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

Citi

Product Manager leading digital transformation of customer servicing experience for Personal Instalment Loans at Citi. Redefining customer interactions and support during times of need with innovative solutions.

Posted 6/2/2026full-timeWilmington • Illinois, Texas • 🇺🇸 United StatesSenior💰 $156,160 - $234,240 per yearWebsite

About the role

Key responsibilities & impact

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
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
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
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
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

Requirements

What you’ll need

10 years of experience in product management
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
Bachelor’s degree required. MBA or other advanced degree is a plus.

Benefits

Comp & perks

medical, dental & vision coverage
401(k)
life, accident, and disability insurance
wellness programs
paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

product managementcustomer researchdata analysisdigital servicingcollectionspaymentsAgileLeanuser storiesprototypes

Soft Skills

communicationinterpersonal skillsanalytical skillsstrategic thinkinginnovationcollaborationcustomer advocacyproblem-solvinginfluencecustomer-centric design

Certifications

Bachelor’s degreeMBA