Onboarding Product Manager

Description

We are seeking a seasoned Senior Product Manager to join our dynamic team to lead Omni-Channel Customer Onboarding and reimagine what it means to guide customers through account set up and initial usage. The ideal candidate will have a proven track record of driving product strategy, managing cross-functional teams, and delivering successful experiences that meet both customer needs and business objectives. 

Responsibilities

• Product Strategy: Lead the development and execution of product strategies for improving the onboarding experience, aligning with the bank's goals and customer needs. Challenge the status quo in driving innovation and find sustainable value creation opportunities. Drive short-term objectives and long-term vision fueled by deep understanding of customer needs.

• Roadmap Management: Own the product roadmap, prioritizing features and enhancements based on customer feedback, market research, and business priorities.

• Cross-Functional Collaboration: Collaborate closely with engineering, design, marketing, our branch-retail network and other stakeholders todevelop and enhance onboarding experience, ensure alignment, successful product delivery and end-to-end experience management.

• Product Development: Oversee the entire product development lifecycle from concept to launch to ongoing optimization, ensuring high-quality deliverables on time and within budget. Understand how your products fit into the larger ecosystems and anticipate impacts from changes in other parts of the business, partnering to evaluate tradeoffs of technical decisions and customer experience impacts. 

• Continuous Improvement: Continuously seeking ways to enhance the onboarding experience through innovation and iteration based on customer feedback and market insights.

• Market Research: Conduct market research to identify opportunities, assess competition, and gather insights to inform product decisions.

• Testing and Optimization: Build robust test & learn agendas and analyze user data to optimize the onboarding [LM2]experience and improve new customer primacy and retention.

• User Experience: Champion the user experience, ensuring products are intuitive, user-friendly, and deliver exceptional value to customers.

• Metrics and Analysis: Define key performance indicators (KPIs) and analyze product metrics to measure success and drive continuous improvement (e.g., time from open to account usage, customer satisfaction scores, new-to-bank call volumes). Take actions to address any issues or opportunities for improvement, refining your roadmap as the data dictates. Transform customer insights into actionable strategies.

• Regulatory Compliance: Ensuring that onboarding solutions comply with relevant banking regulations and data privacy laws while also pushing the envelope to build an optimal experience that maximizes opportunity while minimizing risk. 

• Stakeholder Communication: Communicate product plans, progress, and results to executive leadership, stakeholders, and cross-functional teams. Rally teams around your product vision and influence prioritization across partner teams. 

• Team Leadership: Provide mentorship and guidance to junior product managers and cross-functional team members, fostering a culture of collaboration and innovation.
  
  

Qualifications:

• Bachelor's degree in business, computer science, engineering, or related field; MBA or advanced degree preferred.

• 5-7 years of experience in product management, with a proven track record of delivering successful products in a fast-paced environment.
• Strong leadership and communication skills, with the ability to influence and collaborate effectively across functions and levels of the organization. Ability to circumvent roadblocks and build advocates for your vision across an organization.
• Deep understanding of product management methodologies, including Agile, Scrum, and Lean.
• Experience with product management tools such as JIRA & Confluence
• Analytical mindset with the ability to use data to make informed decisions and drive product improvements.
• Passion for technology and innovation, with a customer-centric approach to product development. Ability to bring teams together to problem solve what is possible.
• Experience managing multiple pods/squads simultaneously and mobile app development teams. Ability to drive teams toward common goals and put the team before yourself. 
• Comfortable with ambiguity and a hunger to learn and tackle new challenges. 

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Monday - Friday
• Hybrid- 4 days per week onsite at a Citizens corporate office

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.