The Job in short
Embrace a transformative opportunity as a Lead Product Manager for Case Management, playing a key role in influencing and enhancing our wider Employee-Facing AI-Augmented Workspaces. This pivotal role focuses on crafting the intuitive UX layer that sits on top of our AI-Powered Process Orchestration and Case Management Platform, and natively integrates with our existing Customer Service Management platform, supporting employee personas from frontline customer service agents to back-office caseworkers, specialist advisors, and team managers in banking and financial services.
You'll be instrumental in developing a versatile toolbox of capabilities that empowers our customers and colleagues to craft bespoke solutions, precisely tailored to their unique needs. Your focus will be on creating AI-augmented employee workspaces that seamlessly integrate automation with essential manual processes, enhancing productivity, lowering operational costs and increasing satisfaction within the employee experience domain. Success in this role requires close collaboration not only with teams responsible for the UX but, critically, with the teams building the underlying platform itself.
Meet the Job
- Visionary Leadership: Drive the evolution of our Employee-Facing AI-Augmented Workspaces articulating a compelling vision that aligns with business objectives and cutting-edge trends;
- Strategic Roadmap Creation: Develop and maintain a strategic product roadmap that emphasizes transforming employee experiences, focusing on efficiency and engagement. Combining the integration of AI-driven and traditional case management features to create the best of both worlds;
- Collaborative Innovation: Lead cross-functional teams to build a flexible platform that serves as a foundational toolbox, enabling the creation of customized solutions for varied banking processes;
- Domain Expertise: Utilize your deep understanding of employee experience and case management to guide product development, ensuring our platform meets the specific needs of bank employees involved in onboarding, loan origination, and customer service;
- Stakeholder Engagement: Engage actively with stakeholders to gather insights and feedback, driving continuous improvement of the platform's user experience and AI capabilities;
- AI Integration and Performance Monitoring: Monitor product performance and user feedback, identifying opportunities to integrate AI features that enhance productivity and satisfaction;
- Mentorship and Leadership: Mentor junior product managers, fostering a culture of innovation, collaboration, and growth.
How about You
As a lead product manager:
- You have 7+ years of experience in product management, with a proven track record of launching and managing (AI-powered) case management platforms focused on enhancing employee experiences or workflow/ workforce management. Preferred domain expertise in Banking and Financial Services;
- Your leadership and communication skills are exceptional, enabling you to inspire and guide cross-functional teams towards achieving innovative solutions;
- You possess a deep understanding of UX principles, particularly in designing intuitive interfaces for banking processes such as onboarding, loan origination, and customer service;
- You are passionate about leveraging AI and data-driven insights to drive product decisions and elevate user experiences;
- You thrive in agile development environments, embracing methodologies that foster innovation and rapid iteration;
- Your passion for technology and innovation fuels your drive to create impactful solutions that transform the banking industry.
Top Skills
What We Do
Backbase is a fast growing fintech software provider that empowers financial institutions to accelerate their digital transformation and effectively compete in a digital-first world. We are the creators of the Backbase Omni-Channel Banking Platform, a state-of-the-art digital banking software solution that unifies data and functionality from traditional core systems and new fintech players into a seamless digital customer experience. We give financials the speed and flexibility to create and manage seamless customer experiences across any device, and deliver measurable business results. We believe that superior digital experiences are essential to stay relevant, and our software enables financials to rapidly grow their digital business. More than 120 financials around the world have standardized on the Backbase omni-channel banking platform to streamline their digital sales and self-service operations across all digital touchpoints. Our customer base includes ABN AMRO, Bank ABC, Barclays, BPI, CheBanca!, Citizens Lightstream, Credit Suisse, Fidelity, HDFC, IDFC, KeyBank, Ila Bank, Me Bank, Navy Federal, PostFinance, RBC, RBS, Standard Bank, Societe Generale, Truist, U Bank and Westpac.
Industry analysts Celent, Gartner, Forrester and Ovum recognize Backbase as an industry leader in terms of omni-channel banking platform capabilities, and award the company high marks for its deep focus on customer experience management and unparalleled speed of implementation. Forrester named us a leader in the Forrester Wave for Omni-Channel Banking and Ovum nominates Backbase as the market leading provider of next-generation digital channel banking platforms.
Backbase was founded in 2003, is privately funded, with headquarters in Amsterdam (HQ Global) and Atlanta (HQ Americas) and regional operations in Boisse, Cardiff, Dubai, Kraków, Mexico City, New York, Toronto, Singapore, Sydney and Tokyo.
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