Product Analyst
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Job Description
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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.
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
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Forbright Bank
View Company ProfileForbright Bank (operating at forbrightbank.com) is a nationwide full-service bank and commercial lender platform engineered for helping build a brighter future for clients and communities. Founded in 2003 by John Delaney (Chairman), Don Cole (CEO), and Chris Lynch (CFO) and headquartered in Chevy Chase, Maryland, Forbright Bank focuses on providing innovative banking solutions instead of traditional banking methods. Under the hood, Forbright leverages digital banking technology to offer a range of financial services. This allows clients to reach their financial goals and contribute to the growth of their communities. Backed by a $410M funding round.
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