Manager, Digital Delivery

Summary:

We are seeking a highly digital, execution-focused Digital Delivery Manager to lead the delivery and continuous evolution of our customer-facing website and mobile app customer experience.

This role is critical to scaling our digital platform, requiring strong expertise in enterprise-level financial services environments, customer journey design, and lean delivery execution.

The ideal candidate brings a combination of:

• Digital product delivery leadership
• Customer journey and UX fluency (journey maps, personas, usability)
• Lean/agile delivery experience in complex enterprise environments
• Strong understanding of web and mobile customer experiences within banking or financial services
   

This role will operate at the intersection of product, customer experience, and digital marketing, ensuring that strategic vision is translated into scalable, high-quality digital solutions while continuing to drive customer engagement, adoption, and campaign performance.

Job Functions and Responsibilities

• Lead the end-to-end delivery of strategic digital initiatives, by translating product vision into structured, actionable deliverables aligned to business and customer goals.

• Partner closely with Business SMEs and product leadership to translate complex servicing rules, customer scenarios, and edge cases into scalable, intuitive digital experiences that align with real-world customer behavior and enterprise system constraints.

• Facilitate cross-functional alignment across Servicing, Marketing, Technology, Client Relations, and Web teams to ensure digital solutions reflect business objectives, customer needs, regulatory considerations, and technical feasibility.

• Collaborate with UX and customer experience partners to integrate journey maps, personas, and usability insights into delivery, ensuring that digital experiences are customer-centric, cohesive across channels, and aligned to end-to-end lifecycle journeys.

• Oversee backlog management, roadmap execution, and prioritization across competing initiatives, balancing transformation efforts with ongoing marketing campaigns, client needs, and platform enhancements.

• Manage the delivery of digital marketing initiatives, including campaigns, banners, white-labeled website updates, and content changes, while ensuring seamless integration between marketing execution and core digital platform capabilities.

• Monitor and analyze digital performance metrics, including engagement, click-through rates, and conversion metrics, and apply data-driven insights to continuously optimize customer experience, engagement, campaign effectiveness, and digital adoption.

• Support the definition and implementation of customer journey measurement frameworks and feedback loops, including A/B testing, analytics, and customer research inputs, to improve decision-making and product outcomes.

• Coordinate testing and release readiness activities by ensuring requirements are clearly defined, defects are tracked and resolved, and end-to-end validation processes are executed effectively prior to production deployment.

• Identify and proactively manage risks, dependencies, and delivery challenges across multiple concurrent workstreams, ensuring transparency and timely mitigation of issues impacting delivery or customer experience.

• Manage multiple complex digital projects simultaneously while maintaining strong communication with stakeholders, ensuring clarity on progress, priorities, timelines, and expected business outcomes.

• Continuously evaluate and improve delivery processes, operating models, and team coordination to support a scalable, efficient, and modern digital product and marketing organization.

• Ensure all digital deliverables meet enterprise standards for quality, accessibility, compliance, and consistency across web, mobile, and client-facing platforms.

• Stay current with emerging digital, UX, and financial services trends, applying relevant innovations and best practices to modernize the organization’s digital capabilities and customer experience.

Qualifications:

• Bachelor’s degree in marketing, communications, business, or a related field is required.

• A minimum of 5–12 years of experience in digital product management, digital delivery, program management, or digital marketing roles is required, with a demonstrated progression in scope and responsibility.

• Proven experience delivering customer-facing websites and digital experiences is required, including familiarity with web platforms, content management, and user engagement strategies.

• Direct experience with digital marketing campaigns, customer engagement initiatives, and performance optimization is required, including managing campaigns across multiple channels and platforms.

• Experience working with login, authentication, or identity-related systems (such as Single Sign-On or similar solutions) is strongly preferred.

• Strong experience working within agile or product delivery frameworks is required, including participation in sprint planning, backlog management, and iterative delivery cycles.

• Demonstrated ability to manage external vendors, agencies, or offshore development teams is required, including coordinating deliverables, timelines, and expectations across distributed teams.

• Experience collaborating with cross-functional stakeholders, including business SMEs, marketing teams, technology partners, and client-facing groups, is required.

• Prior experience in the financial services, mortgage, or servicing industry is preferred, with familiarity in customer servicing workflows and digital borrower experiences considered a strong plus.

• Experience managing multiple projects and competing priorities simultaneously is required, with the ability to meet deadlines without compromising quality or execution standards.

• Strong analytical skills are required, including the ability to interpret performance data, identify trends, and recommend improvements to drive engagement, conversion, and customer experience outcomes.

• Experience using digital marketing, analytics, or customer engagement tools (such as marketing automation platforms, reporting tools, or A/B testing platforms) is preferred.

• Excellent communication, stakeholder management, and influencing skills are required, with the ability to effectively engage both business and technical audiences.

• Demonstrated ability to operate independently in a fast-paced and evolving environment is required, with a proactive and solution-oriented approach to problem solving.

• Strong organizational, time management, and delivery management skills are required, with attention to detail and a commitment to high-quality outcomes.