Product Analyst, Digital Banking

COMPANY DESCRIPTION: Forbright is a nationwide full-service bank and commercial lender focused on helping to build a brighter future for our clients and the communities we serve. Forbright is committed to exceptional client service by providing seamless, innovative personal banking services to depositors and creative financing solutions to visionary middle market businesses and investors in healthcare, technology, financial services, real estate, and other industries.COMPANY CULTURE: We are a dynamic, high energy, fun, and fast-paced organization that has an exciting growth trajectory, meaningful mission, and embedded responsible practices into our daily interactions. We offer our team members a culture of collaboration, inclusion, flexibility, recognition, and giving back. We look to hire individuals that are passionate about our mission, and who are motivated, customer and results-oriented, innovative, adaptable, and thoughtful.COMPANY MISSION: We are a mission-driven institution. We operate a sound dynamic institution that is well capitalized, liquid, profitable and uses best practices to manage risk and assure compliance with laws and regulations. We use Forbright’s capital, capabilities, innovation, and expertise to help our clients succeed and contribute broadly to building a brighter future.JOB SUMMARY: The Product Analyst supports the development, implementation, optimization, and ongoing management of Forbright Bank's digital banking products, promotions, and customer experiences. This role works across Product, Operations, Marketing, Compliance, Technology, Customer Care, and external partners to translate business needs and customer insights into well-defined, executable solutions. The Product Analyst manages promotional initiatives through the full lifecycle, researches operational exceptions, analyzes Voice of Customer feedback, and helps maintain the product roadmap and backlog.

DUTIES AND RESPONSIBILITIES:

• Support the day-to-day management and continuous improvement of digital banking products, services, and customer experiences
• Support promotion development and implementation activities and coordinate required tasks across stakeholders, including proposing promotion structures, eligibility rules, customer journey, operational requirements, controls, and success measures
• Create and maintain clear product and operational documentation for assigned initiatives, including requirements, business rules, process flows, decision documentation, implementation materials, and supporting artifacts. Ensure documentation remains current as requirements and decisions evolve
• Drive assigned initiatives and workstreams from definition through implementation, proactively tracking dependencies, decisions, risks, open questions, and required stakeholder actions and escalating when necessary
• Work with leader to assess whether proposed promotions can be supported by existing technology and related operational processes; identify constraints, dependencies, and potential solutions
• Assist with promotion configuration within the promotional engine and coordinate testing, validation, launch readiness, monitoring, and issue resolution
• Partner with Marketing and other stakeholders to ensure promotional creative, customer communications, disclosures, and launch activities remain on track
• Research customer and transaction exception cases; gather relevant system and account information; document findings and applicable business rules; identify recurring patterns; and escalate cases requiring Product decisions or approvals
• Analyze Voice of Customer feedback, complaints, contact drivers, and operational trends to identify customer pain points and enhancement opportunities, and propose enhancement recommendations for product leadership review
• Analyze customer feedback, complaints, and competitive/market trends and provide summaries and recommendations to support product roadmap decisions
• Assist with gathering and documenting business requirements, user stories, acceptance criteria, process flows, and functional specifications for product and process enhancements
• Support user acceptance testing, defect validation, implementation planning, release readiness, and post-production monitoring
• Collaborate with internal teams across Compliance, Marketing, Technology, and Operations to advance product objectives and resolve issues
• Perform other duties as assigned

QUALIFICATIONS:

• Bachelor's Degree in Business Administration, Finance, Economics, Information Systems, Marketing, Data Analytics, or a related field required
• Minimum of 2 years of experience in product management, product operations, business analysis, banking operations, digital banking, fintech, project management, or a related field required
• Experience supporting consumer banking products, deposit products, digital banking platforms, payments, cards, promotions, or customer engagement programs preferred
• Experience gathering business requirements and translating business needs into product or process enhancements preferred
• Experience working in a regulated financial services environment preferred
• Proficiency with Microsoft Office tools (Outlook, Word, PowerPoint, Excel).
• Excellent verbal, written, and interpersonal communication skills
• Strong organizational skills and attention to detail
• Outstanding problem-solving and time management skills
• Self-motivated, self-directed, and results-oriented
• Adaptable and able to multitask in a fast-paced environment
• Can work independently and within a team; solution-oriented with a collaborative approach
• Strong analytical and critical-thinking skills with the ability to translate data, customer feedback, and operational information into practical recommendations
• Experience managing backlogs, user stories, requirements, and prioritization processes preferred
• Experience with Voice of Customer programs, customer feedback analysis, or customer journey mapping preferred

PERKS/BENEFITS:

• Comprehensive health, dental, and vision plans
• 4 weeks PTO
• 401k + company match
• Metro SmartTrip benefits ($50/mo)
• Remote or hybrid (4 days per week in-office) work schedules for most positions
• Incentives for purchasing solar panels, electric vehicles, biking to work, etc.
• Paid subscriptions to Veterans Compost, Capital Bikeshare, Imperfect Foods reimbursement, and more!
• The Washington Post Top Workplaces winner for four consecutive years (2023-2026)