Digital Servicing Officer

Job description

Why Eurobank? Are you enthusiastic about having a positive impact and working with a great team? Join us at Eurobank where Prosperity needs Pioneers! You will belong in a banking community that drives innovation, strives to exceed customers’ expectations, commits to sustainable practices, and combines global insights with local expertise to deliver exceptional value to all our stakeholders. Take advantage of multiple learning & development opportunities, flexible work arrangements, and a workplace where you will feel valued and respected! But hold on! We’re looking for more than just a great CV: We’re looking for your unique personality. Apply today and be part of a team as unique as you! Position Overview We are seeking a Digital Servicing Officer to join our Digital Channels team, part of the Digital Channels & Servicing Unit within the Group Digital Banking division. In this role, you will monitor, analyze, and report the penetration and usage of digital servicing capabilities offered through e-Banking and the Eurobank App, including comparison with the corresponding servicing activity through physical channels. You will also perform business analysis for new digital servicing capabilities and for improvements to existing capabilities across the Bank’s Digital Channels & Services, serving both individual and business customers. In addition, you will work closely with business, channel, customer experience, operations, technology, data, and other relevant stakeholders to identify servicing needs, translate them into clear business requirements, and support the evolution and adoption of digital servicing capabilities. Your key responsibilities will be: Monitor and analyze the penetration, adoption, usage, and performance of servicing capabilities available through e-Banking and the Eurobank App, for both individual and business customers. Benchmark digital servicing activity against the corresponding servicing activity through physical channels, identify migration opportunities and usage gaps, and prepare regular and ad-hoc management reporting with actionable insights. Perform business analysis for new digital servicing capabilities and enhancements to existing capabilities, including business needs assessment, process analysis, requirements definition, impact analysis, and preparation of clear business requirements and supporting documentation. Support the end-to-end delivery and rollout of digital servicing capabilities from the business side, including requirements clarification, business acceptance criteria, pre-rollout acceptance testing, launch readiness, and preparation of relevant documentation and support material for customers and staff. Collaborate with key stakeholders to continuously improve digital servicing and customer experience by analyzing customer behavior, feedback, operational data, channel performance, and service usage, and by proposing improvements that increase digital adoption, customer satisfaction, and migration from physical to digital servicing where appropriate. You will be a great candidate if you: Have at least 3 years of experience in Online Banking, Mobile, e-Commerce, Online Product Management and/or Business Analysis. Hold a bachelor degree in Economics, Finance, Maths/Physics, Engineering, IT or other Analytical studies (post graduate degree in Data Science, Risk Management or any other analytical domain will be considered an asset). Have experience in cross-functional project environments; familiarity with Agile ways of working will be considered an asset. Are data-driven, with a strong analytical background and the ability to translate channel usage and performance data into clear business insights and recommendations. Have very good communication, influencing and presentation skills. Are able to establish trust and manage effective working relationships with key stakeholders across business, operations, technology, data, and customer-facing functions. Combine strong business orientation with business analysis, requirements management, and project coordination skills. Have an excellent command of the English language and ability to form clear and concise presentations for Senior Management audiences. What’s in it for you: Competitive remuneration. Hybrid work: work-life balance through remote and in-office work. Learning & Development: Access Unlimited Udemy Learnings, international training methodologies Upskilling, Professional development and career guidance from successful executives. Identification and Utilization of Talent Pool through a structured Talent Management process. Wellbeing: Premium Health & Life insurance for you, your partner and/or your family and mental health support. 25 Days off from day one, plus potential extra days through our Winter Bonus scheme Pension plan to support your plans and future financial expectations. Engage in volunteering activities through our TeamUp program. Team building & wellbeing activities. Extra Benefits: Exclusive discounts at partner stores. Staff pricing for banking products. Nursery and summer camp allowance for your little ones. Join us! If you think you are the right fit for this role, we'd like to hear from you! Apply by 06/11/2026 Find us on LinkedIn so you can stay updated on our latest news! At Eurobank we are committed to providing equal employment opportunities and prohibit all forms of discrimination. All applicants will be treated fairly and with the utmost confidentiality.