Job Description

Bank in Manhattan is seeking a Digital Banking Officer for a full-time position! This candidate must have experience with the system Jack Henry!

The Digital Banking Officer serves as the subject matter expert for the bank’s Digital Banking platform, including consumer and business online and mobile banking. Responsible for strategy, platform oversight, adoption, and customer development, this officer ensures a seamless digital experience that meets customer expectations and regulatory requirements.

Responsibilities:

• Lead development and execution of a comprehensive digital banking strategy leveraging the Jack Henry Banno platform. Make recommendations for platform enhancements to elevate customer experience and drive adoption in conjunction with other departments
• Monitor and tune system performance
• Works with marketing or Information Technology to develop strategies to communicate to customers, statement messages, Synapsys campaigns, constant contact emails, google adsense, Instagram ads
• Works with Information Technology to oversee rollout, enhancements, and integrations related to Banno features such as Banno Business, AI enabled chat, account aggregation, identity protection and payment capabilities (e.g., ACH, internal transfers, digital wallet).
• Ensure seamless integration with core systems and fintech partners to enable secure and efficient banking operations.
• Act as the senior point of contact for customer inquiries and internal escalations involving the digital platform (e.g., mobile banking, bill pay, RDC). Escalates technical and usability issues promptly as needed to Information Technology.
• Extract and analyze digital banking usage data. Cleanse and maintain dashboards for adoption, performance, and customer metrics.
• Prepare custom reports using Banno, Mantl and Cognos reporting tools for management, auditors and regulators
• Develop internal training for staff and customers on Banno features. Act as internal champion and resource for product knowledge, troubleshooting tips, and platform best practices.
• Gather user feedback and market data to propose enhancements, new features, or product enhancements. Lead pilot projects and advocate for product improvements.

Qualifications:

• Bachelor’s degree in business, Finance, IT, or related field.
• Minimum 3–5 years in digital banking or digital product roles within financial services.
• Strong knowledge of online consumer and business banking platforms, preferably Banno and Silverlake
• Experience in digital product rollout, customer onboarding, and post-launch support.
• Familiarity with regulatory standards (e.g., data privacy, BSA) and digital risk controls.
• Excellent communication, project management, and stakeholder engagement skills.
• Previous experience working with Jack Henry’s ecosystem (Banno, SilverLake, iPay, Cognos, Synergy).
• History of improving digital adoption rates or customer satisfaction metrics.
• Collaborative mindset—able to effectively partner with technical and non-technical teams.
• Proactive and innovative—seeking new ways to optimize and enhance digital offerings.

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