Product Manager – DSM (Firmwide Case Management)
Core
Execute product strategy and lifecycle for Digital Service Mgt, Northern Trust's firmwide case management tool, translating business needs into prioritized enhancements for case intake, routing, resolution, and transparency.
Role type
Senior Product Manager (Enterprise Case Management)
Builds
Firmwide case management platform (DSM) for business operations and resolver groups
Domain
Financial Services / Enterprise Workflow & Case Management
Deliverable
product features
Required skills
Product strategy, backlog prioritization, stakeholder management, requirements definition, risk assessment, information lifecycle management, adoption enablement, performance analytics, financial value management, executive communication
Preferred skills
Appian, financial services operations, cross-business onboarding, Agile delivery, user acceptance testing, reporting and analytics, program governance
Responsibilities
Gather and validate user needs through stakeholder interviews and workflow observation; Translate product strategy into a sequenced roadmap and prioritized backlog; Define product requirements, user stories, and acceptance criteria for case types and workflows; Promote reusable case-management patterns and consistent data definitions; Prepare product risk and impact assessments for new capabilities; Partner with records management to translate retention and legal-hold requirements into product requirements; Coordinate business acceptance testing and release readiness; Support onboarding of business areas and resolver groups; Maintain product scorecards covering adoption, throughput, and time to resolution; Represent business requirements in platform modernization and migration planning; Support forecasts and benefits tracking for product enhancements; Resolve cross-functional priority conflicts and provide executive-ready presentations
Seniority
Senior, hands-on IC
