Digital Product Analyst

POSITION:

Digital Product Analyst

At Cambridge Savings Bank, our purpose is to have a positive impact on our customers, employees, and community's financial well-being. We are committed to exceeding expectations, having a strong commitment to diversity and inclusion, and fostering a highly collaborative and customer‑central environment. Within the Consumer Technology Department, the Digital Product Analyst is responsible for providing technical support, training, and operational maintenance for digital banking platforms, including online banking, mobile apps, Zelle, Online Account Opening, etc.

They will collaborate with colleagues across the CSB landscape, be responsible for supporting the implementation of efficient, innovative ideas and their own responsibilities to support the strategy and operation of the digital banking team.

• Serve as the primary point of contact for customer‑facing channels (branch, call center, etc.) for Tier 2 escalations, coordinating resolution efforts and communicating status throughout the issue lifecycle.
• Act as the primary liaison with key vendors to resolve issues impacting availability, processing, and customer experience.
• Respond to and support digital system outages, ensuring adherence to SOPs and clear, efficient communication with all impacted stakeholders.
• Develops subject matter expertise in all aspects of CSB's digital product and service offerings.
• Conduct analysis of data from voice of customer and complaint systems and synthesize into trends and actionable insights that drive measurable differences in customer satisfaction.
• Own the accuracy and upkeep of departmental intranet resources, procedures, and documentation, and partner with frontline teams to support training needs.
• Ensure Service Level Agreements (SLA) are met for responding to friction points and down‑time of critical consumer digital products.
• In collaboration with Consumer Product Support Manager, provide operational support including user access management and product configuration for Online Account Opening, and daily reporting tasks related to eTransfer, Zelle, and Online Banking.
• Support the grooming and maintenance of the product support backlog.
• Participate in testing and sign‑off for defect resolutions, new features, release upgrades, and customer data migrations.
• Support product managers with the implementation of new products and services by participating in testing and developing both procedural and educational documents for the Digital Support team and customer‑facing channels.
• Understand and adhere to all Bank Secrecy Act and Anti‑Money Laundering (BSA/AML), regulatory, security, and bank‑wide policies and procedures.
• Perform additional duties as required.

• Bachelor's Degree, preferred
• 5+ years of Digital Banking experience
• Experience with in Retail Banking, Credit Union, or Financial Services industry experience with proven experience with Bank Operations, Compliance, or BSA, preferred
• Data Visualization Software, Project/program management, change management experience preferred
• Strong ability to interpret data against business objectives and successfully track KPIs
• Proven analytical and research skills, supported by thorough attention to detail
• Highly organized, driven self‑starter
• 5+ years of Retail or Digital Banking, Credit Union, or Financial Services industry experience with proven experience with Bank Operations, Compliance, and BSA
• Strong ability to interpret data against business objectives and successfully track KPIs
• Online Account Opening Platforms, Data Visualization Software, Project management, change management or program management nice to have
• The above description covers the most significant major responsibilities but does not exclude other occasional responsibilities and accountabilities, the inclusion of which would be in conformity with the major purpose of this job.

Hybrid/ Waltham, MA

$32.69 - $42.31/hr

Cambridge Savings Bank is a full‑service banking institution with over $7 billion in assets. As a mutual bank, CSB is committed to improving the quality of life of our…