The Advisor, Information Technology (Application / Product Owner) is responsible for the strategic ownership and lifecycle management of assigned digital platforms and customer-facing technology solutions. This role defines product vision, manages roadmaps, prioritizes backlogs, and ensures technology capabilities evolve to support customer experience, operational efficiency, security, compliance, and digital transformation objectives.
The Application Owner partners closely with Digital Banking, Information Security, Architecture, Operations, FIS, external vendors, and delivery teams to translate business priorities into actionable technology solutions, ensuring products deliver measurable business value and exceptional customer experiences. The position works hybrid and reports to Oriental Center in San Juan, Puerto Rico.
MAIN DUTIES & RESPONSIBILITIES:
- Own and maintain product roadmaps, priorities, and strategic plans aligned with business objectives, customer needs, regulatory requirements, and enterprise initiatives.
- Define product vision, goals, success metrics, and release priorities while ensuring alignment with customer experience, operational, and digital transformation strategies.
- Translate business objectives into actionable requirements, user stories, acceptance criteria, and prioritized backlog items that support delivery execution.
- Partner with business leaders and stakeholders to identify opportunities, gather requirements, facilitate workshops, and drive alignment across initiatives while serving as the primary point of contact for product-related activities.
- Oversee assigned platforms and capabilities, including customer authentication and enrollment, profile and password management, agent desktop experiences, monitoring, and related digital servicing functions.
- Maintain and prioritize product backlogs while actively participating in Agile planning, backlog refinement, sprint reviews, user acceptance testing, and release activities.
- Partner with business teams to define operational and customer experience KPIs, monitor performance metrics, analyze trends, and identify continuous improvement opportunities.
- Evaluate and support automation, artificial intelligence, self-service, intelligent routing, virtual assistant, and customer experience enhancement initiatives while contributing to business case development and value realization efforts.
- Coordinate with vendors, delivery partners, and internal stakeholders to review solution proposals, manage dependencies, ensure roadmap alignment, and support successful implementation of strategic initiatives.
- Ensure products comply with banking regulations, security standards, data privacy requirements, risk controls, audit expectations, and internal governance policies while supporting ongoing product lifecycle management.
MINIMUM REQUIREMENTS:
- Bachelor’s degree in Business Administration, Information Systems, Computer Science, Engineering, or a related field required.
- Three (3+) years of experience in Product Management, Product Ownership, Business Analysis, Customer Experience, Contact Center Operations, Digital Banking, or related disciplines required.
- Financial services or banking experience preferred. Product Owner, Agile, Scrum, Product Management, Business Analysis, or related certifications are highly desirable.
- Minimum education and experience requirements may be substituted with an equivalent combination of education, training, and relevant experience.
- Experience working within Agile delivery environments, including Scrum methodologies, backlog management, user story development, release planning, business requirements management, and product lifecycle management required.
- Experience delivering customer-facing technology solutions and working with cross-functional business and technology teams. Strong knowledge of product management, customer journey mapping, business process analysis, stakeholder engagement, customer experience design, operational performance measurement, and roadmap prioritization.
- Knowledge of Identity and Access Management (IAM), Multifactor Authentication (MFA), onboarding and enrollment processes, digital servicing platforms, customer lifecycle management, Application Programming Interfaces (APIs), integrations, and omnichannel engagement strategies.
- Experience with FIS platforms, Digital One, Contact Center technologies, Interactive Voice Response (IVR) solutions, Artificial Intelligence (AI)-powered customer engagement tools, or related customer-facing technologies preferred.
- Knowledge of banking operations, digital banking, customer support workflows, commercial lending platforms, customer service operations, and related banking technologies preferred.
- Strong analytical, communication, organizational, problem-solving, stakeholder management, and decision-making skills.
- Effective written and verbal communication skills in English and Spanish required.
- Proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook required.
WORK AUTHORIZATION & ELEGIBILITY:
- Legally authorized to work in the US is required. This position is of indefinite duration and requires candidates to have permanent or ongoing work authorization.
- Employee is responsible for maintaining eligible work authorization throughout his tenure with the organization.
Oriental is an Equal Opportunity Employer (EEO/Affirmative Action for Veterans/Workers with Disabilities)
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