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Director, Digital Lending Product Manager

Company: PEOPLES UNITED BANK
Location: Bridgeport
Posted on: September 15, 2020

Job Description:

BRIDGEPORT-850 MAIN ST

Job Description

People’s United Bank is currently seeking a Director, Digital Lending Product Manager to join our growing digital team! This Product manager will support our digital retail lending platforms; responsible for full product lifecycle across roadmap prioritization, enhancement refinement, vendor management and production management

• Owner of digital experience and single point of contact across internal stakeholders for development and deployment including business line sponsor (Residential and Consumer Lending), Legal, Compliance, Info Security, Fraud, BSA, Enterprise Architecture, IT/middleware team, QA, Marketing, and Analytics partners.

• Support Residential and Consumer Lending lines of business with specific focus of the digital customer/applicant experience within the context of the overall lending ecosystem and application process with touchpoints across lending professionals (originator, loan officers, underwriter, etc.) through the customer journey.

• Facilitate monthly or quarterly executive level Product Review meetings to provide updates on monthly KPIs, performance of recently deployed enhancements, insights and understanding of current experience friction or pain points, prioritization of future enhancements in support of business objectives.

• Own definition and execution of ongoing KPIs per product database reporting and behavioral analytics; collect input from management and stakeholders on reporting requirements; partner with data analysts to develop dashboards (such as in Qlik or other BI tool); perform ad hoc analysis by querying data directly (from available databases).

• Evaluate conversion and funnel analysis per behavioral reporting (such as Adobe Analytics, Google Analytics) and define framework and additional tagging requirements to understand user experience across page or step duration, drop off points, error renderings, and device preferences.

• Ensure a 360 degree understanding of performance and customer satisfaction of the digital experience including customer support inquiries (via phone, chat channels) and VOC (voice of customer) mechanisms such as NPS, surveys, usability reviews.

• Develop in partnership with customer support, Marketing and Home Lending line of business customer facing help information such as click through demos, video tutorials, etc.

• Partner on development of internal-facing customer support materials; participate in internal training sessions as the subject matter expert of the digital experience.

• Liaison with key vendors including software solution providers, market research and other related digital outside services.

• Share key digital experience trends and data points with key staff and key stakeholders.

• Lead cross functional and cross divisional implementation teams while managing key stakeholder relationships.

• Execute ongoing operations, KTLO and management of applications in the bank digital ecosystem. Manage digital staff, department operations and mentor junior digital analysts as assigned.

• Digital product managers lead the organization in creating requirements/user stories, define functional specification, and provide project management support to initiatives aimed at transforming the overall Company digital experience for customers.

• This role is responsible for analyzing processes, applications and tools, and support execution of projects to enhance our business, and developing expertize within the functional areas they support. This role will define the methods and approaches in performing the relevant digital business analysis.

• This role will often be called upon to support projects in one or more concurrent work streams. They must be self- managed and hold team members accountable for success. This role will drive the coordination across divisional activities.

• Adheres to compliance procedures and internal/operational risk controls in accordance with any and all applicable regulatory standards, requirements, and policies

Job Requirements

Education/Experience Requirements:

• Advanced degree or equivalent experience.

• 7 - 10 years relevant experience.

Knowledge/Skills/Technical Abilities:

• Experience in consumer financial services, in particular in home lending business.

• Bias for innovation and disruption through digital transformations.

• Experience with Agile product management and development practices.

• Excellent communicator – across verbal, written and presentation formats.

• Experience with digital product management – development of KPIs, roadmap development, user story refinement, UAT.

• Experience managing third party/digital vendor relationships.

Keywords: PEOPLES UNITED BANK, Bridgeport , Director, Digital Lending Product Manager, Other , Bridgeport, Connecticut

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