Lead strategy and product ownership for lead generation, CRM and pipeline effectiveness, customer profiling/advisory tools, and account origination platforms. Drive UX standards, backlog prioritization, AI-enabled insights, adoption, and frontline feedback mechanisms to improve lead-to-close workflows and sales productivity across Retail, SMB, and Mortgage channels.
Job Summary & Responsibilities
Responsibilities include but are not limited to:
- Lead Generation & Distribution
- Own the strategy, routing logic, and prioritization frameworks for internal lead generation across all channels.
- Define and track lead health metrics--utilization rates, work rates, and conversion to pipeline--and drive continuous improvement against each.
- Serve as business product owner for lead management platforms; translate field experience into clear product requirements and backlog priorities.
- Pipeline & CRM Effectiveness
- Own and optimize the end-to-end pipeline and CRM ecosystem, driving efficient lead-to-close workflows, reducing administrative burden, and maximizing frontline selling effectiveness.
- Leverage data, AI, and automation to enhance prioritization and insights, while simplifying workflows, improving platform adoption, and partnering cross-functionally on continuous enhancement and change management.
- Customer Profiling & Advisory Tools
- Own and evolve customer profiling and advisory tools, embedding AI-powered insights, segmentation, and next-best-action guidance to enable personalized, data-driven client engagement.
- Ensure seamless integration of customer intelligence into frontline workflows, partnering with data and analytics teams to continuously improve accuracy, relevance, and usability.
- Account Opening & Origination Platform Liaison
- Serve as the business lead for account opening and origination platforms, partnering cross-functionally to ensure solutions are intuitive, efficient, and aligned to frontline and client experience needs.
- Optimize origination workflows and performance by identifying friction points, leveraging field feedback and data insights, and driving prioritized enhancements to improve conversion, efficiency, and user experience.
- Frontline User Experience (UX) Ownership
- Establish and govern UX standards across sales enablement tools, ensuring simplicity, consistency, and alignment with frontline workflows and needs.
- Lead structured pilot programs for new capabilities, synthesizing field feedback to inform go/no-go decisions and drive resolution of issues prior to full-scale deployment.
- Voice of the Banker & Field Liaison
- Serve as the primary liaison between Retail, SMB, and Mortgage channel teams and Technology/Product organizations, ensuring frontline needs are consistently reflected in platform decisions.
- Establish structured mechanisms--advisory boards, listening sessions, ride-alongs--to capture and synthesize field feedback.
- Represent banker and client experience needs in roadmap planning, product review sessions, and enterprise technology governance forums.
- Backlog Prioritization & Product Partnership
- Translate frontline needs into clear business requirements and manage the product backlog to ensure priorities align with business outcomes and field impact.
- Act as business product owner within agile processes, driving decisions on scope, prioritization, and trade-offs to balance user needs, platform capabilities, and strategic objectives.
- Continuous Improvement & Adoption
- Drive continuous process improvement by identifying opportunities to automate manual tasks, simplify workflows, and enhance overall efficiency through smarter tooling.
- Leverage adoption data, performance metrics, and field feedback to prioritize and deliver high-impact enhancements on an ongoing basis.
Required Skills:
- Working knowledge of sales processes, pipeline management, and CRM systems.
- Basic ability to analyze performance data and identify improvement opportunities.
- Ability to support process improvements and workflow enhancements.
- Ability to collaborate effectively across teams in a matrixed environment.
- Strong communication skills with ability to translate business needs into clear actions.
Required Experience:
- Bachelor's degree in Business, Finance, Information Systems, or a related field; advanced degree a plus.
- Minimum of 10 years in sales enablement, product management, or a related role within financial services or a comparable regulated industry.
- Deep knowledge of Retail, SMB, and/or Mortgage sales processes and banker workflows in a large consumer bank or financial institution.
- Demonstrated experience as business product owner for CRM platforms (Salesforce or equivalent), including backlog management and requirements development.
- Proven track record driving measurable improvements in tool adoption, sales productivity, or conversion outcomes.
- Strong stakeholder management and ability to influence Technology, Product, and field leadership without direct authority.
- Excellent written and verbal communication, including executive-level presentation skills.
Preferred Experience:
- Advanced degree a plus.
- Director-level experience within a top 25 U.S. retail bank.
- Familiarity with agile product delivery and sprint-based development cycles.
- Knowledge of customer segmentation, next-best-action, or propensity modeling platforms.
- Experience managing lead management systems at scale (100,000+ leads annually).
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