PenFed is looking to enhance its digital acquisition and servicing experiences for Personal Loan, Student Loan, and Overdraft Line of Credit products to drive loan growth, increase digital engagement, and deliver greater member value.
Requirements
- Proven success defining and delivering digital roadmaps in an Agile or SAFe environment.
- Experience working with technology teams on APIs, integrations, and digital application journeys.
- Demonstrated ability to translate member and business needs into digital solutions that improve conversion, efficiency, and member satisfaction.
- Experience leveraging analytics tools (e.g., Adobe Analytics, Google Analytics, Tableau, Power BI) to inform business decisions.
- Familiarity with UX/UI principles, customer journey mapping, and digital testing practices.
- Proficiency with Jira, Confluence, and other Agile collaboration tools.
- Experience with Salesforce Financial Services Cloud or other Salesforce products preferred.
Responsibilities
- Own the digital acquisition and servicing journeys for personal, student, and overdraft loan products, serving as subject matter expert on application flow, member experience, and performance.
- Translate business objectives into clear, actionable requirements and acceptance criteria for new features, enhancements, and integrations.
- Manage and prioritize the product backlog; work with Agile teams to plan sprints, refine user stories, and ensure timely, high-quality delivery.
- Collaborate with cross-functional teams to evaluate business needs, technical feasibility, risk, and design optimization for new or enhanced digital capabilities.
- Facilitate process mapping and gap analyses to assess operational, compliance, and member impact of proposed features or system changes.
- Lead UAT planning and execution; validate releases and provide final product sign-off.
- Analyze production incidents, member feedback, and operational errors to identify root causes, define fixes, and inform continuous improvement.
Other
- Partner with business stakeholders to define and track key product metrics (KPIs) related to growth, conversion, credit quality, and member satisfaction.
- Communicate project timelines, dependencies, and operational impacts to stakeholders, ensuring transparency and alignment.
- Use Voice of Member insights, complaint data, and performance analytics to enhance digital experiences and reduce friction in the lending journey.
- Build strong relationships with internal partners (Risk, Compliance, Credit, Marketing, and Operations) and external vendors to deliver on PenFed's digital transformation goals.
- Bachelor's degree in Business, Economics, Engineering, or related field.
- Minimum of five (5) years of progressive experience in product management or digital product ownership, preferably in financial services, fintech, or digital lending.
- Experience with unsecured lending products such as personal loans, student loans, or revolving credit preferred.
