Product Manager, Digital/Online & Mobile Banking

About the role

The Product Manager, Digital and Mobile Experience will play a key role in shaping and evolving Northwest Bank's consumer digital channels, including online and mobile platforms. This role is responsible for the design, delivery, and ongoing enhancement of customer-facing experiences that support how customers shop, enroll, and manage their financial lives.

Responsibilities

• Develop and manage the digital product roadmap across online and mobile platforms, aligning priorities with customer needs, business goals, and technical capabilities to drive a competitive digital experience.
• Partner closely with cross-functional stakeholders (e.g., business line owners, marketing, operations, technology) to understand their strategies and translate them into cohesive, customer-centric digital product initiatives.
• Continuously assess and improve digital products and experiences, identifying opportunities to simplify journeys, enhance features, and increase customer engagement, adoption, and satisfaction.
• Advocate for the customer at every stage of the product lifecycle by incorporating user research, feedback, journey mapping, and performance data into decision-making.
• Support the definition and delivery of end-to-end digital experiences, including onboarding, transactions, payments, service interactions, and operational workflows, ensuring a seamless and intuitive customer journey.
• Conduct market and competitive research to stay informed on industry trends, emerging capabilities, and best practices in digital banking, and apply insights to enhance product direction and innovation.
• Partner with marketing and business teams on product positioning and go-to-market efforts, ensuring digital capabilities are clearly communicated and effectively support customer acquisition and growth.
• Collaborate with technology partners to support delivery and integration of digital solutions, including enhancements tied to internal initiatives and external partnerships or acquisitions.
• Define and track key product performance metrics (e.g., adoption, engagement, channel utilization, and feature usage), using insights to inform priorities and drive continuous improvement in the digital experience.
• Improve the existing customer journey and simplify the experience while enriching features and capabilities.
• Provide a deep understanding of financial services technologies, processing, payments, and use of third-party capabilities.
• Contribute to bank-wide process improvement and efficiency efforts through automation and technology.
• Partner with sales enablement teams to support internal training, customer support, and servicing.
• Possess excellent project management and cross-functional skills by working closely with teams across the organization, including Consumer and Commercial Bank, Legal, Compliance, and Risk Management, Executive Leadership Team, Marketing, Technology, Internal Communications, and external partners.
• Possess a proven record of strong interpersonal skills - this position requires substantial interaction with bank representatives at all levels, including senior management. The ability to communicate persuasively, both orally and in writing, with other managers, staff, and the public is vital.

Qualifications

• Bachelor's Degree
• 3 - 5 years Supporting the development and enhancement of digital banking capabilities (online and mobile) across key customer journeys, including shop, buy, and service experiences.
• 3 - 5 years Experience developing and managing product roadmaps, with the ability to balance short-term priorities and long-term goals across digital platforms.
• 2 - 3 years Bank experience a plus, including understanding of digital, online mobile, payments, and collaborating amongst banking cross-functional groups.
• 3 - 5 years Experience working with cross-functional teams (e.g., design, engineering, marketing, business stakeholders) to align product initiatives with business strategy and customer needs.
• 3 - 5 years Experience translating user feedback, data, and research into actionable product features and enhancements that improve customer experience.
• 3 - 5 years Experience prioritizing product backlogs and features, using a structured, data-informed approach to make trade-offs and maximize impact.
• Working knowledge of digital product management principles, including roadmap development, feature prioritization, and product lifecycle management.
• Familiarity with digital banking experiences (online and mobile), including common customer journeys such as onboarding, transactions, and servicing.
• Understanding of customer experience (CX) and human-centered design principles, including user research and journey mapping.
• Product thinking and problem solving: Ability to break down customer and business problems into actionable product solutions.
• Roadmap and prioritization skills: Ability to evaluate trade-offs and prioritize features based on impact, effort, and strategic alignment.
• Cross-functional collaboration: Strong ability to work effectively with design, engineering, marketing, and business stakeholders.
• Communication skills: Ability to clearly articulate ideas, requirements, and product direction to both technical and non-technical audiences.
• Ability to manage multiple priorities and initiatives in a fast-paced, collaborative environment.
• Ability to influence without direct authority, building alignment across cross-functional teams.
• Ability to balance strategic thinking with hands-on execution, contributing to both planning and delivery.
• Continuous improvement products and experiences through testing, iteration, and feedback.