ABOUT THE JOB (JOB BRIEF):
Our team's focus is on Omnichannel Originations across all KeyBank clients and channels. Digital Product Managers have to align business needs, client/employee experience, and technology to create awesome digital products. We're building a world-class experience that wows our clients and makes life easy for our employees. You will be responsible for a comprehensive digitally delivered financial advice strategy focused on improving the financial wellness of the millions of KeyBank digital banking clients. The Digital Banking Manager will be accountable for delivering the Digital Product P&L along with product specific KPIs. This role will be responsible for defining a set of multi-year product roadmaps to deliver on Key's overall digital strategy and vision. With a desire to innovate and think digital first you will drive innovation and engagement of the financial wellness tools provided to clients, with a focus on building out the end to end client experience and achieving maximum engagement and client satisfaction.
Initiate and lead projects to implement enhancements to current digital banking capabilities and help drive innovation while collaborating closely with marketing, technology, product partners, vendors and internal partners to ensure effective deployment of budget in order to maximize our digital investment. This person will also act as a coach to other Digital Product Managers.
At KeyBank we are looking for passionate, multi-disciplinary product managers who are as comfortable leading a brainstorm as they are building a data model. We need product owners who will obsess as much about the customer experience as they will about the business benefit. This is a fast moving, high energy environment where the right individual can make a difference on the client experience.
The primary measure of success for this role will be driven by increased financial health scores and overall customer satisfaction. The product and service you will be leading must contribute to helping Key differentiate itself from competition.
ESSENTIAL JOB FUNCTIONS:
Build a product strategy to include target client segments, market assessment and business/consumer insights, differentiated value proposition and corresponding business case including financial benefits and investments.
Lead cross-functional team to build out and implement the strategic roadmap over a multi-year period with a clear focus on client centricity.
Develop and manage the entire digital product lifecycle for how we define, deliver, and measure digital advice/financial wellness services to a portfolio of digital platforms that lead to a healthier financial well being for our millions of digital banking clients.
Develop new enhancement and process improvements based on market insights and performance data to ensure KeyBank is an industry leader in providing financial wellness advice and tools to our clients.
Collaborate with designers, software engineers, and others across the business to invent financial wellness features and experiences that will differentiate KeyBank and make banking easier for our clients.
Create a digital experience that seamlessly merges a client's typical digital banking activity with steps to improve their financial wellness.
Demonstrate a strong understanding of technology to collaborate with our technology partners to build integrated, scalable, and extensible financial tools that will deliver on the financial well being of our digital banking clients.
Produce comprehensive digital product documentation to ensure efficient and effective cross team collaboration.
Develop project plans and manage projects with aggressive time frames and assure that goals, budgets and deadlines are met.
Partner with our client experience team to drive the customer-centric research process for defining the product feature set and user experience.
Partner with our customer insights team to define a consumer analytics strategy that will allow for data driven insights and strategic decisions.
Specific objectives for this role include but are not limited to:
Driving increase usage of financial wellness tools.
Driving personal financial wellness conversations whether they are virtual or in person in our banking branches across the country.
Creating a digital experience that a client "feels" changes to their financial wellness as measured through KeyBank's customer satisfaction score.
Evangelize financial wellness and generate a consensus on the strategy from business partners across the enterprise.
Translate business goals into functional digital strategies and tactical digital product ideas.
Take the enterprise customer and the portfolio of platforms into consideration when assessing the impact of new projects.
Work closely with various business leaders to advise them on how to develop and sustain a business advantage in their space via KeyBank's digital channels.
Maintain and manage multiple and/or changing priorities quickly with flexibility, initiative, innovation and a team focus to drive success
Make sound data driven judgments drawing from both analytical data sources and qualitative data sources.
Use problem-solving skills that help identify, isolate and resolve problems and issues in a timely fashion to negate or minimize customer impact.
Develop solutions to new and complex issues.
Serve as primary contact for assigned initiatives while influencing and leading cross functional teams and projects.
Develop close working relationships with other departments in the company as well as external contacts.
7+ years of digital product management with a preference for candidates with varied experience across the digital product lifecycle
Bachelor's degree in business, marketing, information systems management or equivalent preferred
Demonstrated ability to drive revenue in digital channels (marketing, eCommerce, online customer experience)
Strong/expert background in analytics with demonstrated ability to synthesize data from multiple sources into meaningful conclusions and actionable strategic plans that support business objectives
Ability to build and leverage relationships with cross-functional/external stakeholders to both gain understanding of business objectives and obstacles and also to facilitate execution of strategic direction
Clear understanding of digital technology and consumer trends
Fundamental knowledge of retail banking, including marketing, products and current industry trends
Excellent written and verbal communication skills, including strong presentation skills that can explain technical concepts for non-technical audiences
Demonstrated ability to lead a project team in both waterfall and/or agile environments
KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
Keybank National Association