Digital Data Analyst

Address

We’re always looking for bright individuals to join our growing organization. As a part of the First Financial Family, we will invest in your development and provide a dynamic work environment where you’re challenged, valued and empowered every day. We strive to be the best destination for the industry’s top talent, creating a diverse, collaborative workplace that celebrates innovation and change. We are one team, working together to get things done.

Abilene, Texas, United States

• This is an in office position in Abilene, Texas.

Scope/Contacts

The purpose of this role is to provide the Digital team with the analysis, reporting, and insight needed to improve customer experience, increase digital adoption, strengthen self-service performance, and support growth through data-driven decision-making.

The Digital Data Analyst is responsible for turning digital banking data, customer behavior, operational trends, and journey performance into actionable insight that improves the bank’s mobile banking, online banking, and digital account opening experiences. This role helps the Digital team make better decisions by identifying friction points, measuring feature adoption, analyzing customer behavior, and supporting strategic priorities related to digital engagement, self-service, and product growth.

The Digital Data Analyst serves as a key partner to the Digital Solutions Lead, Developer, and Case Manager by helping prioritize the highest-value opportunities, measure the impact of enhancements, and identify recurring issues or customer pain points that should be addressed through product, process, or platform improvements.

Essential Functions

• Analyze customer behavior across mobile banking, online banking, and digital account opening to identify trends, pain points, and opportunities for improvement.
• Build, maintain, and enhance dashboards, reports, and scorecards for digital performance, feature adoption, engagement, and journey outcomes.
• Track and interpret key digital metrics such as logins, active users, feature usage, self-service completion, funnel conversion, abandonment, and engagement by segment.
• Support analysis of customer journeys including onboarding, login, account opening, move money, servicing, and cross-sell opportunities.
• Partner with the Digital Product Owner to provide data-driven input into backlog prioritization, roadmap decisions, and business case development.
• Analyze recurring customer issues, support cases, and defect trends in partnership with the Case Manager to identify root causes and recommend corrective actions.
• Measure the impact of releases, enhancements, campaigns, and journey changes to determine whether desired outcomes were achieved.
• Identify opportunities to increase digital adoption and deepen customer engagement with features such as transfers, bill pay, mobile deposit, alerts, card controls, and external account connectivity.
• Support segmentation and behavioral analysis to identify customers with stronger potential for deeper digital engagement or progression toward primary financial institution status.
• Work with internal partners to validate data quality, align definitions, and ensure consistency in reporting and metric interpretation.
• Prepare presentations, summaries, and recommendations for digital leadership and cross-functional stakeholders.
• Document reporting logic, KPI definitions, analytical methods, and key findings for ongoing use by the team.

Minimum Qualifications

• Bachelor’s degree in Business, Information Systems, Computer Science, or a related field, or equivalent relevant experience
• Experience in quality assurance, testing, release coordination, system support, or a related digital/platform role
• Strong attention to detail and a disciplined approach to validation and documentation
• Experience coordinating or performing testing across systems, workflows, or customer-facing applications
• Strong organizational and problem-solving skills
• Strong written and verbal communication skills
• Ability to manage multiple priorities and work effectively in a structured, deadline-driven environment

Preferred Qualifications

• Experience in banking, fintech, or another regulated environment
• Experience with mobile banking, online banking, digital account opening, authentication, payments, card controls, and self-service functions
• Experience with vendor-managed platforms such as Q2 or similar digital banking systems
• Experience supporting release cycles, upgrades, patches, or platform maintenance events
• Familiarity with regression testing, defect management, user acceptance testing, and post-release validation
• Experience working with ticketing systems, issue logs, test documentation, and release checklists
• Experience testing integrations, custom enhancements, or digital customer journeys

The above statements reflect the general details considered necessary to decide the principal functions of the job identified and shall not be construed as a detailed description of all work requirements that may be inherent in the job.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)