Sr. Digital Product Manager – User Experience Designer

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ABOUT KEY: Cleveland-based KeyCorp is one of the nation's largest bank-based financial services companies, with assets of approximately $92.9 billion. Key companies provide investment management, retail and commercial banking, consumer finance, and investment banking products and services to individuals and companies throughout the United States and, for certain businesses, internationally. The company's businesses deliver their products and services through branches and offices; a network of 1,335 ATMs; telephone banking centers; and a website, Key.com®, that provides account access and financial products 24 hours a day. ABOUT THE BUSINESS: Key Community Bank serves individuals and small to mid-sized businesses through a footprint of over 1,000 branches, more than 1,300 ATMs, telephone banking centers, and robust online and mobile capabilities. About the Job:The Sr. Digital Product Manager for user experience design reports to the Sr. Manager of Digital Banking Client Experience and is responsible for the internal design “agency”, focusing on deep customer research, usability analysis, information architecture, concepts and prototyping, low and high fidelity designs, content strategy and HTML interaction design. These activities support the Digital Product Managers and line of business in achieving their goals for, but not limited, to digital client acquisition, satisfaction, retention, revenue generation and expense reduction. As a senior member of the user experience team, this role will have a great deal of influence on the direction of the user’s experience and consensus-building on both the overall strategy and the tactical execution. Acts as a liaison between technical support teams and the Contact Center for problem resolution.Essential Job Functions: Craft and communicate compelling digital experience vision and strategiesDeliver detailed experiences including but not limited to wireframes, users flows, UI specifications, clickable prototypes, research, usability analysis and interaction design from concept through completionDetermine how new web and mobile technologies impact a design’s feasibilityStrongly advocates for the digital customer’s experienceCreate rapid prototypes to validate design concepts with stakeholders and customers Evangelize and reinforce the roles and contributions of UXArticulate complex product visions through simple, elegant designs that inspire and delight usersWork with Digital Product Managers to clarify and define user stories as they apply to user interface Collaborate with UX team members to ensure the overall design is consistent with established styles and usability best practices Build and manage the usability lab and provide actionable insights to help create improved customer experienceExecute user research strategy, from planning, recruiting, design, conducting the research, analysis and reportContribute to the creation of a user experience style guide, to maintain consistency in behaviors across multiple products and channels and to ensure overall design quality Proactively suggest UI / UX improvements for existing and future productsAct as sounding board and brainstorm leader for new design conceptsWork closely with Digital, Product, Marketing and Strategy teams to analyze campaigns and create compelling experiences as a resultDeliver on key metrics for digital clients, including digital actives (online and mobile), acquisition, and revenue generation. Work with partners in channel insights to develop a comprehensive reporting cadence and create transparency across our key performance metrics Partner with Online and Mobile Banking teams to develop strategies and roadmap to deliver world-class digital experiences Leverage industry research, competitive information and client usage metrics to design new / improve experiences, while considering the business needs, cost benefit analysis, risk reward analysis, and alternative solutions Manage projects as assignedManage defects and change requests related to releases and support itemsAdditional Responsibility: Lead and participate in promotional activities and presentationsConduct market research to better understand client needs and satisfaction with digital experience and service and present findingsAssist with project management dutiesRequired Qualifications: 4+ years experience in user experience design, information architecture, visual design, web design and development, service experience design, usability research, psychologyDeep knowledge of design principles and methods, innovation, and ideation toolsUndergraduate degree in a relevant fieldClear understanding of digital trends and technology landscapeExtensive knowledge of coding (HTML5, CSS3, JavaScript, JQuery) for responsive designs with a mobile first development focusExpertise in creative software packages like Photoshop, Illustrator, Adobe CS, etc.Extensive experience in building interactive prototypes using HTML, Axure, etc.Exhibit problem solving and negotiating skills to resolve difficult and sometimes controversial issuesProven ability to work in a project environment with tight deadlinesAbility to effectively communicate design ideas and defend recommendations across multiple stakeholders Excellent communication (written and verbal) and presentations skills Demonstrated ability to work independently with limited supervision Preferred Qualifications: Aptitude or knowledge around HTML and CSS preprocessing languages (things like Jade, HAML, Less, Sass)Competency around the Bootstrap CSS frameworkKnowledge and interest in GitUnderstanding of digital banking industry landscape and technologyProject Management experienceExperience developing digital business cases, familiarity with digital metrics FLSA STATUS: Exempt KeyCorp is an Equal Opportunity and Affirmative Action Employer Min/Fem/Vet/Disabled