Advisor, Information Technology (Application / Product Owner)

Oriental Bank in San Juan is seeking an Advisor, Information Technology who will help shape and run customer-facing digital platforms through a product lens. This hybrid role focuses on strategic ownership and lifecycle management of assigned applications, from defining product vision and roadmaps to managing Agile delivery and ongoing improvements that support customer experience, operational efficiency, security, compliance, and digital transformation.

What you’ll do

• Own and maintain product roadmaps, priorities, and strategic plans aligned to business goals, customer needs, regulatory requirements, and enterprise initiatives.
• Define product vision, goals, success metrics, and release priorities, ensuring alignment with customer experience, operations, and digital transformation strategies.
• Turn business objectives into actionable requirements, including user stories, acceptance criteria, and prioritized backlog items for delivery execution.
• Partner with business leaders and stakeholders to identify opportunities, gather requirements, facilitate workshops, and maintain alignment across initiatives 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 and participate in Agile planning, backlog refinement, sprint reviews, user acceptance testing, and release activities.
• Work with business teams to define operational and customer experience KPIs, monitor performance metrics, analyze trends, and identify continuous improvement opportunities.
• Evaluate and support initiatives related to automation and artificial intelligence, self-service, intelligent routing, virtual assistants, and enhancements to customer experience, 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 implementation of strategic initiatives.
• Ensure product compliance with banking regulations, security standards, data privacy requirements, risk controls, audit expectations, and internal governance policies while supporting ongoing product lifecycle management.

Requirements

• Bachelor’s degree in Business Administration, Information Systems, Computer Science, Engineering, or a related field required.
• 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.
• Agile delivery experience required, including Scrum methodologies, backlog management, user story development, release planning, business requirements management, and product lifecycle management.
• Experience delivering customer-facing technology solutions and collaborating 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, APIs, integrations, and omnichannel engagement strategies.
• Experience with FIS platforms, Digital One, Contact Center technologies, Interactive Voice Response (IVR) solutions, 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 (Excel, Word, PowerPoint, Outlook) required.

Technology areas

• Identity and Access Management (IAM)
• Multifactor Authentication (MFA)
• Application Programming Interfaces (APIs)
• FIS platforms
• Digital One
• Contact Center technologies
• Interactive Voice Response (IVR)
• Artificial Intelligence (AI)
• Microsoft Office (Excel, Word, PowerPoint, Outlook)

Location and work authorization

San Juan, PR (hybrid). Legally authorized to work in the US is required for this indefinite duration position, with permanent or ongoing work authorization maintained throughout employment.