Job Description

Owns the Interactive Help product and establishes the product road map to evolve client servicing through AI-enabled capabilities. Applies comprehensive knowledge of AI technologies, servicing models, content and knowledge ecosystems, information seeking behavior, and regulatory environments to deliver meaningful business outcomes.

Leads a multi-horizon product road map, launching with focused scope to enable rapid learning while ensuring alignment with enterprise strategy, governance standards, and risk requirements. Demonstrates strong product judgment and partners closely with business stakeholders to shape priorities and take action on insights. Communicates milestones, insights, progress, and metrics to stakeholders across the organization.

Responsibilities

• Product Vision and Strategy Development — Develops and maintains a clear vision for the Interactive Help product and experience, spanning client experience, AI-enabled capabilities, content and knowledge foundations, and servicing outcomes. Establishes and evolves the product road map across near- and longer-term horizons. Leads and coordinates cross-functional teams across technology, product, content, operations, and risk to shape product direction and delivery. Leverages client research, behavioral insights, and in-market learning to inform product strategy and execution.
• Achieves Business Results — Through leadership of cross-functional teams, ensures Interactive Help meets or exceeds standards for client experience, business performance, compliance, and operational efficiency. Monitors and interprets performance metrics such as digital completion, containment, client satisfaction, and quality measures, using insights to drive continuous improvement and inform expansion decisions.
• Adoption, Enablement, and Governance — Partners with servicing, operations, and change leaders to support adoption of new capabilities and ensure Interactive Help is integrated effectively into existing service models. Helps ensure firm investment is optimized toward the highest-value outcomes, operating within established governance, risk, and quality frameworks to support sustainable scale.

Qualifications

Required:

• Bachelor's degree or the equivalent combination of education and relevant experience AND
• 8+ years of total relevant work experience

Preferred:

• Experience leading client-facing digital products or experiences that leverage AI, automation, or advanced analytics
• Demonstrated success taking products from ideation through scaled adoption, using learning and data to inform priorities
• Experience working with cross-functional teams including engineering, product, content, operations, and risk/compliance
• Familiarity with AI-enabled knowledge, search, or virtual assistant capabilities, including intent recognition and response orchestration
• Strong understanding of digital servicing models and optimization of digital self-service experiences
• Experience supporting adoption of new tools or capabilities within established operating models
• Ability to partner effectively with business and operations leaders to align product outcomes with associate and client needs
• Experience operating in regulated environments, balancing innovation, client experience, and risk management
• Strong analytical, communication, and stakeholder management skills, with the ability to influence and align diverse partners

FINRA Requirements

FINRA licenses are not required and will not be supported for this role.

Work Flexibility

This role is eligible for hybrid work, with up to one day per week from home.