Product Manager - Operations Digital Client Experience

 

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.

Job Description

The OPM Digital Client Experience team is searching for a strategic Product Manager to lead the development and delivery of enablement experiences across a diverse portfolio of products. In this position, you will enhance the servicing experience by equipping clients with intuitive tools and proactive communication, resulting in greater engagement. Working closely with the digital team, you will help define the product vision, shape the roadmap, and drive measurable improvements in both customer satisfaction and business outcomes.

Key Responsibilities:

• Create, manage, and drive the overall product strategy and roadmap using Agile methodology, in partnership with product, strategy, business, operations, and stakeholder teams.

• Define product outcomes and OKRs to prioritize features and epics, breaking down work into actionable steps to support product discovery, design, development, and delivery.

• Oversee the full product lifecycle and guide the roadmap using OKRs, collaborating closely with Agile, experience design, technology, and risk partners to deliver impactful business and customer outcomes.

• Collaborate with stakeholders to define and prioritize customer-centric capabilities; own, write, refine, and manage the product backlog.

• Partner with teams across OPM, Operations, Chief Digital Office, Technology, Marketing, Finance, Analytics, Sales, and Enterprise CX to identify and deliver new client experiences that drive digital adoption.

• Ensure cross-functional representation throughout discovery, design, development, delivery, and assessment to deliver solutions that create customer and business value.

• Lead the end-to-end management of and delivery of enablement experiences across a diverse portfolio of multiple products, including Mortgage, HELOC, Auto Loans, Personal Loans, and Lines of Credit.

• Partner with relevant teams to assess and document the current state of digital experiences, uncover customer pain points, and identify opportunities for improvement.

• Conduct deep dives into customer pain points using journey maps and insights to inform product decisions and prioritize enhancements.

• Drive the identification, development, and delivery of onboarding and retention opportunities that create seamless and engaging customer experiences.

Basic Qualifications
- Bachelor's degree, or equivalent work experience
- Typically six or more years of related experience

Preferred Skills/Experience
- Self-directed and strong communicator with experience leading cross functional discussions, driving alignment, and ability to drive initiatives forward.

- Skilled in interpreting customer journey maps to identify pain points and inform product decisions

- Proven ability to collaborate with UX, design, research, and development teams to deliver features

- Experience delivering enhancements across onboarding and retention journeys for multiple digital products.

- Well-developed ability to develop and articulate a product vision that supports outcomes, value and prioritization of work
- Advanced understanding and demonstrated abilities in support of the Lean/Agile mindset
- Demonstrated leadership and interpersonal skills including ability to collaborate with and empower teams
- Standard industry certifications such as SAFe, CSPO, or PSPO are preferred

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Benefits: 

Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following:

• 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

Review our full benefits available by employment status here.

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $111,605.00 - $131,300.00

U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.

Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.

Posting may be closed earlier due to high volume of applicants.