Product Manager
2 weeks ago
Work type:
Permanent Full time
Location:
VIC- Melbourne CBD
About the role:
The Product Manager for Internet Banking is responsible for strategically driving the continual support and improvement of NAB's digital channels to achieve the best customer experience and satisfaction.
As the Product Manager you will intimately understand the channel value proposition, key features and how it integrates across NAB's processes, workflows, and systems.
You will partner across domains in NAB, to ensure product requirements satisfy customer needs and the regulatory obligation environment, both internal and external to NAB.
Additionally, you will utilise industry and market analysis and digital best practices to identify opportunities that align to the digital and channel strategy.
Role Responsibilities:
Channel Custodian and Expert
- Maintain awareness of channel capabilities and limitations. Provide ownership of experiences within the digital channel.
- Utilise customer insights and channel strategy to guide the design and delivery of digital experience.
- Assess the viability of new product opportunities and enhancements to existing digital products from ideation through to benefits realisation.
- Provide direction to the development teams, to ensure digital experiences align with the product vision and business objectives.
- Work with Channel Management team to assist with risk identification and remediation.
- Define a clear vision for the Digital Channel and develop the Channel Strategic Plan using industry knowledge, trends, opportunities, and customer insights.
- Collaborate with technical and domain partners to share and align digital strategy.
- Create the Digital channel roadmap involving business stakeholders, product designers and solution leads.
- Share roadmap with stakeholders showing upcoming feature development in the channel and planning where we should focus on future development.
- Work within cross functional teams to shape and prioritise backlog of initiatives which will deliver on digital channel roadmap.
- Review any new regulatory rules and ensure they are included in the roadmap of the product.
- Work with IB Release Train Engineers, Accessibility team and Product Owners to align work, assist with prioritisation where required.
- Review upcoming features and provide guidance and ensure alignment to digital strategy and channel standards.
- Review and approve Test Summary Reports and other artefacts for changes impacting IB, ensuring key channel standards have been met (including accessibility, performance, functional and nonfunctional, and support).
- Be part of the IB Leadership Team.
- Review customer feedback from various sources to identify common customer pain points, and work with relevant teams to incorporate into future product iterations.
- Review channel outages, errors, and performance to identify areas which need improvement.
- Act as a key escalation point for production issues and customer service complaints.
Skills and Experience Required:
- Previous experience in Digital, and/or Customer strategy/experience/planning functions.
- Experience and industry knowledge across Digital Channels, with experience in product management particularly Internet Banking
- Experience managing operational risk with deep understanding of relevant operational risk frameworks.
- Demonstrated ability to build and maintain effective relationships with a range of internal and external stakeholders.
- Demonstrated ability to build a strong performance culture and capabilities as a team.
- Experience developing, articulating, and implementing strategic initiatives and programs of work that achieved the intended outcomes.
- A track record of operating effectively and delivering consistent results in a large complex business.
- Experience with agile methodologies and requirements analysis.
Join NAB
If you think this role is the right fit for you, we invite you to apply. Let's explore who you are and what drives you.
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