AVP, Servicing Product Lead, Digital Banking

Job Summary

The AVP, Servicing Product Lead, Digital Banking, is responsible for leading all aspects of servicing across our digital banking ecosystem. The Lead has end-to-end ownership of servicing solutions, ensuring exceptional customer experience and operational efficiency. This role works in close partnership with the existing servicing tech lead, driving platform enhancements and collaborating cross-functionally to deliver scalable solutions.

Duties and Responsibilities

• Product Vision & Strategy: Define and execute the overarching vision for digital banking servicing, aligning platform strategy and improvements with business goals and customer needs
• Backlog Management: Own and prioritize the servicing product backlog, translating requirements from business, operations, and customers into actionable user stories and acceptance criteria
• Cross-Functional Collaboration: Work closely with the servicing tech lead and engineering teams to deliver robust features and enhancements; facilitate agile processes and ensure smooth sprint execution
• Stakeholder Engagement: Gather, interpret, and champion feedback from a broad group of stakeholders—operations, customer support, compliance, and end users—to inform product decisions and strategy
• Platform Enhancement: Oversee ongoing improvements to servicing capabilities, with Savana as the current platform, focusing on scalability, reliability, and user experience; remain open to future platform evolution
• Documentation & Communication: Maintain clear, up-to-date documentation for servicing requirements, release notes, and process flows; communicate progress and challenges transparently to all stakeholders
• Quality Assurance: Partner with QA and technical teams to establish acceptance criteria, support user acceptance testing (UAT), and ensure high standards of delivery
• Market & Regulatory Awareness: 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

Qualifications

• 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

Position Requirements

• We are committed to creating an inclusive workplace where all employees are capable of performing their job position.
• Work is primarily conducted in an office setting while certain positions may allow for remote work through the use of technology at management discretion.

Perks and 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!
• The Washington Post Top Workplaces winner for four consecutive years (2023-2026)

CORE PRINCIPLES

• Excellence: Excellence is not a goal, but a standard, reflected in the precision of our work and the quality of our decisions.
• People: Our people are our greatest strength. We foster a culture of respect, inclusion, and ambition - where everyone matters. We celebrate collaboration and teamwork and prize loyalty - to one another, the company, our mission, and values.
• Innovation: We invest boldly in technology, harnessing innovation not for its own sake but to make banking and lending better, faster, and smarter for our clients, more efficient for our team, and more profitable for our shareholders. By combining human insight with technological excellence, we strengthen our ability to serve, to adapt, and to succeed in a changing world. Innovation is a continuous investment in new ideas.
• Sound Practices: Our foundation rests on prudence, care, integrity, and discipline. We manage credit and business risk with rigor and fundamentals-based judgment, act with transparency, and uphold the highest standards of corporate governance and regulatory compliance to ensure sustainable growth and enduring financial strength.
• Distinct Value: We focus our energy where we add value. We avoid the commoditized and the ordinary, choosing to compete through insight, specialization, technology and service. By concentrating on areas where expertise matters and relationships endure, we create differentiation that is defensible and lasting.
• Clients: We exist to advance our clients’ success and to help them grow. We listen deeply, think creatively, and deliver solutions that solve problems, drive impact and add value. Every client relationship is built on partnership, performance, and purpose.
• Shareholders: We are committed to creating exceptional value for our shareholders. We invest for the long term and view our shareholders as partners - not observers - in value creation. We allocate capital wisely, execute with precision, and continuously adapt our business model to pursue the most attractive, risk-adjusted returns. We work to make rational decisions, avoid unnecessary complexity, maintain strong liquidity and capital, and communicate with clarity and honesty. We measure success both by current performance and by the durability and quality of the long-term value we build.
• Communities and the Environment: We believe prosperity and responsibility go hand in hand. We invest in inclusive opportunity and environmental stewardship. Our goal is simple - to do our part build a brighter, more sustainable future for the communities we serve and the world we share