Product Manager, Digital/Online & Mobile Banking

OH0713 NW Bancshares HQ

Job Description

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.

This is a chance to have outsized impact on all aspects of our online banking product. You'll own the end-to-end roadmap for the product, with responsibility that goes beyond any single feature. You'll help shape how product is built and delivered from the ground up as part of a newly formed team, while benefiting from the stability, scale, and momentum of an established organization. You'll be empowered to lead with a user-first mindset, creating experiences that truly reflect customer needs. And you'll do it alongside a team that shows up for each other-collaborative, generous, and genuinely motivated to do great work for our customers and our business.

In this highly collaborative, hands-on position, you will partner closely with design, technology, and business teams to identify opportunities, prioritize features, and deliver intuitive, seamless, and engaging digital experiences. You will contribute to product vision and strategy while also being deeply involved in day-to-day execution-bringing ideas from concept through launch and continuous improvement.

The role requires a strong focus on customer experience, data-informed decision making, and cross-functional collaboration to drive adoption, engagement, and overall satisfaction. This is an exciting opportunity to have a direct impact on customer journeys while contributing to the bank's broader digital transformation efforts.

Essential Functions

• 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.

Additional Essential Functions

• Ensure compliance with Northwest's policies and procedures, and Federal/State regulations
• Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency
• Work as part of a team
• Work with on-site equipment

Safety and Health for Supervisors with Direct Reports

• Provide leadership and positive direction for maintaining the safety and loss prevention program
• Actively participate in and support employee participation in the safety and loss prevention program by ensuring that employees know how to properly report a safety issue, making sure that all accidents are promptly reported to Human Resources and documented, and ensuring that prompt action is taken whenever workplace hazards are identified
• Help implement emergency procedures

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

Bachelor's Degree

Work Experience

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 crossfunctional 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.

General Employee Knowledge, Skills, and Abilites

• Ability to develop and implement an organizational vision which integrates key strategic goals, priorities, values, and other factors
• Ability to balance change and continuity - to continually strive to improve customer service and program performance, to create a work environment that encourages creative thinking, and to maintain focus, intensity and persistence, even under adversity
• Ability to design and implement strategies which maximize employee potential and foster high ethical standards in meeting the Northwest's vision, mission, and goals
• Ability to make timely and effective decisions and produce results through strategic planning and the implementation and evaluation of programs and policies
• Ability to acquire and administer human, financial, material, and information resources in a manner which instills public trust and accomplishes Northwest's mission, and to use new technology to enhance decision making.
• Ability to explain, advocate and express facts and ideas in a convincing manner, and negotiate with individuals and groups internally and externally.
• Ability to develop an expansive professional network with other organizations
• Knowledge of key national and industry policies and economic, political, and social trends that affect Northwest; Understands near-term and long-range plans and determines how best to be positioned to achieve a competitive business advantage

Additional Knowledge, Skills and Abilities

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

Ability to continuously improve products and experiences through testing, iteration, and feedback

Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.