Customer Experience Product Manager

U.S. Bank • Horsham, PA

4d • $119,765 - $140,900

About The Position

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

Product Managers at U.S. Bank are customer obsessed in driving product visioning, planning and development to deliver on our human + digital product strategy and staying one step ahead of evolving economic, technological, and customer needs.

This role is responsible for driving product and customer experience strategies that deliver meaningful value for credit card customers and support the achievement of business objectives. The position will initially focus on the management and evolution of the ExtendPay Plan point-of-sale program while helping shape broader customer experience capabilities and priorities across the organization. ExtendPay enables eligible credit card customers to convert qualifying purchases into predictable monthly payments with a fixed monthly fee and no interest during the selected repayment term. The successful candidate will partner across Product, Risk, Operations, Marketing, Technology, Finance, Legal, Compliance, and external partners to identify opportunities, define strategic priorities, and deliver customer-focused solutions. This role requires strong leadership, analytical rigor, and the ability to influence stakeholders across a complex, matrixed organization.

Requirements

• Product management experience
• Minimum Qualifications: Product management experience

Nice To Haves

• Expertise on the critical interdependencies among product model system elements that help and hinder performance; ability to plan and design solutions that synchronize resources to achieve business results using business metrics, key performance indicators, design systems, service blueprints, and reusability.
• Ability to anticipate shifting market priorities, internal and external customer needs in a manner that consistently adds value.
• Strong customer centricity to implement strategies and techniques used to ensure that customers have a positive experience with the organization's products and services at every touch point.
• Knowledge of technical aspects of software products; ability to design, configure and integrate technical aspects of software products.
• Knowledge of Agile ways of working, knowledge of processes, tools and techniques for assessing and controlling an organization's exposure to risks of various kinds; ability to apply knowledge of risk management appropriately to diverse situations.
• Preferred skills: product PnL, product strategy, vision and planning, product discovery, product development, channel alignment and management, adoption, customer experience research, insight and execution, agile ways of working, go to market and sales channels, performance measurement and optimization, marketing and analytics, customer centricity.
• Experience in product management, customer experience, payments, financial services, or a related field
• Experience leading product, portfolio, or customer experience initiatives within credit cards, consumer lending, payments, or financial services
• Demonstrated success developing and executing product or customer experience strategies that drive measurable business and customer outcomes
• Experience managing complex cross-functional initiatives across a matrixed organization
• Strong strategic thinking, analytical, and problem-solving capabilities
• Ability to leverage customer research, data, and market insights to identify opportunities and establish priorities
• Experience working with external partners, third-party providers, and integrated technology solutions
• Knowledge of credit card installment lending programs, payment solutions, or related products preferred
• Ability to lead through ambiguity, influence without direct authority, and adapt to evolving business priorities
• Proven commitment to customer-centric decision making and continuous improvement

Responsibilities

• Identify, analyze and interpret business data using various kinds of techniques to meet business needs and requirements.
• Activate the connective tissue between U.S. Bank, customer experience, digital, technology, and business line strategy to identify and prioritize product / portfolio opportunities, and establish the product vision, charter and roadmap.
• Defines product outcomes and Objectives and Key Results (OKRs) to prioritize Features/Epics and breaks down work into actionable steps to facilitate product discovery, design, development and delivery.
• Manages the end-to-end product lifecycle and drives the product roadmap leveraging OKRs (Objectives and Key Results). Creates the product in conjunction with agile, experience design, technology and risk partners to achieve business and customer outcomes. In the case of technical products, understands and cares for the technical features, debt reduction and modernization of the technical product with expertise in the technology required of the product.
• Develop and execute product and customer experience strategies that support customer needs and business goals.
• Provide strategic leadership for the ExtendPay Plan portfolio, including performance optimization, feature enhancements, and future roadmap development.
• Translate customer insights, business objectives, and market opportunities into actionable product and experience initiatives.
• Lead cross-functional efforts to identify, prioritize, and implement customer experience improvements.
• Establish business cases and success metrics for new capabilities, enhancements, and process improvements.
• Partner with internal stakeholders and external providers to deliver integrated solutions that improve customer outcomes and operational effectiveness.
• Monitor portfolio performance and leverage data-driven insights to inform strategic decision-making.
• Drive a culture of continuous improvement through testing, learning, and scaling successful customer-centric solutions.
• Influence and align stakeholders across multiple business lines and functional areas to advance strategic priorities.
• Responsibilities span consumer and small business card portfolios, including U.S. Bank branded credit cards, Elan financial institution programs, and co-brand/partner card businesses.

Benefits

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed