Product Manager; Business Banking Lending Account Management
About The Position
As a Product Manager in Business Banking, you will oversee key account management capabilities and continuous improvements for Business Banking customers who access lending products and manage their account activities. You will own the customer-facing digital servicing experience across core journeys such as payments, advances, communications, and self-service. In partnership with Technology, Design, Operations, and Risk/Controls, you will improve discoverability, reduce friction, and deliver measurable improvements in customer experience, containment, and servicing efficiency. The role includes developing product strategy and vision, conducting discovery and market research, maintaining a product backlog aligned with the roadmap, and defining success metrics. You will lead end-to-end improvements to loan account management journeys, including payment scheduling and execution, advances, communications, account activity, and self-service. You will also coordinate testing and delivery, ensure operational readiness and control expectations, and monitor product performance after launch.
Requirements
- 5+ years of product management experience in digital customer experiences, servicing, or account management.
- Demonstrated ability to deliver customer-facing journeys end-to-end with measurable outcomes.
- Strong partnership skills with Technology, Design, and Operations, and comfort driving prioritization and trade-offs.
- Experience defining requirements, including epics, stories, and acceptance criteria, and managing a backlog against a roadmap.
- Data-driven mindset and experience using analytics and customer insights to guide decisions.
- Experience with Business Banking lending or loan servicing and/or digital payments or advances journeys.
- Advanced knowledge of the product development life cycle, design, and data analytics.
- Familiarity with digital communications and notifications, discoverability and content improvements, and delivery in a regulated environment.
- Proven ability to lead product life cycle activities, including discovery, ideation, strategic development, requirements definition, and value management.
Nice To Haves
- Demonstrated prior experience working in a highly matrixed, complex organization.
Responsibilities
- Develop product strategy and vision that deliver value to customers.
- Manage discovery efforts and market research to uncover customer solutions and incorporate them into the product roadmap.
- Own, maintain, and develop a product backlog that enables development to support the strategic roadmap and value proposition.
- Build frameworks and track product success metrics, including cost, features and functionality, risk posture, and reliability.
- Define, prioritize, and deliver end-to-end customer journeys for Business Banking loan account management, including payments, advances, account activity, and self-service servicing actions.
- Improve the discoverability and completion of key actions and information through navigation, content clarity, information architecture, in-product guidance, and contextual help.
- Own digital enhancements for payment scheduling and execution, payment issue resolution, and advances experiences, including status visibility and confirmation flows.
- Improve communications, including in-app messaging, notifications, alerts, statement and document access, and preference management.
- Define and track KPIs such as adoption, task completion, customer satisfaction, containment or deflection, time to resolution, contact drivers, and defects or incidents affecting the digital experience.
- Ensure solutions meet operational readiness and control expectations; partner with Operations and Risk/Controls on exception handling, disclosures, auditability, and issue resolution processes.
- Partner with Technology and Design on discovery, journey mapping, prototyping, iterative testing, and delivery; coordinate UAT, release readiness, and post-launch monitoring.
Benefits
- Competitive total rewards package, including base salary determined based on role, experience, skill set, and location.
- Eligible roles may receive commission-based pay and/or discretionary incentive compensation in cash and/or forfeitable equity.
- Comprehensive health care coverage.
- On-site health and wellness centers.
- Retirement savings plan.
- Backup childcare.
- Tuition reimbursement.
- Mental health support.
- Financial coaching.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
