Digital Product Analyst – Innovation, Coconut Grove, Miami, FL

Digital Product Analyst – Innovation, Coconut Grove, Miami, FL

Country: United States of America

Your Journey Starts Here:

Santander is a global leader and innovator in the financial services industry. We believe that our employees are our greatest asset. Our focus is on fostering an enriching journey that empowers you to explore diverse career opportunities while nurturing your personal growth. We are committed to creating an environment where continuous learning and development are prioritized, enabling you to thrive both professionally and personally. Here, you will find ample opportunities to connect and collaborate with talented colleagues from around the world, sharing insights and driving innovation together. Join us at Santander, where you are supported by a culture of engagement and a commitment to your success.

An exciting journey awaits, if you are interested in exploring the possibilities We Want to Talk to You!

The Difference You Make:

The Analyst, Digital Product supports the development and delivery of the bank’s digital products, with an initial emphasis on advancing conversational AI capabilities. The role partners with product owners, engineering, and business teams to manage the backlog, translate business needs into user stories, and deliver enhancements that align with both AI priorities and the bank’s broader digital strategy.

Product Knowledge & Support

• Develops working knowledge of the bank’s digital platforms, including the chatbot platform, AI models, and supporting tools.
• Maintains product documentation and knowledge bases to ensure accuracy, completeness, and alignment with customer-facing content.
• Assists with testing and user acceptance, including regression testing for both digital features and AI-enabled functionality.
• Coordinates with cross-functional teams to ensure product and solution changes are accurately reflected across all relevant digital platforms.

Product Backlog & Delivery

• Works with product leadership to understand the roadmap and contribute to backlog creation and refinement.
• Translates business needs into clear user stories and acceptance criteria, ensuring alignment with both AI priorities and the bank’s broader digital strategy.
• Collaborates with engineering, design, and business partners to deliver enhancements from design through testing and release.
• Supports sprint planning, workshops, and documentation to enable efficient product development.

Research & Insights

• Monitors industry trends across digital banking, fintech, and AI to identify opportunities for innovation.
• Collects and synthesizes customer feedback, adoption metrics, and performance data into actionable insights.
• Prepares reports and presentations that summarize findings for product and leadership teams.
   

Customer Experience & Issue Tracking

• Reviews product performance—including chatbot interactions—to identify trends, recurring issues, and unexpected behaviors.
• Validates outputs and prompt effectiveness through performance monitoring and key metrics.
• Supports quality assurance and UAT efforts to confirm updates preserve functionality and customer experience.
   

Project & Team Support

• Coordinates with internal partners (e.g., card product teams) to support project tasks from research through testing.
• Assists with organizing workshops, meetings, and documentation related to product development.
   

Regulatory & Compliance Awareness

• Maintains awareness of data privacy, security, and compliance requirements that impact digital product and AI design.
• Supports senior team members in ensuring features comply with applicable regulations and internal policies.
   

What You Bring:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s Degree or equivalent work experience: in Engineering, Data & Analytics, or Technology related fields - Required.

• 1+ Years of analyst or technology related work experience - Required.

• Strong analytical and research skills, with attention to detail.
• Ability to organize and synthesize data into clear insights.
• Interest in digital banking, customer experience, and fintech trends.
• Excellent verbal, written, interpersonal communication skills.
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