Residential Lending Experience Manager

 

At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we’re one of the country's most respected, innovative and successful financial institutions. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

 
Omnichannel brings all of U.S. Bank to our customers by creating solutions that empower people to achieve financial dreams. We create simple, seamless experiences for our customers - no matter how they choose to bank with us. 
 
Omnichannel is transforming the way we do business with our customers.  The Residential Lending Experience Manager will be a key leader in this transformation by understanding and championing a best-in-class channel sales and engagement strategy for Home Equity products.  This manager will own delivering the right experience for customers creating stronger satisfaction and ultimately growth for U.S. Bank.  Success in this role is measured by a combination of customer satisfaction, digital channel sales and product utilization.
This innovation-focused, analytical and yet creative individual will define a strategic digital roadmap for the Home Equity product and develop a docket of initiatives to meet critical business goals.  He/She will be the key liaison for the Home Equity Product Group into the Omnichannel organization, aligning goals, priorities and technology projects on their behalf.  This individual will have a deep understanding of digital channel technology, but will be able to execute on the product team’s growth strategies based on a deep understanding of Home Equity Lending.
This is an extremely dynamic role responsible for helping to establish and articulate a vision with the Consumer Lending leadership and Omnichannel leadership teams.   If you’d like the ability to really affect a business and would like to sponsor significant change in your next role, this opportunity may be perfect for you!  
 
Essential Functions
  • Digital Experience Leadership – Advocate for an optimal customer experience as the means of maximizing value generation for the bank.  Champion customer engagement to design optimal digital experiences.
  • Digital Technology Expertise - Maintain a comprehensive understanding of the technologies that serve our customers across channels.  Keep abreast of emerging technologies, evolutions in the competitive set and how our solutions position us relatively.
  • Consumer Lending Expertise - Develop a deep understanding of the way US Bank operates across segments and sales units and bring that expertise to Omnichannel forums.
  • Relationship Management - Create and maintain relationships with key business product and sales areas to understand goals, gaps and opportunities for growth. Advocate for those constituent relationships in bank wide forums.  Create strong bi-directional communication paths to ensure alignment between Omnichannel and business line strategies/roadmaps.
  • Project Roadmap - Maintain a roadmap of strategic and tactical projects.  Drive prioritization discussions to surface longer-term as well as near-term opportunistic efforts to evolve the experience.
  • Business Case Development - Build project vision documents that outline opportunities and detail the soft and hard benefits of deploying solutions against the opportunity.
  • Continuous Improvement - Understand/document pain-points/gaps and opportunities across our digital properties and operational processes that support lending customers. Install ongoing multivariate testing with partners from the Digital Test and Optimization Team. Actively participate in prioritization and root-cause analysis for voice of customer identified issues.
  • Digital Marketing – Partner with Digital and Traditional Marketing groups to create multi-tactic optimization campaigns in support of strategic product and segment focused initiatives. 
  • Measurement and Reporting - Develop Sales KPIs that illustrate the health of our Omnichannel business. Monitor the state of KPIs daily and pursue issues aggressively.
  • Sales Planning and Forecasting – Develop comprehensive channel specific sales plans taking into consideration all marketing and project activities to lift loan origination.
  • Sales Funnel Analysis – Review daily/weekly/monthly insights to identify issues and track the health of the digital sales funnel.
 
U.S. Bank will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance.

 
 

Qualifications

 
Basic Qualifications
- Bachelor's degree, or equivalent work experience
- Eight to ten years of experience as a Product Manager
- Four or more years of management experience
 
Preferred Skills/Experience
- 5+ years of Digital/eCommerce experience
- Lending product or sales experience preferred – understanding full end-to-end customer lifecycle
- Strong understanding of digital sales capabilities
- Strong business acumen and understanding of how track and summarize key performance indicators
- Effective relationship skills and organizational savvy to work across business segments
- Tenacious analytical skills, with experience interpreting and summarizing financial and web KPIs
- Collaborative and a team player
- Experience leading cross-functional teams
- Excellent verbal, written and presentation skills – Excel and PowerPoint skills required
- Demonstrated ability to identify opportunities and build cases for taking action
- Experience with customer focused design and development projects
- Financial Services experience is a plus but not required
- Ability to manage multiple high priority projects to completion in a timely manner
- Excellent tactical planning and project management skills
- Strong partnership and interpersonal skills to work effectively across teams and influence decision makers
- Demonstrated ability to identify opportunities and build cases for taking action
- Basic competency with digital marketing strategies (SEM, SEO, display advertising, multivariate testing, propensity driven offers and prequalification)
 

Job

Product Management

Primary Location

Minnesota-MN-Richfield

Other Locations

Other Locations CA-CA-San Francisco

Shift

1st - Daytime

Average Hours Per Week

40