KeyBank Digital Portfolio Management Product Analyst in Brooklyn, Ohio

Digital Portfolio Management Product AnalystinBrooklyn, OHatKey Bank- Corporate

Date Posted:3/2/2018

ApplyNot ready to Apply?

Share With:

Job Snapshot

  • Employee Type:


  • Location:

4910 Tiedeman Road

Brooklyn, OH

  • Job Type:

Banking, Retail

  • Experience:

Not Specified

  • Date Posted:


  • Job ID:


Job DescriptionJob Description


The Digital Portfolio Management Product Analyst role is part of the Digital Portfolio Management team that is responsible for the execution of tacticstied to proactively improving the digital portfolio optimization. This role will assist the department s data and analytics efforts to reveal strategic insights into the quality, engagement, loyalty, retention, and overall satisfaction of our digital clients. The role will help to perfect the science of digital data and insights focus on improving the quality of the digital portfolio. The principal focus of this role will be to help design, own, identify and track scorecard data for demographic and behavioral client profiles for the digital portfolio and client satisfaction. He/she will partner closely with the broader digital team to share insights on how we drive loyalty, reduce attrition, improve client satisfaction and drive digital product management strategy and tactics. This position will report to the Digital Portfolio Management Team Leader.

The Digital Portfolio Management Product Analyst works closely with the Digital Portfolio and Operations teams, Digital Originations team, Digital Product Managers and the Client Insights team to share/gain insights and make recommendations to drive business value. The role will work closely with the Digital Originations team on the quality of a digitally acquired client and identify opportunities to improve the quality of the portfolio. The Digital Portfolio Management Analyst role also collaborates closely with the enterprise client centricity team, marketing, product partners and internal partners to ensure consistency, clarity, and accuracy of data, owning those metrics and data points specific to the digital portfolio and client satisfaction.


  • Analyze the digital portfolio, understanding client behaviors, quality drivers, internal and external factors that affect digital client value, engagement, retention and loyalty

  • Develop and maintain reports and scorecards that track quality, engagement and satisfaction of the digital client

  • Leverage CSAT client data, application tagging and monitoring, design-led product development, actionable client feedback processes/data and enhanced relationships with branches and call centers to improve the digital portfolio of products and client satisfaction

  • Leverage voice of the client data across channels to capture and proactively enhance the digital experience across originations and all online functions by partnering with the Digital Operation Effectiveness team

  • Work closely with Operational Effectiveness, Contact Center and ECR teams on process improvements to reduce digital call volume and escalated client issues

  • Partner with stakeholders for data collection and analysis of attributes for every aspect of the digital portfolio, ensuring accuracy and clarity to support engagement and client satisfaction

  • Develop enhanced reports to effectively articulate the digital portfolio to inform, educate, and drive awareness of the digital portfolio performance, partnering with stakeholders to effectively communicate feature performance

  • Hands-on administration of analytics systems such as OpionLab and web Tagging-Analytics packages

  • Partners closely with insight teams to develop and communicate thevalue of a digital client, understanding profitability, demographic, and geographical opportunities

  • Utilize digital-first thinking and industry insights to provide recommendations for portfolio enhancements

  • Collaborate with other teams (i.e., Client Insights, Technology, Product) to ensure that assigned projects are measureable and consistent. This includes ensuring the requirements being delivered provide the data needed to track performance.

  • Act as the point person on all Digital Portfolio Managementdata needsand partner cross-functionally with teams across the bank (Product, Client Insights, and others)

  • Monitor and analyze competitive activity and business performance to identify potential insights that can drive Digital Portfolio initiatives

  • Assist in the identification of potential Portfolio issues and help define the corrective action or mitigation plans

  • Apply analytical “levers to the digital portfolio, engagement and quality by understanding segmentation, targeted offers, business decision models, and activation

  • Develop analytics that expose the impact of sales and marketing programs seeking to understand results down to specific segment analysis

  • Apply critical thinking to resolve issues impacting engagement and client satisfaction , partnering closely with stakeholders to drive swift and effective resolution

  • Contribute to the research and understanding of client issues and their resolution, identify emerging trends and make recommendations to remedy

  • Assist with the preparation of executive presentations providing insights relative to portfolio growth, forecasts, projects, and recommendations for various forums

  • Understand regulatory and compliance influences on the application, partnering closely with Risk, Fraud, and Compliance to proactively mitigate client and corporate risk

  • Occasionally provide support for the usability and testing of digital banking functions being developed and released to clients


  • Bachelor s degree in business, marketing, or equivalent preferred

  • Demonstrated 5+ years of experience, in digital products, product analysis/management, data analytics, client insights or market research strong analytic skills and critical thinking, plus being inquisitive in nature

  • Creative and innovative thinker who can manage effectively through evolving strategies with client and data-first mindset

  • Excellent communication and presentation skills

  • Proven results in analyzing and synthesizing data to inform and influence business decisions

  • Digital native with a clear understanding of digital technology and consumer trends

  • Ability to prioritize effectively and identify activities most important in driving business results

  • Highly organized with ability to manage multiple projects and initiatives

  • Ability to interpret and explain data insights to non-analytical audiences and identify when there are gaps or inconsistencies

  • Report building and design

  • Ability to analyze a business process and determine how it relates to data

  • Experience in writing SQL, advanced Excel, relational databases and reporting tools such as Tableau

  • Experience with and/or the ability to quickly learn software packages OpinionLab, Adobe Analytics (DTM, SiteCatalyst/Omniture), Maritz,Clarabridge, Dynatrace, TeaLeaf, Cognos, Javascript/HTML etc

  • High degree of accuracy and attention to detail

  • Proficient in Microsoft Outlook and Office suite, data management tools and software


  • Experience in Retail Banking, Retail Banking Operations, or other Financial Services areas

  • Experience with ecommerce and associated data and metrics

  • Experience/familiarity with Digital Banking technology

  • Experience/familiarity with market research or sales and marketing tactics and metrics in support of the digital portfolio

  • Familiarity with agile project methodologies and LEAN project methodologies

ABOUT KEY:KeyCorp's roots trace back 190 years to Albany, New York. Headquartered in Cleveland, Ohio, Key is one of the nation's largest bank-based financial services companies, with assets of approximately $134.5 billion at March 31, 2017. Key provides deposit, lending, cash management, insurance, and investment services to individuals and businesses in 15 states under the name KeyBank National Association through a network of more than 1,200 branches and more than 1,500 ATMs. Key also provides a broad range of sophisticated corporate and investment banking products, such as merger and acquisition advice, public and private debt and equity, syndications, and derivatives to middle market companies in selected industries throughout the United States under the KeyBanc Capital Markets trade name. KeyBank is Member FDIC.ABOUT THE BUSINESS:Key Community Bank serves individuals and small to midsized businesses from Maine to Alaska through our 15-state network of over 1,200 branches, 1,500 ATMs, telephone banking and robust online and mobile platforms. KeyBank s Consumer/Business Banking segment provides consumers and small business owners with straightforward banking solutions and personal finance expertise that helps them make confident financial decisions today and plan for tomorrow. Key Private Bank offers wealth planning that follows a consistent, disciplined approach guided by objective advice based on each unique situation. KeyBank Commercial Bank offers midsize business financial services that drive growth and profitability and help business owners identify new opportunities with products and services including deposit, cash management, investment services, commercial lending, equipment leasing, and asset-based lending.FLSA STATUS:ExemptKeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.JobID: 27895BR