Product Manager, Customer Experience Strategy

Product Manager, Customer Experience Strategy – Denver, CO or New York, NY

Are you passionate about building digital products that are focused on re-defining customer experience across channels and countries? Do you have experience delivering products that need strong understanding of the technical setup at the same time focused on delivering the right customer experience? If you have a track record of driving product success through consumer centric thinking & data and have a bias for action, then it’s time to join Western Union’s Digital Product team as a Product Manager. 

Western Union powers your pursuit 

In this role you will work as a member of the Digital Product team with a focus on building the online experience of customers who visit Western Union across channels.   

 
Role Responsibilities 

• Drive end-to-end user experience strategy across web and mobile, ensuring seamless, intuitive, and customer-centric journeys. 

• Translate customer insights, usability research, and behavioral data into actionable product requirements that improve adoption, engagement, and retention. 

• Partner with design, engineering, and analytics teams to define, prioritize, and deliver UX enhancements that directly impact key customer KPIs. 

• Build and optimize end-to-end money transfer experience right from the 1st time a customer lands on Western Union’s platform and for repeat transactions.  

• Be the key spokesperson of customer needs in all meetings with front end/ back end engineering teams and regional stakeholders 

• Work with other product teams on identifying use cases that relate to different aspects of a cross-channel, cross-country customer profile and onboarding experience e.g. customer lookup, KYC, profile details, transaction history, etc 

• Own the requirement definition, research, metrics analysis, testing, launch and ongoing optimizations. 

• Manage products ensuring proper alignment and approvals are obtained from Legal, Compliance, Privacy and Infosec.  

Role Requirements 

• 4+ years of product management experience in the digital space. 

• Consumer product management experience, with a deep understanding of the technical ecosystems. 

• Excellent analytical skills and ability to constantly deep dive and take decisions on the basis of data. 

• Experience creating wireframes, workflow diagrams, product features & stories  

• Experience driving projects with cross functional colleagues  

• Strong business writing, presentation, verbal communication and interpersonal skills, with the ability to translate complex technical concepts to a broad range of audiences.  

• Great attention to detail coupled with experience seeing the bigger picture, prioritizing competing needs and providing extreme clarity to your team  

• Undergraduate degree in business, engineering, or equivalent relevant experience. MBA preferred.  

We make financial services accessible to humans everywhere. Join us for what’s next. 

Western Union is positioned to become the world’s most accessible financial services company —transforming lives and communities. We’re a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward. 

Just as we help our global customers prosper, we support our employees in achieving their professional aspirations. You’ll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If you’re ready to help drive the future of financial services, it’s time for Western Union. Learn more about our purpose and people at https://careers.westernunion.com/ 

Salary 

The base salary range is $130,000 - $155,000 per year, total on target compensation includes a base salary plus short-term incentives that align with individual and company performance. 

Benefits 

You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few (https://careers.westernunion.com/global-benefits/).

Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment. 

Your United States – Specific Benefits Include 

• Flexible Time off   

• Medical, Dental and Life Insurance  

• Tuition Assistance Program  

• Parental Leave  

• One day volunteer time off  

• $0 Money Transfer Fee Discount Code – Quarterly  

• Recognition Program “Game Changers”  

• Employee Discount Program  

• Global Adoption Assistance  

• Global Scholarship Awards Program  

Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.   

Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week.  

For residents of Colorado, California, Connecticut, Delaware, Minnesota, and Pennsylvania: Please do not respond to any questions on this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information. 

We are passionate about diversity. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws. 

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Estimated Job Posting End Date:

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.