Manager, Digital Delivery

Description 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.