Senior Product Manager – Home Lending Customer Experience

Wells Fargo

. Lead and evolve the product vision, strategy, and roadmap for Customer Experience capabilities across Home Lending (digital and assisted experiences), ensuring alignment to business priorities and enterprise standards.

Posted 4/22/2026full-timeCharlotte • Arizona, Iowa, North Carolina, Ohio, Texas • 🇺🇸 United StatesSenior💰 $139,000 - $239,000 per yearWebsite

About the role

Key responsibilities & impact

Lead and evolve the product vision, strategy, and roadmap for Customer Experience capabilities across Home Lending (digital and assisted experiences), ensuring alignment to business priorities and enterprise standards.
Manage, coach, and develop a team of product managers and/or product owners; establish clear outcomes, operating rhythms, and a culture of accountability and continuous improvement.
Partner with design & research to map end-to-end customer journeys, identify pain points, and translate insights into prioritized product opportunities.
Collaborate with cross-functional partners (engineering, architecture, consumer digital, marketing, servicing, compliance, legal, UAT, and risk) to define requirements, ensure delivery readiness, and drive adoption.
Own outcome-based prioritization across the portfolio using data (e.g., funnel metrics, call drivers, digital engagement, complaints, CSAT/NPS where applicable), customer impact for value, and technical feasibility for effort.
Maintain an execution ready backlog, prioritizing work across customer impacts, business value, risk, and effort supported by clear business cases, noting dependencies. Manage tradeoffs and capacity.
Establish and maintain a customer experience product roadmap connected to Home Lending strategy, including clear OKRs, milestones, dependencies, and release communications.
Ensure solutions meet accessibility, privacy, and security expectations and align with regulatory and risk requirements across customer-facing experiences.
Drive stakeholder alignment by communicating strategy, tradeoffs, and progress with clarity; influence across lines of business to deliver a consistent, enterprise-grade customer experience.
Monitor post-launch performance, run continuous discovery, and iterate with teams to improve experience quality and reduce friction for customers and frontline users.
Focus on data-driven outcome metrics to measure success.
Leverage new technologies like GenAI and agentic AI to find efficiencies in how we build products and deliver solutions.

Requirements

What you’ll need

7+ years of Product Management, product development, strategic planning, process management, change delivery, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
3+ years of management or leadership experience
Bachelor’s degree in Business, Computer Science, Human-Centered Design, or related field; advanced degree preferred.
7+ years of product management experience, including experience delivering customer-facing experiences (digital and/or assisted channel) and partnering with technology teams.
2+ years of people leadership experience (direct management and/or matrix leadership), including coaching product talent and leading through influence.
Demonstrated success defining and executing product strategy using customer insights and data-driven decisioning (e.g., funnel analytics, VOC, experimentation, operational metrics).
Strong communication, stakeholder management, and change leadership skills with the ability to align diverse partners around outcomes.
Experience translating complex business problems into clear product requirements and sequencing work across teams and dependencies.
Familiarity with Agile delivery, modern product operating models, and common product tools (roadmapping, backlog management, analytics, and experimentation as applicable).
Experience delivering or partnering on platforms that support customer experience (e.g., web/mobile, authentication, messaging/notifications, case management, knowledge content, workflow, or CRM).
Knowledge of customer experience measurement and governance, including accessibility and content/journey standards.
Proven track record of improving customer outcomes and driving adoption through clear product narratives, stakeholder alignment, and measurable results.
Experience in financial services or other regulated environments delivering customer-facing products with strong risk, compliance, and controls partnership.
Experience leading cross-channel customer journeys (e.g., digital to contact center/branch) and partnering with operations teams to reduce friction and rework.
Experience with experimentation and measurement approaches (A/B testing, journey analytics, VOC programs) to quantify impact and guide iteration.

Benefits

Comp & perks

Health benefits
401(k) Plan
Paid time off
Disability benefits
Life insurance, critical illness insurance, and accident insurance
Parental leave
Critical caregiving leave
Discounts and savings
Commuter benefits
Tuition reimbursement
Scholarships for dependent children
Adoption reimbursement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

product managementstrategic planningprocess managementdata-driven decisioningfunnel analyticsAgile deliverycustomer experience measurementA/B testingjourney analyticsproduct strategy

Soft Skills

communicationstakeholder managementchange leadershipcoachinginfluencecollaborationcontinuous improvementproblem-solvingteam developmentaccountability