Digital Banking Business Analyst

About the role

The Digital Banking Business Analyst serves as a liaison between business units, digital banking stakeholders, vendors, and technology teams to support, enhance, and optimize the Bank's digital banking platforms and services. This role is responsible for analyzing business needs, identifying process improvements, managing system enhancements, supporting digital banking initiatives, and ensuring a positive customer and associate experience across digital channels. The Digital Banking Business Analyst will work closely with Digital Banking, Operations, Information Technology, Compliance, and Retail Banking teams to implement solutions that improve efficiency, support strategic objectives, and maintain regulatory compliance.

Responsibilities

• Gather, document, and analyze business requirements for digital banking products, services, and system enhancements.
• Translate business needs into detailed functional requirements and process documentation.
• Facilitate meetings with stakeholders to identify opportunities, define project scope, and establish business objectives.
• Conduct gap analyses and recommend solutions to improve digital banking processes and customer experience.
• Create workflow diagrams, business requirements documents, user stories, and process maps.
• Support digital banking platforms including online banking, mobile banking, bill pay, remote deposit capture, person-to-person payments, and related services.
• Research and troubleshoot system issues, coordinating resolution efforts with vendors and internal technology teams.
• Monitor system functionality and identify opportunities for process improvement and automation.
• Assist with system upgrades, releases, and implementation of new products and services.
• Evaluate current processes and recommend enhancements that improve operational efficiency and customer satisfaction.
• Participate in digital banking and technology-related projects from planning through implementation.
• Coordinate testing activities, including User Acceptance Testing (UAT), system validation, and defect resolution.
• Develop project documentation, implementation plans, and communication materials.
• Monitor project milestones and provide status updates to management and stakeholders.
• Support change management efforts associated with new systems and enhancements.
• Analyze operational and customer data to identify trends, issues, and opportunities.
• Develop reports, dashboards, and metrics related to digital banking adoption, utilization, and performance.
• Track key performance indicators and recommend action plans based on findings.
• Assist management with business case development and cost-benefit analyses.
• Ensure digital banking processes comply with applicable regulatory requirements, Bank policies, and industry standards.
• Identify operational risks and recommend appropriate controls.
• Support audit requests, examinations, and compliance reviews.
• Assist with the development and maintenance of procedures, controls, and documentation.
• Develop process documentation, user guides, and training materials.
• Provide support and guidance to associates regarding digital banking systems and processes.
• Assist in communicating system changes, enhancements, and operational impacts to stakeholders.
• Perform other duties and responsibilities as assigned.

Requirements

• Bachelor's degree or four years equivalent work experience
• Minimum five years’ experience in financial services or equivalent, including online and mobile banking