Product Manager, Customer Onboarding and Profile

$107,812 - $172,500/Yr

Western Union - Denver, CO

Full-time - Mid Level

Remote - Denver, CO

5,001-10,000 employees

Credit Intermediation and Related Activities

About the position

As a Product Manager for Customer Onboarding and Profile at Western Union, you will play a pivotal role in redefining the customer experience across various digital channels. Your primary focus will be on building and optimizing the onboarding experience for customers who engage with Western Union's services through its website and mobile app. This position requires a strong understanding of both the technical aspects of product management and a commitment to delivering an exceptional customer experience. You will collaborate closely with the Digital Product team to define the digital strategy and roadmap for a unified global customer profile, ensuring that the onboarding process is seamless from the first interaction and continues to improve with each subsequent visit. In this role, you will act as the key spokesperson for customer needs, representing their interests in meetings with both front-end and back-end engineering teams, as well as regional stakeholders. You will work alongside other product teams to identify use cases that enhance the cross-channel and cross-country customer profile and onboarding experience, which includes aspects such as customer lookup, KYC (Know Your Customer), profile details, and transaction history. Your responsibilities will encompass the entire product lifecycle, from requirement definition and research to metrics analysis, testing, launch, and ongoing optimizations. As the subject matter expert on digital customer profiles, you will advocate for customer needs and ensure that all products align with legal, compliance, privacy, and information security standards.

Responsibilities

• Define the digital strategy and roadmap for a global unified customer profile.
• Build and optimize the onboarding experience for new customers on the website and app.
• Act as the key spokesperson for customer needs in meetings with engineering teams and stakeholders.
• Collaborate with other product teams to identify use cases related to customer profiles and onboarding.
• Own the requirement definition, research, metrics analysis, testing, launch, and ongoing optimizations of products.
• Serve as the subject matter expert on digital customer profiles and advocate for customer needs.
• Manage product alignment and obtain necessary approvals from Legal, Compliance, Privacy, and Infosec.

Requirements

• 4+ years of product management experience.
• Experience in consumer product management with a deep understanding of technical ecosystems.
• Excellent analytical skills with the ability to make data-driven decisions.
• Experience creating wireframes, workflow diagrams, product features, and stories.
• Proven ability to drive projects with cross-functional teams.
• Strong business writing, presentation, verbal communication, and interpersonal skills.
• Attention to detail with the ability to prioritize competing needs and provide clarity to the team.
• Undergraduate degree in business, engineering, or equivalent relevant experience.

Benefits

• Family First Program
• Time off
• Medical, Dental and Life Insurance
• Student Loan Repayment Program
• Tuition Assistance Program
• Parental Leave