JOB DESCRIPTION

Insight Global is a Digital Product Manager to join a growing team focused on expanding loyalty and digital engagement for a leading financial institution. This role will be instrumental in centralizing and optimizing customer communications across digital channels. This is a strategic facilitator role for customer-facing communications, ensuring the right message reaches the right customer at the right time, through the right channel. In addition to the communications scope, this person will also oversee the customer service pod, which manages the portal used by call centre agents and its roadmap for enhancing the agent experience. Key Mandate Areas 1. Drive Self-Serve Adoption o Reduce contact center volume by improving digital self-serve experiences. 2. Lifecycle Marketing Enablement o Partner with tech teams building lifecycle marketing tools. o Act as the strategic owner of how these tools are consumed and applied. 3. Deepen Customer Engagement o Define and execute strategies to increase meaningful interactions across digital touchpoints. Core Responsibilities •Own centralized strategy for customer communications across SMS, email, push notifications, and app messaging. •Lead governance for communication timing, tone, and channel mix. •Facilitate cross-functional alignment between marketing, collections, and digital teams. •Chair governance meetings to assess proposed communications and recommend strategic adjustments. •Define and optimize intake, review, monitor and adjust communication and execution processes for customer communications.

REQUIRED SKILLS AND EXPERIENCE

•5+ years in digital product management, customer experience, or business/process analysis •Experience with Jira and PowerPoint

•Strong grasp of digital communications strategy across multiple channels

•Background in customer communications or lifecycle marketing

•Familiarity with engagement metrics and analytics

•Excellent stakeholder and cross-functional collaboration skills

NICE TO HAVE SKILLS AND EXPERIENCE

•Experience in banking, financial services, loyalty, or regulated industries •Experience with Figma , Confluence and Miro •Knowledge of communication platforms, CMS tools, and customer journey mapping