Digital Product Manager

Overview

The Digital Product Manager oversees the bank’s digital strategy and execution, including digital account opening and digital banking platforms for consumer, small business, and commercial customers. This role balances hands-on system management with strategic leadership; driving measurable improvements in customer experience, digital adoption, and operational efficiency in the back office while managing key fintech and core-integrated partners.

Responsibilities

Digital Ownership & Strategy

• Own the full lifecycle of assigned digital products from strategy and planning through implementation, optimization, measurement, and retirement.
• Develop, maintain, and communicate a multi-year digital product roadmap aligned with the Bank's strategic objectives.
• Utilize customer feedback, analytics, competitive research, and frontline employee input to continuously improve digital products.
• Evaluate emerging technologies, including AI and automation, to improve customer experience and operational efficiency.
• Assist marketing team in customer segmentation, customer journey development, campaign design & delivery through multiple digital channels, implementation, results measurement and optimization.
• Act as the internal subject matter expert on all assigned digital channel capabilities and limitations.

Platform & Vendor Management

• Build strategic relationships with key fintech partners, influencing product roadmaps and advocating for enhancements that benefit the Bank.
• Hold vendors accountable for performance, uptime, service levels, and delivery timelines.
• Develop business cases and ROI analyses for significant digital investments and platform enhancements.
• Lead vendor evaluations, assist in contract renewals, and ongoing due diligence in partnership with risk and compliance.

Digital Account Opening & Onboarding

• Optimize the end-to-end customer onboarding experience from application through funding, enrollment, activation, and early engagement.
• Monitor key metrics and drive continuous improvement across conversion rates, abandonment, time to open, fraud mitigation, and onboarding.
• Ensure alignment with KYC/CIP and compliance requirements.

Cross-Functional Leadership

• Balance customer needs, operational efficiency, regulatory requirements, and strategic priorities when determining product enhancements.
• Partner with business line leaders and operational department leaders to ensure digital solutions support enterprise objectives.
• Lead organizational readiness activities including communication, training, and adoption planning for major digital initiatives.

Performance & Execution

• Track and report on digital KPIs (e.g. adoption, usage, customer satisfaction, efficiency gains).
• Establish release governance processes, ensuring appropriate testing, communication, training, and post-implementation review.
• Serve as escalation point for complex issues impacting customers or staff.

Risk & Compliance

• Partner with Compliance, BSA, and Information Security personnel to ensure digital channels are secure and compliant.
• Support audits, exams, and vendor risk management requirements.