Company Description
Keystone Bank, founded in 2018, is a community bank with a client-centric approach located in Bee Cave, Austin. The bank focuses on providing services such as private banking, commercial real estate, residential real estate, and small business loans to clients in western Travis County and the Hill Country. Keystone Bank prides itself on being great listeners and problem solvers, aiming to be the financial keystone for its customers. The bank is an FDIC Member and an equal opportunity employer.
Position Overview :
We are seeking a dedicated and skilled Digital Banking Product Owner to oversee the day-to-day management, growth, and optimization of our digital banking platform. This person will be responsible for driving the platform’s roadmap, implementing enhancements, communicating new features, and ensuring seamless support for escalated issues. The ideal candidate will possess excellent customer service skills, a proactive approach to problem-solving, and the technical acumen to collaborate with vendors and internal teams.
Key Responsibilities :
Platform Management & Enhancements
- Own and manage the digital banking and digital account opening platform’s daily operations.
- Identify, prioritize, and execute platform enhancements to improve user experience and align with business goals.
- Develop and maintain a roadmap for the platform, driving continuous improvement and innovation.
- Collaborate with stakeholders across departments to ensure platform alignment with organizational needs.
Communication & Product Launches
Design and implement communication plans for new product launches, feature enhancements, and updates.Work closely with marketing and customer service teams to ensure effective communication of platform changes.Develop support documentation and training materials as needed.Support & Issue Resolution
Serve as the primary Level 2 support for escalated platform issues, providing timely and effective solutions.Directly engage with customers to resolve escalated issues, demonstrating empathy and excellent customer service.Partner with vendors to triage and resolve complex technical issues, ensuring minimal downtime and maximum platform reliability.Customer Engagement & Feedback
Build and maintain strong relationships with customers, gathering feedback to inform platform enhancements.Conduct regular reviews with customer support and frontline teams to understand customer pain points and improvement opportunities.Performance Tracking & Reporting
Monitor platform performance and usage metrics to assess functionality, identify trends, and measure success.Generate regular reports and insights for senior management, highlighting areas of improvement and successes.Proactively identify areas for optimization and recommend solutions to improve user experience and engagement.Qualifications :
Bachelor’s degree in Business, Information Technology, or related field, or equivalent work experience.Preferred 5 years of experience in digital banking, fintech, or product management with a focus on digital platforms.Demonstrated experience managing a product or platform lifecycle, from development to enhancement.Strong problem-solving skills and ability to manage escalated issues independently.Excellent communication skills, both written and verbal, with a proven ability to create and execute effective communication plans.Customer-focused mindset with experience in direct customer service and issue resolution.Ability to work cross-functionally with internal teams and external vendors.Proficiency in tracking and analyzing platform performance metrics and user engagement data.Preferred Qualifications :
Familiarity with Jack Henry suite of products.Experience working with digital banking platforms or fintech applications.Familiarity with Agile and Scrum methodologies for product development.Strong technical understanding of platform architecture and integrations.
