Principal Engagement Manager

About the role

In this hybrid role based at our Chicago Headquarters, you will own and elevate end-to-end member engagement across the consumer product portfolio, including deposits such as checking, savings, CDs/money market, credit cards, and Consumer Lending such as personal, auto, mortgage/HELOC. Set the engagement vision and multi-quarter roadmap, identify and size opportunities through data and member insights, and drive cross-functional execution across product, marketing/CRM, digital, analytics, operations, and risk/compliance. Accountable for measurable improvements in conversion and activation (e.g., account opening/origination completion, funding, card activation), usage and servicing adoption, retention/renewal, and cross-sell, while ensuring controls and performance.

Responsibilities

• Set engagement strategy and multi-quarter roadmap for consumer products such as deposits, cards, and lending; translate portfolio goals and member needs into prioritized initiatives with clear hypotheses and expected value
• Architect lifecycle journeys across acquisition, account opening, origination, onboarding, activation (funding, direct deposit, card set-up/activation), servicing adoption, retention, renewal, and win-back across digital and assisted channels
• Lead segmentation, targeting, and offer/content strategy with marketing and CRM (email, push, SMS, in-app), ensuring messaging is consistent, compliant, and optimized for conversion and engagement
• Partner with digital, engineering, and UX to reduce friction and improve in-product guidance across product experiences (e.g., funding, bill pay, card activation, application status, payments, self-service options)
• Identify and prioritize growth opportunities using funnel and cohort analysis, behavioral segmentation, and member insights (qual + quant) with clear impact sizing and trade-offs across the portfolio
• Define and govern KPI frameworks and performance narratives for key outcomes (e.g., application/account opening completion, approval-to-funding, direct deposit adoption, card activation/spend, digital servicing usage, retention/renewal) and deliver executive-ready readouts
• Own test-and-learn, design experiments, partner on measurement approach, document learnings, and scale proven tactics across products and channels
• Drive complex cross-functional delivery such as requirements, dependencies, timelines, launch readiness, influencing priorities without direct authority
• Partner with risk, compliance, and legal to ensure controls, disclosures, and approvals are in place; identify and mitigate engagement and offer risks
• Partner with servicing, operations, and complaints teams to close experience gaps by using root-cause insights to reduce avoidable contacts and improve member outcomes

Requirements

• Minimum 4-year Bachelor’s Degree in Business, Marketing, Analytics, Finance, or related field
• Minimum 8 years of experience in product engagement/growth, lifecycle marketing, digital product, CRM, or customer/member-related roles
• In lieu of education: 12 years of relevant experience

Benefits

• Health care, vision, and dental coverage
• 401k with employer match
• Annual performance bonus
• Hybrid work schedule (up to 3 days a week remote)
• Paid parental leave
• Employee discount programs
• Paid personal and sick days, plus 11 paid holidays
• Education reimbursement

Note: Eligibility and cost of benefits may vary based on employment status and hours worked.

Pay

Typical hiring range: $106,500.00 to $182,600.00 annually. Actual compensation will be determined using factors such as experience, skills, and knowledge.