurations and authentication standards, including SAML and OIDC.
Knowledge of the interoperability of all major web browsers.
Knowledge of project management principles, methodologies, and standards, including participation in project planning and execution activities.
Knowledge of banking products, services, regulations, and industry practices.
Ability to demonstrate analytical and problem-solving skills, evaluate information, and support digital channel initiatives that align with business objectives.
Ability to communicate effectively and build strong relationships with internal teams and technology partners to address technical issues, define requirements, and support system functionality.
Ability to troubleshoot complex, multi-faceted technical support issues.
Ability to work independently on assigned tasks, manage priorities, organize workload, and meet established deadlines.
Ability to understand and follow complex written and oral instructions.
Ability to comprehend complex functions and procedures and to be able to disseminate that knowledge in a clear and understandable format to others.
Ability to express oneself, clearly and concisely, both orally and in writing.
Experience in a digital support and/or digital experience role.
Experience with web-based service and online technologies.
Experience in the financial services industry and/or a credit union environment is considered an asset.
3+ years’ combined experience in financial services, project management, product development/support or a closely related field is required (for Digital Product Analyst I).
5+ years’ combined experience in technical financial services, project management, product development/support or a closely related field is required (for Digital Product Analyst II).
Bachelor's degree in business, technology, or a related field; with 5+ years’ combined experience in technical project management, product development/support or a closely related field is required (for Senior Digital Product Analyst).
Equivalent work experience may be considered in lieu of a four-year degree; MS/MBA beneficial (for Senior Digital Product Analyst).
Experience with web-based services, online technologies, and user interface design.

Nice To Haves

MS/MBA beneficial (for Senior Digital Product Analyst).

Responsibilities

Support and coordinate digital banking roadmap initiatives, platform enhancements, and technical changes across online banking, mobile banking, onboarding, and payment platforms.
Gather, analyze, and document business and user requirements for digital initiatives.
Maintain a strong understanding of digital banking platforms and their features and functionality.
Collaborate with internal teams, including Payment Operations, Member Experience, Marketing, Compliance, and IT, to support the planning, testing, and implementation of digital platform updates and enhancements.
Assist with project-related activities as assigned.
Participate in development and enhancement projects to ensure solutions align with business requirements and user expectations.
Plan and execute user acceptance testing and recommend process improvements, efficiencies, and automation opportunities across digital channels.
Research emerging digital banking technologies and FinTech industry trends and products.
Conduct competitive analysis and provide recommendations that support revenue growth, operational efficiency, channel optimization, and enhanced member experience.
Provide support for digital banking services and assist with issue resolution.
Coordinate with vendors and internal teams to track support cases, communicate updates, and escalate issues as needed.
Track, analyze, and support initiatives that improve member adoption, utilization, and overall engagement with digital banking services.
Collect, analyze, and summarize member feedback to identify trends, pain points, and opportunities for service enhancements.
Perform other duties and responsibilities as assigned by the Digital Services Manager or VP of Innovation.