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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading product management for customer-facing digital experiences, with a strong focus on AI-powered solutions and performance metrics. Proven ability to cultivate cross-functional relationships and drive measurable business results in complex organizational environments.
Highest-signal resume keywords
Product Management ExperienceAI-Powered Product DevelopmentPerformance Metrics TrackingCross-Functional CollaborationCustomer Experience Strategy
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Product Portfolio ManagementROI ModelingCompetitive IntelligenceExperience MappingBusiness Case DevelopmentAnalytics Tools ProficiencyDigital Engagement MeasuresAI Transformation StrategyNLP ImplementationMachine Learning Predictions
Soft Skills
Conflict ResolutionInfluencing Without AuthorityCustomer EmpathyRelationship BuildingCommunication Skills
Tools & Technologies
DynatraceAI AgentsConversational InterfacesCustomer Research MethodologiesDigital Experience Platforms
Industry Keywords
Institutional ServicingB2B Client ExperienceRetirement Plan RecordkeepingFinancial ServicesRegulated Industry
About the role
Key responsibilities & impact- Lead channel strategy across web, email, IVR, mobile, and other institutional servicing touchpoints
- Coordinate cross-team backlogs and dependencies, including B2B2C connections
- Design and implement solutions supporting the institutional servicing product roadmap, including AI and automation opportunities
- Partner with Technology, UX Design, CX Research, and Analytics to establish portfolio outcomes
- Develop 12- to 24-month product roadmaps
- Ensure cohesive end-to-end institutional client experiences across touchpoints
- Identify client needs, create experience maps, and define requirements
- Drive operating-model improvements from vision through execution
- Cultivate customer empathy through call listening, watch parties, Dynatrace reviews, and direct client engagement
- Build senior-level relationships across enterprise functions
- Resolve conflicts and build consensus without positional authority
- Collaborate with designers, content strategists, engineers, researchers, analytics professionals, operations leads, and control partners
- Own performance against CES, NPS, client retention, and plan consultant satisfaction indicators
- Establish success metrics and analytics frameworks
- Build business cases with ROI modeling, technology estimates, and experimentation strategy
- Make evidence-based recommendations on investment priorities and trade-offs
- Communicate institutional servicing launches and their client and business impact
- Develop and distribute launch artifacts with Marketing, NCC, Retirement Solutions, and readiness partners
- Monitor post-launch results
- Develop a point of view on AI transformation in institutional servicing
- Explore intelligent automation, NLP, machine learning predictions, conversational interfaces, and AI agents for institutional clients
Requirements
What you’ll need- At least 5+ years of product management experience leading customer-facing digital experiences
- Demonstrated ability to manage product portfolios and deliver measurable business results
- Experience using competitive intelligence to shape funded investment priorities
- Experience establishing and tracking performance metrics, including customer satisfaction, retention indicators, and digital engagement measures
- University degree preferred
- 7+ years in product management with increasing scope and responsibility preferred
- Experience leading B2B or institutional client-facing experience products preferred
- Experience working with AI-powered products or features preferred
- Ability to build and sustain cross-functional relationships and influence outcomes across complex, matrixed organizations without positional authority
- Knowledge of the retirement plan recordkeeping ecosystem preferred
- Ability to develop end-to-end business cases, including business levers, ROI modeling, and experimentation strategy
- Experience designing, implementing, or managing AI-powered products or features preferred
- Proficiency with analytics tools and customer research methodologies
- Track record of building competitive customer experience capabilities in financial services or a similarly regulated industry
- Experience presenting to and influencing executive-level stakeholders
- Physical Requirements: Sedentary Work
Benefits
Comp & perks- Superior retirement program
- Competitive health, wellness, and work-life offerings
- Financial, physical, emotional, and financial well-being support
- Future-focused skills and AI tools
- Meaningful learning experiences and development pathways
- Incentive program linked to performance may be included, depending on the role
- Equal employment opportunity and accessibility support