Western Union Senior Director, Front End Product Innovation in San Francisco, California

Job Title: Senior Director, Front End Product Innovation

Requisition #: 1801530

Western Union is changing. Yes, we’re the company that moves money around the world quickly and reliably in 200 countries and territories. We are also present in over 510,000 locations bringing immense distribution convenience to our consumers. But we’re on the cusp of becoming much more than that. Our vision is to be the preferred financial services provider for the underserved – billions of people and businesses with unmet financial service needs. That means aggressively pursuing digital, mobile, ATM/kiosk and stored value card strategies that meet the needs of today’s global consumers and businesses. So, if you’re looking for a company on the move – and truly one of the most diverse work environments on the planet – then Western Union could be for you.

Right now, we are seeking a Senior Director of Front End Product Innovation , based at Western Union’s Digital headquarters in San Francisco, California.

The Director of Digital Products, is an experienced and strategic thought leader on Digital Platforms, Digital Innovation and Online Strategy. You will be responsible for our front-end innovation of our customer and partner facing online platforms. This will include all aspects of the customer lifecycle, from Digital Onboarding, Transactional Services through to Online servicing and support. The leader will establish our analytics capability and VOC program using data and customer insight to make decisions on UX improvements and new features. The individual will also drive our Mobile strategy.

The individual will be responsible for leading a product team and engage our customers and stakeholders in markets across the globe. Product Directors and Managers for WU EDGE, GPFI, Digital Onboarding and our Legal and NGO platforms will report into this role. This leader and team will drive product initiatives on our online platforms throughout the lifecycle from vision, concept and customer testing, development, launch, measurement and ongoing enhancement.

You will contribute proactively to the development of the company’s online platforms through ideas and creativity based on solid market research, competitive analysis, customer understanding and working in close collaboration with Sales, Marketing, IT, Operations, and the Regional Product Team.

As a member of the WU Payments, Strategy and Product leadership team, the Director will contribute as a thought leader on both business and technical issues related to our online platforms and will also play a critical role in strategic planning. This position is expected to formulate and execute a global product strategy that directly contributes to the company’s revenue, profitability and overall value proposition.

Sound interesting? Hereare some specifics:

Product Vision and Leadership

  • Collaborate withbusiness leaders and stakeholders in all markets to define the vision anddetailed growth plans for our online platforms.

  • Be an internal andexternal evangelist for our online platforms and industry innovation.

  • Provideleadership, motivation and hands-on direction and design to thedevelopment teams to deliver exceptional product experiences across all ofour online platforms.

  • Cultivate an agileand results-driven culture in which innovation and excellence are expectedand customer experiences that exceed expectations is the standard.

Product Strategy and Planning

  • Drive andfacilitate our online product strategy and planning process across thebusiness to provide focus and alignment on critical strategies anddelivery plans

  • Engage customersand formalize our “Voice of the Customer” program to ensure there is aclear and differentiated value proposition including testing of conceptsand ideas with our customers

  • Execute a clear,actionable product strategy roadmap with priorities to deliver optimalresults for customers and the business.

  • Drive productmarketing strategies for demand generation and client development:buyer/user personas, customer and market segmentation, product launch,channel partner management, sales training and tools, presentations,competitive analysis, lead generation and nurturing, content marketing,e-marketing, loyalty/retention and cross-selling.

Product Roadmap and Execution

  • Manage thecollection and analysis of market and competitive data and customerfeedback, prioritize opportunities, derive conclusions and create astrategic vision that outlines the product roadmap to drive future revenuegrowth

  • Manage the teamthat will be defining customer requirements and Use cases forcustomer facing platforms and key applications, to drive ITdevelopment

  • Establish productreporting cadence and work closely with the sales organization to align onsales and profitability goals.

  • Establish productP/L reporting

  • EstablishWeb/Customer Analytics function to leverage our data to get insights intotrends and behavior of our online customers

  • Define productpriorities and schedules in collaboration with our Executive team andtheir GTM leadership teams across products and all relevant countries.

Leadership and Talent Management

  • Motivate theglobal and regional product stakeholders through proactive performancemanagement, clear accountability and on-going measurement against goals

  • Provide coachingand development opportunities to their team for career growth

Key Characteristics:

  • Self-starter whocan simultaneously manage multiple internal and externalinitiatives/projects and deliver outstanding results

  • Inspirationalleader who can thrive in a fast-paced environment

  • Ability to workcollaboratively with employees at all levels of the organization andestablish and maintain strong relationships with strategic partners

  • Unwilling toaccept behavior inconsistent with WU Behaviors

  • Business-mindedstrategic thinker with a strong ability to execute for results

  • Demonstratedleadership experience in a complex business

  • Tough-minded butable to be flexible when the situation demands it, able to think on feet,ability to engage in critical discussion without personalizing outcomes

  • Tenacious andresourceful problem solver with deep analytics skills

  • Strong businessacumen and the ability to synthesize and analyze data to identify trendsand marketing opportunities.

What you will need tosucceed:

  • Bachelor’s Degree,preferably in Business or Finance is preferred. MBA is strongly desired.

  • 10+ years relatedwork experience within a related software industry and/or financialservices.

  • Experience workingfor/with SME and mid-market clients essential

  • Experience workingfor a Tier 1 Financial institution and / or FinTech software providerpreferred

  • Experience workingwith stakeholders across multiple regions/geographies

  • Proven experiencein using product and marketing to build an organization’s revenue, brandand identity.

  • Excellentcommunication, interpersonal and leadership skills.

  • Highly effectivefacilitation, presentation, planning, organizational and problem-solvingskills.

  • Ability to workindependently and manage multiple projects simultaneously.

What it’s like here:

Western Union (WU) is a company on the move! We believe that when money moves, better things can happen. From small businesses and global corporations, to families near and far, or NGO’s in the most remote communities on Earth, WU helps people and business move money globally. We have a rich legacy of innovation and are continuing to develop new and more convenient ways for our customers to send and receive money through digital, mobile and retail channels. We have a combined digital and retail network that spans over 200 countries and territories. Some companies specialize in cash-based retail money transfer and others play only in digital. We are leaders in both!

Being on the Western Union team means being tenacious and goal-oriented. It means taking risks and quickly finding the path to success. It means having integrity and finding ways to make things work. It means thriving as part of a diverse, global team of over 10,000 people who are committed to moving money for better. It means being driven to win, and to do work that makes a difference… on a global stage. Sound like you? Apply now!

Inclusion and diversity are fundamental to our culture and success. Achieving our common vision depends on people with diverse backgrounds working together. Who knows; your unique point of view could be the key to our next groundbreaking idea. We’d love to explore that possibility!

Western Union is proud to be an Equal Opportunity-Affirmative Action Employer. We are committed to equal employment opportunity regardless of race, color, religion, sex (including pregnancy or related medical conditions), national origin, veteran status, sexual orientation, gender identity, age, disability, marital status or another protected category.