Digital Product Analyst

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We’re always looking for bright individuals to join our growing organization. As a part of the First Financial Family, we will invest in your development and provide a dynamic work environment where you’re challenged, valued and empowered every day. We strive to be the best destination for the industry’s top talent, creating a diverse, collaborative workplace that celebrates innovation and change. We are one team, working together to get things done.

Job Description:

OFFICE LOCATION:

Abilene, Texas, United States

*This is an in office position.

SCOPE/CONTACTS:

In this role, you will help manage and maintain the Consumer Digital Banking Channels and Digital Banking Platform.  This will involve developing expertise on the Mobile and Online Banking channels, as well as the back-end admin and support systems.  As a Digital Product Analyst, you will be expected to help trouble shoot problems with customers’ and employees’ ability to access and utilize the digital banking channels and digital banking products, recommend user experience enhancements, identify efficiency opportunities, and help deliver new digital banking products.  To do this effectively, you will work closely with internal stakeholders, digital channel admin system users, and customer care teams to help minimize outages, quickly resolve individual customer issues, and manage access to vendor related support platforms.  Change management and organizational communication is an important responsibility associated with all digital product and team activity, including awareness of planned maintenance, outages, and new features/functions.  In this role, you will be the primary POC for all internal communications.

ESSENTIAL FUNCTIONS:

• Advocate across the bank for Digital tools and features, teaching others how to access and effectively use Digital tools and products to effectively support end users (employees and customers)
• Manage suite of digital products and related back-office systems.
• Define and drive improvements in product KPIs, related data KPIs and Business KPIs, by demonstrating an understanding of user engagement and optimizing digital product solution recommendations.
• Collect, manage, and prioritize business requirements across stakeholders to inform product updates and enhancements.
• Align and coordinate with LOB and 3rd party partners to manage and schedule updates, outages, enhancements.
• Coordinate with customer facing partners to assist with customer inquiries and bugs, working with vendors to research causes, coordinate with customers facing partners to gather examples and details of issues, and plan updates/changes to production to support access, availability, and performance of Digital Channels.
• Work with Project Management to coordinate and prioritize delivery of new Digital products and services and partner with the internal development teams to reach project goals and objectives.
• Participate in product launches, leading cross-functional communication and training. Evangelize the product internally and externally. Monitor and report on usage metrics.
• Coordinate communication and change plans in collaboration with our Marketing Team, LOB partners, Call Center, training teams and operational leadership.
• Coordinate testing within FFIN and across LOBs.
• Develop and demonstrate Digital Product expertise.

MINIMUM QUALIFICATIONS

• Bachelor’s Degree and/or 6 months experience working in a related field.
• Proven ability to understand and develop product performance & consumer satisfaction metrics and translate this understanding into tangible initiatives that impact and influence the product roadmap.
• Ability to use analytic tools and software to develop, manage, and maintain key metrics and reporting designed to provide product and user insights, monitor performance, increase customer engagement, and manage the digital product lifecycle.
• Experience partnering with diverse stakeholders in the planning, prioritization, and execution of initiatives.
• Ability to understand business and technology ecosystems and contribute to the development of business cases for potential opportunities.
• Experience in defining features, detailed feature requirements, and acceptance criteria.

PREFERRED QUALIFICATIONS:

• Experience managing vendor and external partner relationships.
• Experience managing new product development with cross-organizational partners and a 3rd party Digital Platform.
• Experience in the credit or financial industry is recommended but not required.
• Experience in highly regulated environments is recommended but not required.
• Experience with Q2 platform

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)