Job Description

Hours:

40

Schedule:

Monday - Friday 8:00 a.m. - 5:00 p.m. Must be flexible to meet current and future business needs. This position is hybrid and remote eligible for up to 40% of the time. The office location for this position is at ESL Corporate Headquarters in Rochester, NY.

Comprehensive Benefits:

ESL offers a competitive benefits package which focuses on providing a work life balance for all employees. Our benefits include robust options such as our wellness program, family assistance plan, 401k with match, paid volunteer time and Learning & Development training among many others.

Pay and Pay Incentive:

Starting Pay: $101,852 Salary Range: $78,363 - $113,596

In addition to competitive pay and benefits, we offer an annual performance-based incentive that rewards eligible employees for their contributions to our success.

Purpose:

Supports the design and deployment of product and service-oriented solutions, driving alignment with the Financial Wellness Framework and guiding principles, utilizing a behavioral insight approach while leveraging informed feedback, research, and best practices to improve member outcomes, and demonstrate measurable business and community impact.

Accountabilities:

Manage product and service-oriented financial wellness solution portfolio, delivery cadence, risk/issue management, and internal stakeholder communications.

• Maintain a product- and service-focused financial wellness solution portfolio that reflects ESL’s financial wellness framework, guiding principles, member journey stages, and strategic priorities
• Develop, organize, and manage a prioritized backlog of solution opportunities, enhancements, pilots, and cross-functional requests
• Track active, planned, paused, and completed solution efforts, including owners, milestones, dependencies, risks, decisions, and expected outcomes
• Coordinate portfolio review routines and delivery cadence to ensure teams have visibility into priorities, progress, constraints, and next steps
• Identify gaps, overlap, duplication, or misalignment across product and service-oriented financial wellness efforts and recommend adjustments
• Prepare concise stakeholder updates, decision briefs, portfolio summaries, and escalation materials for leaders and cross-functional partners
• Maintain documentation of portfolio decisions, assumptions, tradeoffs, approvals, risks, and learnings to support transparency and continuity
• Highlight and recognize solutions and efforts that are making a notable impact and connect efforts to organizational incentive structures

Coordinate cross-functional design, testing, iterations, launch, and scaling of product-focused financial wellness solutions.

• Facilitate working sessions with product, service, digital, lending, deposits, marketing, operations, branch, contact center, analytics, community impact, compliance, risk, and member experience partners
• Translate financial wellness goals, member insights, and business objectives into clear solution concepts, requirements, design criteria, and acceptance expectations
• Help teams apply the financial wellness framework consistently during discovery, design, development, testing, implementation, and post-launch improvement
• Coordinate design, testing, pilot planning, iteration, launch readiness, and scaling activities across cross-functional stakeholders
• Identify and manage dependencies, risks, open decisions, resource needs, and operational impacts that may affect successful delivery
• Ensure solution concepts are member-centered, accessible, easy to understand, and shaped by a behavioral-insight approach that considers member motivations, barriers, decision points, defaults, friction, trust, and real-world financial behaviors
• Partner with compliance, legal, risk, information security, and operational leaders to support responsible design and readiness requirements
• Coordinate with training, communications, implementation, and member-facing teams to ensure stakeholders have the guidance, language, processes, and escalation paths needed to support launches
• Assess solution performance across product and service focused channels to support consistency and reduce friction for members

Embed measurement requirements and learning loops into product-focused financial wellness solutions.

• Define measurement requirements for financial wellness solutions, including intended member outcomes, behavior changes, engagement indicators, adoption measures, operational indicators, behavioral-insight learning questions, and evidence of reduced friction or improved member action
• Partner with analytics, research, product, and service teams to identify data sources, reporting cadence, dashboard needs, baseline measures, and success thresholds
• Ensure measures reflect a holistic view of financial wellness, including confidence, capability, resilience, access, appropriate product use, and progress toward member goals
• Develop learning plans for pilots and launches that include hypotheses, target populations, test conditions, behavioral assumptions, anticipated member barriers, feedback methods, decision points, and scale criteria
• Capture, synthesize, and report learnings from member feedback, operational feedback, performance data, pilot results, and stakeholder input
• Use insights to recommend solution refinements, roadmap changes, process improvements, communication updates, or additional testing
• Maintain a repository of measurement plans, results, lessons learned, research insights, and reusable tools to strengthen future solution development
• Provide regular reporting to management and stakeholders on outcomes, risks, adoption trends, member impact, and opportunities for continuous improvement

Translate financial wellness goals into product/service concepts and pilots

• Convert financial wellness framework goals, guiding principles, member needs, and journey-stage opportunities into practical product and service concepts
• Develop concept briefs, problem statements, opportunity summaries, experience requirements, and pilot recommendations for review with leaders and stakeholders
• Support discovery activities by gathering input from members, employees, frontline teams, community partners, research, analytics, and operational stakeholders
• Use behavioral diagnostics to identify where members may experience confusion, inertia, mistrust, competing priorities, cognitive overload, or other barriers that prevent them from taking beneficial financial actions
• Apply human-centered design, a behavioral-insight approach, plain language, accessibility, and inclusion principles to improve solution usefulness, member engagement, comprehension, follow-through, and sustained financial wellness behaviors
• Create or maintain reusable tools such as framework alignment checklists, product/service review guides, design principles, solution scorecards, and pilot templates
• Evaluate whether proposed concepts reduce friction, improve member understanding, support healthy financial behaviors, and connect members to appropriate products, services, or guidance
• Collaborate with the Financial Wellness Implementation Specialist when product and service-oriented solutions require person-assisted engagement, coaching, education, outreach, or guided support
• Coordinate pilot readiness by clarifying target audiences, participation criteria, communication needs, employee support requirements, operational impacts, and feedback loops
• Recommend whether pilots should be expanded, modified, paused, or discontinued based on member impact, performance data, stakeholder feedback, risk, and operational feasibility
• Promote consistent use of ESL’s financial wellness framework across product and service development efforts through consultation, enablement, documentation, and stakeholder education

Qualifications:

• Bachelor’s degree in business , finance, behavioral science, psychology, marketing or a related discipline or 4 years equivalent directly related experience
• In addition, minimum of 5 years of directly related experience in service design, behavioral-insights-based solution design, product or service development, program/project coordination, or cross-functional implementation, preferably in financial services, community impact, or a related environment.
• Demonstrates alignment with ESL’s Core Values, mission, vision, and Purpose to help our community thrive and prosper

Preferred Qualifications:

• Bachelor’s degree preferred in a discipline that supports financial wellness solution development, such as business, finance, behavioral science, psychology, marketing, product management, service design, human-centered design, community development, or a related field
• Ten plus years of combined experience:
  • Managing or coordinating cross-functional projects, pilots, or solution launches,
  • Supporting product, service, or member/customer experience design,
  • Translating business goals and user/member needs into concepts, requirements, or implementation plans,
  • Using research, feedback, data, or behavioral insights to improve outcomes,
  • Working with stakeholders across areas such as product, marketing, operations, analytics, compliance, risk, and member/customer-facing teams, and
  • Creating project documentation, stakeholder updates, decision briefs, measurement plans, or learning summaries

We’re committed to diversity, equity, and inclusion. We believe we are a stronger, more successful organization because of this commitment. We strive to ensure a robust talent pool of qualified candidates with a variety of skillsets and capabilities for all our openings. We hire great people and welcome all new hires to our award-winning work environment, which has been recognized by the Great Place to Work Institute since 2010.

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