Product Manager - Channels Experience

Purpose

The role supports the Head, Channels Experience in managing the combined mandate of Project Management Office, Bank Marketing, and Information Technology Team, with emphasis on product conceptualization, design, execution, maintenance, and innovation, specifically for all OMNI-channels. The Channels Experience Officer will help drive the digital products innovation and ensure world-class customer experiences through the development and management of all banking services over various digital platforms and partners, including the design and standardization of end-to-end CX/UI/UX of internal and 3rd party open banking partners.  Will drive project development, testing, delivery, and monitoring of products and features assigned to Channels Experience product ownership.

Roles and Responsibilities

Digital Product Delivery

• Work with different EWB BUs, Segment/Product teams to digitize and onboard all relevant bank products across all segment-relevant channels founded on customer-centric design thinking.
• Development and management of any primarily digital banking products and services such as: Widget Design, eKYC across channels, MGM programs across channels
• All product onboarding for EasyWay products
• All customer registration flows for EasyWay products
• Digital Channels lifecycle management of all EWB/EWRB Multi-Product Digital Channels: EasyWay, KOMO, and Websites from ideation to management and evolution.
• Ensure continued innovation through continued launching of new digital banking products and partners.
• Acquisition and management of 3rd party Value Added Services for digital channels like Insurance of AGEAS, EWIBI

Digital Product Customer Experience and Design

• Ensure all digital products and channels are designed with better-than-competition digital experiences to drive higher customer satisfaction, engagement, and long-term loyalty of customers.
• Build and enhance the data-driven insight discipline leveraging customer digital footprints, analytics and feedback for better behavioral modeling on product opportunity, propensity, and/or potential credit/operational risks.
• Consistent Experience: Ensure a seamless and consistent customer experience across all digital channels, fostering trust and reliability.

Quality and Innovation

• Ensure products, features, and internal and external builds across digital channels are successfully developed, tested, and managed to stay true to the drive of customer-centricity.
• Innovation Pipeline: Build and manage an innovation pipeline that introduces new digital products and enhances existing ones, ensuring competitiveness through continued improvement and market relevance.

Requirements 

• College Graduate from a top university with Management or Technology major
• At least 4 years cumulative experience across the mandatory fields of: 1) a technology-based industry (IT, Telco, etc.), 2) digital start-ups, and 3) banking and/or Fintech.
• Strong understanding of digital technologies, trends, and best practices in product development and channel management.
• Trained and strong understanding of regulatory frameworks and rules
• Demonstrated success in leading digital innovation and driving business growth through digital products and channels.
• Exceptional leadership and team management abilities, with a track record of building and leading high-performing teams.
• Excellent strategic thinking, problem-solving, and decision-making skills, with the ability to leverage data and analytics for informed decision-making.
• Strong communication and interpersonal skills, with the ability to influence and collaborate with stakeholders at all levels