Lead Product Manager Customer Onboarding & Lifecycle Engagement

About the role

The Lead Product Manager will sit within the Small Business Credit Card team, owning the onboarding and early lifecycle engagement strategy for new customers across the portfolio.

Responsibilities

• Define and execute the onboarding and early lifecycle engagement strategy for Small Business Credit Card customers.
• Create customer journeys that educate, activate, and deepen engagement during the critical first 90 days of the customer relationship.
• Identify opportunities to improve customer activation, digital wallet enrollment, feature adoption, spending behaviors, and overall customer satisfaction.
• Develop a forward-looking roadmap that aligns customer needs, business goals, emerging capabilities, and industry trends.
• Continuously evaluate program performance and implement enhancements that improve customer outcomes and business results.
• Lead cross-functional delivery & execution.
• Provide strategic and creative direction to internal stakeholders and agency partners.
• Collaborate with product, analytics, digital, technology, servicing, operations, compliance, legal, and brand teams to deliver effective customer experiences.
• Drive alignment across multiple stakeholders while balancing competing priorities and business objectives.
• Ensure efficient execution through clear communication, project leadership, and strong operational discipline.
• Influence thought leadership.
• Present recommendations, business cases, and performance insights to senior leadership.
• Champion customer-centric thinking throughout the organization.
• Foster innovation by bringing new ideas, best practices, and emerging marketing strategies into the onboarding experience.
• Influence across a highly matrixed environment.

Requirements

• 5+ years of Product Management, product development, strategic planning, process management, change delivery experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.
• Experience developing customer onboarding, lifecycle, engagement, retention, or loyalty marketing programs.
• Curious, innovative thinker with a track record of developing new marketing strategies that improve customer engagement and business outcomes.
• Strong analytical skills with the ability to turn customer data, research, and performance insights into actionable recommendations.
• Background in designing multi-channel marketing journeys across email, digital, alerts, direct mail, or physical fulfillment.
• Proven ability to manage marketing agencies, creative development, campaign execution, and cross-functional delivery.
• Clear, structured communicator with confident leadership presence and executive-ready storytelling skills.
• Demonstrated ability to influence, partner, and drive alignment in a matrixed environment.
• Financial services, credit card, retail banking, or lifecycle marketing experience.
• Proven success leading cross-functional initiatives in complex, matrixed organizations.
• Experience managing large-scale marketing campaigns from strategy through execution.
• Strong communication and presentation skills with the ability to influence senior stakeholders.
• Demonstrated ability to use customer insights and business performance data to make strategic recommendations.