AVP, Servicing Product Lead – Digital Banking

Role Overview

• Define and execute the overarching vision for digital banking servicing, aligning platform strategy and improvements with business goals and customer needs
• Own and prioritize the servicing product backlog, translating requirements from business, operations, and customers into actionable user stories and acceptance criteria
• Work closely with the servicing tech lead and engineering teams to deliver robust features and enhancements; facilitate agile processes and ensure smooth sprint execution
• Gather, interpret, and champion feedback from a broad group of stakeholders—operations, customer support, compliance, and end users—to inform product decisions and strategy
• Oversee ongoing improvements to servicing capabilities, with Savana as the current platform, focusing on scalability, reliability, and user experience
• Maintain clear, up-to-date documentation for servicing requirements, release notes, and process flows; communicate progress and challenges transparently to all stakeholders
• Partner with QA and technical teams to establish acceptance criteria, support user acceptance testing (UAT), and ensure high standards of delivery
• Keep abreast of digital banking trends, competitor servicing platforms, and regulatory changes impacting servicing operations
• Coordinate with platform vendors and SI partners to manage projects, resolve issues, and align on roadmap priorities; ensure vendor deliverables meet established timeframes and support the Bank’s servicing strategy
• Perform other duties as assigned

Requirements

• Bachelor’s Degree preferably in Computer Science, Business, Engineering, or a related field required
• Minimum of 6 years of experience as a Product Owner, Business Analyst, or similar role, preferably within digital banking, fintech, or SaaS environments required
• Strong technical acumen and ability to collaborate with technical leads and engineering teams
• Experience working in Agile/Scrum environments
• Understanding and experience with banking operations (call center, payment operations, fraud operations)
• Hands-on experience with servicing platform administration, configuration, or implementation (Savana or equivalent)
• Proficiency with Microsoft Office tools (Outlook, Word, PowerPoint, Excel)
• Excellent verbal, written, and interpersonal communication skills
• Strong organizational skills and attention to detail
• Outstanding problem-solving and time management skills
• Self-motivated, self-directed, and results-oriented
• Adaptable and able to multitask in a fast-paced environment
• Can work independently and within a team; solution-oriented with a collaborative approach

Benefits

• Comprehensive health, dental, and vision plans
• 4 weeks PTO
• 401k + company match
• Metro SmartTrip benefits ($50/mo)
• Remote or hybrid (4 days per week in-office) work schedules for most positions
• Incentives for purchasing solar panels, electric vehicles, biking to work, etc.
• Paid subscriptions to Veterans Compost, Capital Bikeshare, Imperfect Foods reimbursement, and more!
• Best Workplaces for Commuters 2023 & 2024 winner
• The Washington Post Top Workplaces 2023, 2024, and 2025 winner
• American Banker Best Banks to Work For 2023 winner