Product Manager, Digital Service Management

The Northern Trust Company; Chicago (IL); On-site; USD 120,000 - 180,000; Full time

Job summary

The Northern Trust Company is seeking a Senior Product Manager to lead the Digital Service Management product across the firm. You will translate business needs into prioritized enhancements, manage roadmaps, and collaborate with technology, risk, and operations to deliver measurable improvements in case intake, routing, and transparency.

You will partner with cross-functional teams to standardize workflows, define acceptance criteria, and drive adoption while maintaining governance and risk

Responsibilities

• Discovery and user needs Gather and validate needs via stakeholder interviews, workflow observations, user feedback and case data; develop personas and journey maps for requestors, resolvers, approvers and business administrators; identify pain points and opportunities to simplify service delivery.
• Roadmap and prioritization Translate product strategy into a sequenced roadmap and prioritized backlog with the Senior Product Manager; assess business value, user impact, risk, cost and dependencies; document trade-offs and secure alignment through established product governance.
• Requirements and delivery Define product requirements, user stories and acceptance criteria for case types, intake forms, routing, assignment, milestones, service-level tracking, notifications, approvals, search and reporting; partner with technology on feasibility, design, testing and delivery.
• Firmwide workflow standards Promote reusable case-management patterns and consistent case data definitions while accommodating justified business requirements; coordinate case-type onboarding and changes with business owners and resolver groups; maintain the product and case-type inventory and supporting documentation.
• Risk and controls Prepare product risk and impact assessments for new capabilities and material changes; partner with control owners to define appropriate access, approvals, auditability and protection of sensitive case data, notes and attachments; track remediation through established governance.
• Information lifecycle Partner with records management, legal, data and technology teams to translate retention, purge and legal-hold requirements into product requirements and acceptance criteria; coordinate dependencies with document-management and related data services without assuming ownership of policy decisions.
• Release readiness Coordinate business acceptance testing, defect prioritization, operational readiness and release communications; establish launch success criteria, support business sign-off and conduct post-launch reviews to validate outcomes and prioritize follow-up improvements.
• Adoption and enablement Support onboarding of business areas and resolver groups; maintain product materials, job aids and training content with enablement partners; communicate workflow changes and use feedback to improve usability, adoption and user satisfaction.
• Performance and improvement Maintain a product scorecard covering adoption, case throughput, time to resolution, service-level attainment, backlog aging, reopens and user satisfaction; agree definitions and baselines with business owners, investigate trends and recommend measurable improvements.
• Modernization and dependencies Represent business requirements in Digitsl Service Mgt platform modernization and migration planning; partner with architecture and delivery teams on integration dependencies, business continuity, data integrity, control preservation, user readiness and post-transition validation.
• Financial and value management Support forecasts, business cases and benefits tracking for Digital Service Mgt enhancements; monitor product-related capital and expenses with finance and product leadership; assess efficiency and cost-to-serve implications and regional rate-card alignment where applicable.
• Stakeholder leadership

Job description

The Northern Trust Company is seeking a Senior Product Manager to lead the Digital Service Management product across the firm. You will translate business needs into prioritized enhancements, manage roadmaps, and collaborate with technology, risk, and operations to deliver measurable improvements in case intake, routing, and transparency.

You will partner with cross-functional teams to standardize workflows, define acceptance criteria, and drive adoption while maintaining governance and risk