Jobs and Careers

Digital Servicing Journeys Product Manager – Personal Loans, Senior Vice President (Hybrid)

Wilmington, United StatesRemotefull_timeVerifiedPosted 6 May 2026

💰 $234,240/yr($156,160/yr – $234,240/yr)

About the role

Citi's US Personal Loans team is seeking a dynamic and customer-obsessed Product Manager to lead the digital transformation of our customer servicing experience for Personal Instalment loans. This is a strategic role that will redefine how our customers interact with their loans and how we support them in times of need.

The ideal candidate is a seasoned product leader with a passion for using technology to solve complex customer problems. You will be responsible for developing a deep understanding of our customers' needs and pain points, and then translating those insights into a compelling product vision and a roadmap of innovative digital solutions. This role requires a "digital-first" mindset and a relentless focus on improving the customer journey.

Key Responsibilities:

Customer Insights and Research:
- Lead comprehensive customer research, including interviews, surveys, and data analysis, to uncover deep insights into customer behaviors, needs, and pain points throughout the personal loan lifecycle.
- Serve as the primary advocate for the customer, ensuring their voice is at the center of all product decisions.
- Continuously monitor industry trends and competitive landscape to identify opportunities for innovation.
Digital Servicing Strategy:
- Develop and execute a multi-year strategy to digitize and enhance the end-to-end customer servicing experience.
- Identify key moments in the customer journey that can be improved through digital self-service capabilities, proactive communications, and personalized support.
- Partner with technology, design, and operations teams to build and launch seamless, intuitive digital servicing features.
Digital-First Solutioning:
- Champion a "digital-first" approach to problem-solving, identifying and addressing customer friction points with innovative and scalable technology solutions.
- Develop product requirements, user stories, and prototypes to guide the development of new features and capabilities.
- Manage the product backlog and prioritize initiatives based on customer impact, business value, and strategic alignment.
Digital Collections and Recoveries:
- Define the product vision and roadmap for building next-generation digital collections and recovery capabilities.
- Design and implement digital tools and communication strategies that provide customers with flexible, self-service options for managing delinquencies and hardship situations.
- Collaborate with the collections and risk teams to ensure that digital solutions are compliant, effective, and aligned with Citi's commitment to responsible banking.
Stakeholder Management:
- Work closely with cross-functional partners, including engineering, design, marketing, legal, risk, and operations, to ensure successful product delivery.
- Communicate the product vision, strategy, and progress to senior leadership and other key stakeholders.

Qualifications:

10 years of experience in product management, with a proven track record of launching and scaling successful digital products.
Experience in financial services, fintech, or a related industry is strongly preferred.
Deep expertise in customer-centric design and product development methodologies (e.g., Agile, Lean).
Strong analytical skills and experience with data-driven decision-making.
Demonstrated ability to identify and understand customer pain points and translate them into actionable product plans.
Experience in digital servicing, collections, or payments is a significant plus.
Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively at all levels of the organization.
Strategic thinker with a passion for innovation and a desire to challenge the status quo.