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Digital Product Journey Owner
Union Bank
Glendale, CA, United States
Job Details - this job has expired, please see similar jobs below
The Credit Card Servicing Journey Owner is responsible for setting the end-to-end vision and strategy for the card Servicing customer journey and managing the execution of this vision. The Journey Owner is responsible for identifying current customer pain points, defining and prioritizing the roadmap for the journey and working closely with all internal and external partners to deliver on it in the most efficient way.
Management or Supervision: No
Major Responsibilities:
• Develop vision, strategy and roadmap for the assigned customer journey and serve as SME for this journey.
• Maintain current competitive landscape analysis to inform best-in-class journeys across different industries.
• Collaborate with lines of business and product owners to deeply understand products, product requirements and customer interactions and gain alignment and buy-in for roadmap features, functionalities and enhancements.
• Monitor and respond to customer feedback and “own” the journey analytics to continuously improve the customer experience and reprioritize roadmap and backlog.
• Work closely with all internal and external stakeholders to achieve best-in-class customer experience in alignment with the bank’s goals performance indicators.
• Work closely with the Agile development team to execute the roadmap in the most efficient way.
• Collaborate with the design team to develop and build best UI/UX.
• Partner with control functions to ensure journey adheres to all legal and compliance requirements.
• Liaise between business, creative agencies and technology teams to ensure that all deliverables are being met. Drive interaction with marketing, operations, and technology to deliver customer centric products and services.
• Provide an active role in mitigating impediments impacting successful team completion of Release/Sprint Goals.
• Oversee product release plans for the delivery of new functionalities. Serve as a thought leader for business and technology team, and assist with the prioritization of backlog functionality.
• Provide leadership with recommendations on future functionality Work closely with cross-functional teams, aligning their goals to execute on multiple projects in a timely and efficient manner.
Qualifications
• 5+ years of experience as a product owner managing digital products, preferably in financial services.
• Passionate about customer experience and satisfaction.
• In-depth knowledge of Agile process and principles; experience with JIRA/Aha preferred.
• Outstanding communication, presentation, and leadership skills.
• Strong analytics, strategic and innovative thinking, and customer empathy.
• Effective team work and team building skills.
• Proven ability to interact and influence management.
• BA is required (or comparable work experience); MBA is a plus.
The above statements are intended to describe the general nature and level of the work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.
A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it’s the bank’s policy to only inquire into a candidate’s criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.