Senior Product Manager – Home Lending Customer Experience

Role Overview

• Lead and evolve the product vision, strategy, and roadmap for Customer Experience capabilities across Home Lending (digital and assisted experiences), ensuring alignment to business priorities and enterprise standards.
• Manage, coach, and develop a team of product managers and/or product owners; establish clear outcomes, operating rhythms, and a culture of accountability and continuous improvement.
• Partner with design & research to map end-to-end customer journeys, identify pain points, and translate insights into prioritized product opportunities.
• Collaborate with cross-functional partners (engineering, architecture, consumer digital, marketing, servicing, compliance, legal, UAT, and risk) to define requirements, ensure delivery readiness, and drive adoption.
• Own outcome-based prioritization across the portfolio using data (e.g., funnel metrics, call drivers, digital engagement, complaints, CSAT/NPS where applicable), customer impact for value, and technical feasibility for effort.
• Maintain an execution ready backlog, prioritizing work across customer impacts, business value, risk, and effort supported by clear business cases, noting dependencies. Manage tradeoffs and capacity.
• Establish and maintain a customer experience product roadmap connected to Home Lending strategy, including clear OKRs, milestones, dependencies, and release communications.
• Ensure solutions meet accessibility, privacy, and security expectations and align with regulatory and risk requirements across customer-facing experiences.
• Drive stakeholder alignment by communicating strategy, tradeoffs, and progress with clarity; influence across lines of business to deliver a consistent, enterprise-grade customer experience.
• Monitor post-launch performance, run continuous discovery, and iterate with teams to improve experience quality and reduce friction for customers and frontline users.
• Focus on data-driven outcome metrics to measure success.
• Leverage new technologies like GenAI and agentic AI to find efficiencies in how we build products and deliver solutions.

Requirements

• 7+ years of Product Management, product development, strategic planning, process management, change delivery, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 3+ years of management or leadership experience
• Bachelor’s degree in Business, Computer Science, Human-Centered Design, or related field; advanced degree preferred.
• 7+ years of product management experience, including experience delivering customer-facing experiences (digital and/or assisted channel) and partnering with technology teams.
• 2+ years of people leadership experience (direct management and/or matrix leadership), including coaching product talent and leading through influence.
• Demonstrated success defining and executing product strategy using customer insights and data-driven decisioning (e.g., funnel analytics, VOC, experimentation, operational metrics).
• Strong communication, stakeholder management, and change leadership skills with the ability to align diverse partners around outcomes.
• Experience translating complex business problems into clear product requirements and sequencing work across teams and dependencies.
• Familiarity with Agile delivery, modern product operating models, and common product tools (roadmapping, backlog management, analytics, and experimentation as applicable).
• Experience delivering or partnering on platforms that support customer experience (e.g., web/mobile, authentication, messaging/notifications, case management, knowledge content, workflow, or CRM).
• Knowledge of customer experience measurement and governance, including accessibility and content/journey standards.
• Proven track record of improving customer outcomes and driving adoption through clear product narratives, stakeholder alignment, and measurable results.
• Experience in financial services or other regulated environments delivering customer-facing products with strong risk, compliance, and controls partnership.
• Experience leading cross-channel customer journeys (e.g., digital to contact center/branch) and partnering with operations teams to reduce friction and rework.
• Experience with experimentation and measurement approaches (A/B testing, journey analytics, VOC programs) to quantify impact and guide iteration.

Benefits

• Health benefits
• 401(k) Plan
• Paid time off
• Disability benefits
• Life insurance, critical illness insurance, and accident insurance
• Parental leave
• Critical caregiving leave
• Discounts and savings
• Commuter benefits
• Tuition reimbursement
• Scholarships for dependent children
• Adoption reimbursement