Digital Product Manger

Overview

The Digital Product Manager oversees the bank’s digital strategy and execution, including digital account opening and digital banking platforms for consumer, small business, and commercial customers. This role balances hands-on system management with strategic leadership; driving measurable improvements in customer experience, digital adoption, and operational efficiency in the back office while managing key fintech and core-integrated partners.

Responsibilities 

Digital Ownership & Strategy

• Own the full lifecycle of assigned digital products from strategy and planning through implementation, optimization, measurement, and retirement.
• Develop, maintain, and communicate a multi-year digital product roadmap aligned with the Bank's strategic objectives.
• Utilize customer feedback, analytics, competitive research, and frontline employee input to continuously improve digital products.
• Evaluate emerging technologies, including AI and automation, to improve customer experience and operational efficiency.
• Assist marketing team in customer segmentation, customer journey development, campaign design & delivery through multiple digital channels, implementation, results measurement and optimization.
• Act as the internal subject matter expert on all assigned digital channel capabilities and limitations.

Platform & Vendor Management

• Build strategic relationships with key fintech partners, influencing product roadmaps and advocating for enhancements that benefit the Bank.
• Hold vendors accountable for performance, uptime, service levels, and delivery timelines.
• Develop business cases and ROI analyses for significant digital investments and platform enhancements.
• Lead vendor evaluations, assist in contract renewals, and ongoing due diligence in partnership with risk and compliance.

Digital Account Opening & Onboarding

• Optimize the end-to-end customer onboarding experience from application through funding, enrollment, activation, and early engagement.
• Monitor key metrics and drive continuous improvement across conversion rates, abandonment, time to open, fraud mitigation, and onboarding.
• Ensure alignment with KYC/CIP and compliance requirements.

Cross-Functional Leadership

• Balance customer needs, operational efficiency, regulatory requirements, and strategic priorities when determining product enhancements.
• Partner with business line leaders and operational department leaders to ensure digital solutions support enterprise objectives.
• Lead organizational readiness activities including communication, training, and adoption planning for major digital initiatives.

Performance & Execution

• Track and report on digital KPIs (e.g. adoption, usage, customer satisfaction, efficiency gains).
• Establish release governance processes, ensuring appropriate testing, communication, training, and post-implementation review.
• Serve as escalation point for complex issues impacting customers or staff.

Risk & Compliance

• Partner with Compliance, BSA, and Information Security personnel to ensure digital channels are secure and compliant.
• Support audits, exams, and vendor risk management requirements.

Skills and Qualifications

• Able to create a vision for future digital service needs through an understanding of customer trends, vendor offerings, and LNB stakeholder desires.
• Experience in managing software platforms.
• Strong understanding of banking operations and regulatory considerations in digital channels.
• Strong ownership mentality; able to operate independently without consistent oversight.
• Able to influence across departments without direct authority.
• Clear communicator who can work with both technical teams and banking staff.
• Able to simplify complex business processes through technology and process redesign.
• Strong project management capabilities; able to plan, prioritize, and execute multiple initiatives simultaneously while meeting deadlines and adapting to shifting priorities.

Desired, but not required:

• Bachelor’s degree or equivalent experience.
• 5 years of experience in banking, digital product management, or fintech.
• Experience managing third-party technology vendors.

ADA Requirements

• Physical Requirements: Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 20 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of travel by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities.  Must be capable of regular, reliable and timely attendance.

• Working Conditions: Must be able to routinely perform work indoors in climate-controlled private office with minimal noise.
• Mental and/or Emotional Requirements: Must be able to perform job functions independently and work effectively either on own or as part of a team. Must be able to plan and direct the work activities of self and others. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters

Liberty National Bank is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.