U.S. Bank Principal Product Manager - Do It Together (DIT) tools in Minneapolis, Minnesota
At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we’re one of the country's most respected, innovative and successful financial institutions. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.
Job DescriptionMore than ever before, there are multiple modes of interaction between bankers / advisors and customers. The first mode is "do it for me", where the customers would have expected bankers / advisors to do things for them. In banking this was visiting a branch or contacting the call center. As technology advanced and screens / interfaces became simple enough to give directly to customers, we had the advent of DIY or "do it yourself". In banking this started with ATMs and then web and now mobile and even voice. Even before Covid, bankers / advisors had started sharing screens or omnichannel experiences which were saved and retrieved over time (e.g. start in branch finish at home or vice versa). When Covid hit, there was a need to "do it together" (DIT) with customers remotely using all manor of tools including appointment scheduling, video chat, co-browsing, eSignature, and more.
This role will lead and coordinate the identification and integration of the tools and systems needed to facilitate "do it together" experiences between customers and bankers / advisors. This would include, but not limited to, appointment scheduling, video chat, co-browse, and the orchestration and integration of other needed platform services into that experience e.g. eSign, authentication etc. This role will own some tools, integrate other and help segment teams orchestrate innovative and delightful customer journeys and experiences with a suite of DIT oriented tools.
Core responsibilities include: Will create a compelling vision for DIT tools both at an individual tool level and as an orchestrated and integrated set of tools and services
Collaborates with stakeholders and business partners to define DIT digital capabilities and experience and align with other customer segment and enterprise strategies
Establish, monitor and maintain cross-departmental communication about how product work is prioritized and managed, as well as how key metrics are performing
Partner with capability managers, delivery managers, architects, UX Design, scrum masters, business lines and other product managers to evangelize the best solutions and facilitate execution across various stakeholders
Hands-on leader who excels at data analysis and customer research to drive discovery and ensure the right problems are identified along with the most fitting solution
Work collaboratively across BLs / Functions to define, sequence and execute the DIY Digital roadmap
Act as a leader and mentor for other digital product managers
Advocates and embodies customer-obsession, within and outside the Consumer digital team resulting in simple, frictionless and innovative digital products/experiences
Presents persuasively and authoritatively to peers and senior leadership, while facilitating collaborative conversation
Define and evolve the automated investing experience in alignment with the Consumer and Digital Strategy
Create experience roadmaps aligned with partner business objectives
Take experiences from initial concept through user research, co-creation and rapid prototyping
Articulates the trade-off between KPIs that measure customer experience and KRIs that measure risk
Clearly quantifies the strategic value and business benefit of DIT digital experiences and contributes to executive management evangelization for investment approval
Demonstrates thought leadership by integrating analytics to drive innovative experiences for customers that have a positive impact on business results
Manages a consistent, repeatable set of product artifacts (product-level roadmaps, feature / function gap analysis, journey / process maps, inventory of “best-in-class” experiences), evolving them in sync as our business changes and grows
Basic Qualifications Bachelor's degree, or equivalent work experience; Master’s degree preferred
10 or more years of product management experience
Preferred Skills/Experience Considerable experience with digital product development in an Agile environment
Track record of delivering DIT tools including appointment scheduling, co-browsing, chat, video, eSign document either for a brand or as a product manager for the technology itself
Extensive product/program development, implementation and strategic analysis experience within a matrixed environment
Excellent management, leadership and interpersonal skills
Thorough knowledge of competitive market, operations and various products and services within financial services or other direct to consumer industries
Well-developed verbal and written communication skills
Strong financial and competitive analysis skills
Benefits: Take care of yourself and your family with U.S. Bank employee benefits. We know that healthy employees are happy employees, and we believe that work/life balance should be easy to achieve. That's why we share the cost of benefits and offer a variety of programs, resources and support you need to bring your full self to work and stay present and committed to the people who matter most - your family.
Learn all about U.S. Bank employee benefits, including tuition reimbursement, retirement plans and more, by visiting usbank.com/careers.
EEO is the Law Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal EEO is the Law poster.
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U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.