Senior Digital Product Manager

About the role

The Digital Product Manager will be responsible for delivering an excellent customer experience and providing self-service options via the assigned digital product. The Digital Product Manager leads process and experience improvements, and collaborates with other groups (IT, Care Center, Corporate Communications) as needed for operational and strategic activities. The Digital Product Manager leads and manages multiple initiatives at the same time.

Job Responsibilities

• Drive an excellent digital customer experience, through analysis and iteration of content, UI/UX design, containment, usability, accessibility and performance.
• Analyze customer usage and product performance metrics to identify areas of improvement and has an active role in the implementation.
• Recommend and execute tactics (smaller enhancements) to increase digital containment and call deflection.
• Recommend large improvements (projects) and contribute to the development of supporting business case.
• Active participation in cross-functional teams to develop and execute digital product plans.
• Support development of business requirements to support self-service and experience enhancements and projects.
• Support usability testing and customer-centric design efforts to ensure the digital product is intuitive, easy to use and meets accessibility requirements.
• Execute test plans (including development, management and execution of test cases) to support implementation of improvements and enhancements to the digital product.
• Collaborate with different stakeholders to achieve an excellent digital customer experience.
• Other digital product managers to achieve a consistent customer experience across products that offer similar self-service functionality.
• Corporate Communications, Care Center, IT and other applicable business units to support daily operations.
• Business and IT process owners to develop business requirements, gain approvals/support on business cases, ensure proper testing and signoff of product improvements and projects.

Minimum Qualifications

• Bachelor's Degree required.
• Digital Product Manager: 3+ years of relevant experience – preferred experience in digital self-service / product development (analysis, design, design development, testing, usability testing).
• Senior Digital Product Manager: 5+ years of relevant experience – preferred experience in digital self-service / product development (analysis, design, design development, testing, usability testing).
• Principal Digital Product Manager: 7+ years of relevant experience – preferred experience in digital self-service / product development (analysis, design, design development, testing, usability testing).