Retail Product Officer - Digital Platform

SUMMARY

At First United Bank, our purpose is to inspire and empower others to Spend Life Wisely.
The Retail Product Officer brings this purpose to life by ensuring our products are expertly implemented and consistently maintained to support customers' financial well-being. This role is dedicated to the delivery and ongoing management of digital banking and online retail product platforms, including consumer and small business digital experiences. This role plays a pivotal part in embedding the principles of Spend Life Wisely into every product detail; helping ensure our offerings not only function seamlessly, but also reflect our commitment to financial strength, personal growth, well-being, and meaningful community impact.

The specialist acts as the operational anchor of the product lifecycle. Partnering with IT, Legal, Compliance, Operations, vendor partners, and bankers to deliver high-quality, customer-centric products that strengthen trust, clarity, and overall customer experience.

KEY RESPONSIBILITIES

Product Delivery (40%)

• Collaborate & participate in all product build and product update projects, regarding clear requirements, coordinated testing, and on-time delivery that aligns with our Spend Life Wisely purpose.

• Collaborate closely with IT to deliver product features that enhance customer value and support long-term product evolution.

• Partner with IT to maintain platform stability, troubleshoot system defects, and support timely resolution of bugs or workflow disruptions.

• Work with Legal and Compliance to ensure product descriptions, disclosures, and customer-facing materials meet all regulatory requirements and reflect our commitment to transparency.

• Update product disclosures and coordinate customer notifications for regulatory changes or process enhancements, ensuring information is accurate and easy to understand.

• Maintain account-opening and transaction-level data required for accurate vendor billing, reconciliation, and product performance reporting.

• Champion operational readiness for major product launches, ensuring systems, processes, and cross-functional teams are aligned.

Product Expertise, Readiness & Operational Alignment (30%)

• Serve as the product authority responsible for product accuracy, clarity, and readiness across Retail Operations Support, Retail Training, Retail Communications, Digital Operations and vertical leadership.

• Provide product knowledge, requirements, updates, and decisioning guidance to Retail Training and Retail Communications to inform training materials, banker-facing resources, and message cascades (without directly delivering training).

• Partner cross-functionally to develop and maintain product guides, user guides, and reference tools that support consistent banker conversations, incorporating appropriate brand, tone, and visual standards.

• Ensure product updates and changes are aligned and communicated consistently across operational, training, and leadership channels prior to banker rollout.

• Own and maintain internal pricing, rate sheets, product configurations, and product-specific tools, serving as the single source of truth for retail products.

• Act as consultation resource for complex product or operational scenarios, helping resolve issues and strengthening downstream support and training processes.

Feedback, Insights & Market Dynamics (15%)

• Collect and interpret banker and customer feedback.

• Evaluate product improvement requests; elevate true enhancement needs while directing training or process-related items to the appropriate teams.

• Track product performance indicators and recommend adjustments that improve customer satisfaction, operational efficiency, and competitive differentiation.

Cross-Functional Collaboration (15%)

• Collaborate across IT, Risk, Operations, Compliance, and Marketing to ensure products perform fully and consistently across all delivery channels. Troubleshoot when needed.

• Support enterprise initiatives that require product expertise, platform changes, or customer-facing updates.

• Provide thoughtful input that strengthens product lifecycle management, operational workflows, and the customer experience.

• Demonstrate sound judgment, proactive communication, and a disciplined approach that builds trust across teams.

SUCCESS METRICS

• Accurate, timely, and error-free product launches and updates

• Strong alignment with Spend Life Wisely principles across product materials and banker support

• Clean regulatory audits and compliance adherence

• Increased banker confidence and reduced number of product-related escalations

• Accurate pricing, disclosures, user guides, and support documentation

• Timely vendor updates and platform releases

• Improved product performance and customer satisfaction indicators

QUALIFICATIONS

Required

• Bachelor's degree in Business, Finance, Marketing, IT, Communications, or related field

• 2-3 years of experience in bank product development, product implementation, product operations, or banker support

• Strong project management capability and comfort working across multifunctional teams

• Strong understanding of banking products, regulations, and operational workflows

• Excellent written and verbal communication skills

• Demonstrated discipline, organization, and customer-first decision-making

Preferred

• Experience with digital banking platforms, mobile apps, online account opening, or payment systems

• Experience working closely with IT delivery teams and vendors

• Familiarity with digital UX, system dependencies, and release cycles

• Familiarity with project management tools (Asana, JIRA, Smartsheet, or similar)

• Experience with regulatory review, risk processes, or system change management

• Background in retail banking or financial services product operations

Technical/Functional Competencies

• Project and lifecycle management

• Requirements documentation and system testing

• Vendor and platform oversight

• Regulatory alignment

• Training and communication development

• Troubleshooting and issue resolution

• Data accuracy and product performance analysis

• Customer-focused and process-focused thinking

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned by supervisor to meet the ongoing needs of the organization.