POSL Customer Experience Product Manager

At FNBO, our employees are the heart of our story—and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success.

The POSL Customer Experience Product Manager will own the end to end customer experience for our Point of Sale Lending products and is accountable for the efforts regarding customer engagement, understanding gaps within the journeys, and implementing strategies to ensure customer needs are met to optimize program metrics. This role partners cross functionally to turn customer insights into impactful roadmap initiatives and seamless product releases.

The POSL Customer Experience Product Manager will own the end to end customer experience for our Point of Sale Lending products and is accountable for the efforts regarding customer engagement, understanding gaps within the journeys, and implementing strategies to ensure customer needs are met to optimize program metrics. This role partners cross functionally to turn customer insights into impactful roadmap initiatives and seamless product releases.

• Execute and maintain a customer led experience E2E
• Ensure an efficient and streamlined process, working with the HIL Product Manager to deliver a low operating expense
• Manage Customer Journey updates, including requirements documentation, roadmap management, UAT & resulting internal/external communication based on HIL Product Manager’s overall business assessment to properly identify priorities and changes needed to deliver desired business impact.
  • Point of Entry experience
  • Loan Application
  • Loan funding
  • Onboarding - T&Cs, Privacy, Data Management
  • Billing and payments
  • Online and mobile account management
  • Customer Care, Collections, and Fraud
• Engage with 3rd party vendors including working with Legal and First Line Risk on Enhanced Vendor Management (EVM)
• Work with First Line Risk on sales practice management to ensure customer transparency and clarity during acquisitions process
• Work with First Line Risk to ensure customer transparency and clarity throughout the servicing experience
• Continuously work with Cx team to compile customer feedback. Summarize feedback and complaints data to analyze results with HIL Product Manager to establish any necessary reaction/enhancements/research and monitor success of prior implementations.
• Build and maintain product management and technical knowledge as it relates to POSL product infrastructure in order to properly implement releases and resolve issues
• Work closely with, including final guidance by, HIL Product Manager to align on business priorities and strategic initiatives to meet overall program goals
• Work closely with Account Executive(s) and Partner Success Managers to align on Partner needs and priorities
• Conduct user/platform analysis to further drive roadmap initiatives
• Manage projects across POSL to ensure timely and accurate delivery of releases with project management team
• Establish business controls and governance
• Develop and maintain process, procedures, and controls and conduct necessary QA & testing to execute flawlessly
• Act as escalation and provide ongoing guidance as it relates to customer servicing needs

• Bachelor’s Degree in Business or related field
• 5+ years experience in marketing or customer experience management
• 5+ years banking, financial services, or other relative/ similar industry experience preferred
• Experience in developing business requirements and strategy
• Demonstrated ability to partner with business leadership to inform decision making
• Excellent analytical skills, including financial analysis as well as the ability to interpret data and set strategy

• Bachelor’s Degree in Business or related field
• 5+ years experience in marketing or customer experience management
• 5+ years banking, financial services, or other relative/ similar industry experience preferred
• Experience in developing business requirements and strategy
• Demonstrated ability to partner with business leadership to inform decision making
• Excellent analytical skills, including financial analysis as well as the…