About Northern Trust
As a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the world’s most successful individuals, families, corporations and institutions.
Since 1889, we have aligned our efforts with our three guiding Principles That Endure: Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide.
With more than 135 years of financial experience and over 24,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.
ROLE SUMMARY
Purpose
Execute the product strategy and lifecycle activities for Digital Service Mgt, Northern Trust’s firmwide case management tool, under the direction of technology product development leadership and in partnership with the Business Owner. Translate business and user needs into prioritized enhancements that improve case intake, routing, resolution, transparency and control across business areas. Balance day-to-day product stewardship with roadmap delivery, adoption and continuous improvement.
Scope and partnerships
Work across business operations, resolver groups, technology, architecture, data, risk, compliance, information security and records management. Represent user needs, communicate priorities and trade-offs, and provide Digital Service Mgt subject-matter expertise. Partner with designated control owners and technical teams.
KEY RESPONSIBILITIES
1 | Discovery and user needs
Gather and validate needs through stakeholder interviews, workflow observation, 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.
2 | 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.
3 | 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.
4 | 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.
5 | 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.
6 | 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.
7 | 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.
8 | 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…