Customer Experience Product Manager

About the role

Product Managers at U.S. Bank are customer‑obsessed leaders who drive product vision, planning, and development to deliver on a human + digital product strategy. They activate connections between customer experience, digital, technology, and business line strategy to identify and prioritize product and portfolio opportunities, establishing product vision, charter, and roadmap.

Responsibilities

• Identify, analyze and interpret business data using various techniques to meet business needs and requirements.
• Activate the connective tissue between U.S. Bank, customer experience, digital, technology, and business line strategy to identify and prioritize product/portfolio opportunities, and establish the product vision, charter and roadmap.
• Define product outcomes and Objectives and Key Results (OKRs) to prioritize features/epics, breaking work into actionable steps to facilitate product discovery, design, development and delivery.
• Manage the end‑to‑end product lifecycle and drive the product roadmap leveraging OKRs.
• Create the product in conjunction with agile, experience design, technology and risk partners to achieve business and customer outcomes.
• For technical products, understand and care for technical features, debt reduction, and modernization, applying expertise in the required technology.
• Develop and execute product and customer‑experience strategies that support customer needs and business goals.
• Provide strategic leadership for the ExtendPay Plan portfolio, including performance optimization, feature enhancements, and future roadmap development.
• Translate customer insights, business objectives, and market opportunities into actionable product and experience initiatives.
• Lead cross‑functional efforts to identify, prioritize, and implement customer‑experience improvements.
• Establish business cases and success metrics for new capabilities, enhancements, and process improvements.
• Partner with internal stakeholders and external providers to deliver integrated solutions that improve customer outcomes and operational effectiveness.
• Monitor portfolio performance and leverage data‑driven insights to inform strategic decision‑making.
• Drive a culture of continuous improvement through testing, learning, and scaling successful customer‑centric solutions.
• Influence and align stakeholders across multiple business lines and functional areas to advance strategic priorities.

Minimum Qualifications

• Product management experience.

Preferred Qualifications & Skills

• Expertise on the critical interdependencies among product model system elements that help and hinder performance; ability to plan and design solutions that synchronize resources to achieve business results using business metrics, key performance indicators, design systems, service blueprints, and reusability.
• Ability to anticipate shifting market priorities, internal and external customer needs in a manner that consistently adds value.
• Strong customer centricity to implement strategies and techniques ensuring a positive experience at every touch point.
• Knowledge of technical aspects of software products; ability to design, configure and integrate technical aspects of software products.
• Knowledge of Agile ways of working and of processes, tools and techniques for assessing and controlling organizational risk, applying risk‑management knowledge appropriately.
• Product P&L, product strategy, vision and planning, product discovery, product development, channel alignment and management, adoption, customer‑experience research, insight and execution, agile ways of working, go‑to‑market and sales channels, performance measurement and optimization, marketing and analytics, customer centricity.

Preferred Experience

• Experience in product management, customer experience, payments, financial services, or a related field.
• Experience leading product, portfolio, or customer‑experience initiatives within credit cards, consumer lending, payments, or financial services.
• Demonstrated success developing and executing product or customer‑experience strategies that drive measurable business and customer outcomes.
• Experience managing complex cross‑functional initiatives across a matrixed organization.
• Strong strategic thinking, analytical, and problem‑solving capabilities.
• Ability to leverage customer research, data, and market insights to identify opportunities and establish priorities.
• Experience working with external partners, third‑party providers, and integrated technology solutions.
• Knowledge of credit‑card installment lending programs, payment solutions, or related products (preferred).
• Ability to lead through ambiguity, influence without direct authority, and adapt to evolving business priorities.
• Proven commitment to customer‑centric decision making and continuous improvement.

Benefits

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short‑term and long‑term disability
• Pregnancy disability and parental leave
• 401(k) and employer‑funded retirement plan
• Paid vacation (two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year (unless otherwise provided by law)

Pay

Pay Range: $119,765.00 – $140,900.00 (actual range may differ based on location).