Digital Product Analyst

Who We Are

We have the fundamental belief that we, as an organization, can and will improve lives. Rooted in the centuries-old credit union philosophy of people helping people, we maintain a simple premise. Those we interact with will receive equal and just treatment, devoid of intolerance, false judgment, racism, or discrimination of any kind. We must not accept less if we are to fulfill our mission, "We Improve Lives." This mission empowers us to serve the greater good and to make a difference in our world. Our cooperative structure creates a cycle of mutual assistance towards the common goal of the financial well-being of members.

At BHFCU, we’re committed to improving the lives of our members every day, and we look for people who share that passion. Don’t have a ton of financial industry experience? No problem. Our onboarding includes an orientation program with ongoing training to help staff further their career at BHFCU by building on their existing strengths.

General Purpose: 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.

Essential Duties/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.

Other Duties/Responsibilities

• 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.

Job Qualifications (Knowledge)

• 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.

Job Qualifications (Skills)

Black Hills FCU is committed to working with its employees to reasonably accommodate them with the physical aspects of the position. The following list outlines the physical considerations that are normally encountered in this job.

• Vision: A sighted person to read and interpret financial data.
• Speech/Hearing: Ability to communicate verbally and in writing with staff, members and vendors.
• Manual Dexterity: Ability to perform necessary computer-related input.
• Physical Mobility: Moderate mobility required. Requires the ability to work flexible hours.

Job Qualifications (Ability)

• 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.

Job Qualifications (Education/Experience) – Job Levels

All Levels:

• Meets the essential job duties/responsibilities, job knowledge, and job qualifications. Formal training should be supplemented with continuing education.
• 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.

Digital Product Analyst I:

• 3+ years’ combined experience in financial services, project management, product development/support or a closely related field is required.

Digital Product Analyst II:

• 5+ years’ combined experience in technical financial services, project management, product development/support or a closely related field is required.

Senior Digital Product Analyst:

• 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. Equivalent work experience may be considered in lieu of a four-year degree; MS/MBA beneficial.
• Experience with web-based services, online technologies, and user interface design.

Working Conditions

Material and Equipment Involved

• In-House Computer System
• Various Software Applications
• Printers, Copiers, Scanners
• Telephone / Mobile Devices

Work Environment/Physical Activities

Occasional travel to one of BHFCU’s branch locations or attendance at community events may be required.

This position has the option of a hybrid work or remote work schedule. An assessment of the hybrid/remote work environment must be completed prior to a hybrid/remote work plan being developed.

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Notice: This job description is not intended to be, nor should it be construed as, a contract or guarantee of employment. BHFCU adheres to all federal and state labor laws regarding termination and probationary periods. This position is also subject to all the personnel policies of the Black Hills Federal Credit Union. Changes may be made to this job description at any time by the President. Black Hills Federal Credit Union is an equal opportunity employer.

Black Hills Federal Credit Union is an equal opportunity employer. All applicants will receive consideration without regard to age, race, color, sex, sexual orientation, genetic information, religion, national origin, disability, veteran status, or any other status or condition protected by state or federal law. BHFCU will provide reasonable accommodation for qualified persons with a disability, but who are otherwise able to perform the essential functions of the job.