The posting
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 improve usability, adoption and user satisfaction. 9 | 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. 10 | 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. 11 | 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. 12 | Stakeholder leadership Provide clear product updates, decision papers and executive-ready presentations. Resolve cross-functional priority conflicts through influence and escalation. Support client or prospect discussions and RFP responses when DSM capabilities are relevant, using approved messaging. KNOWLEDGE, SKILLS AND EXPERIENCE Required | Education College or university degree and/or relevant proven work experience. Required | Product and domain skills Demonstrated ability to translate business needs into product requirements, prioritize work and support delivery and post-launch assessment. Working knowledge of case management, service operations or workflow-based enterprise tools, and the ability to learn Northern Trust business processes and DSM capabilities. Required | Analysis and controls Strong analytical and problem-solving skills; ability to define useful KPIs, interpret operational data and evaluate benefits and trade-offs. Understanding of risk-aware product delivery, access controls, sensitive information handling and auditable business workflows. Required | Communication and execution Strong oral and written communication, logical presentation and organizational skills. Ability to build relationships, influence and negotiate across disciplines, coordinate multiple priorities and connect product decisions to business strategy and operational outcomes. Preferred experience Product management, business analysis or delivery experience with enterprise case-management or workflow platforms; Appian familiarity; financial-services operations; cross-business onboarding or migration; Agile delivery; user acceptance testing; reporting and analytics; and program or project governance. Salary Range: $114,500 - 194,700 USD Salary range is a good faith estimate of base pay. Northern Trust provides a comprehensive benefits package including retirement benefits (401k and pension), health and welfare benefits (medical, dental, vision, spending accounts and disability), paid time off, parental and caregiver leave, life & accident insurance, and other voluntary and well-being benefits. Northern Trust also provides a discretionary bonus program that may include an equity component. Work Authorization Applicants must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. Northern Trust will not sponsor applicants for U.S. work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa). Working with Us As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to an inclusive workplace and assisting the communities we serve. Philanthropy is deeply rooted in Northern Trust’s history and is an essential element of our culture. Employees around the world give their time and talent to work for the greater good of their communities. Reasonable Accommodation Northern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at [email protected], or alternatively you can discuss your individual requirements with the recruiter you are working with. Looking for greater? You found it. A global financial leader with more than 22,000 employees in 23 locations worldwide, Northern Trust empowers our employees to achieve more than just business goals. Our focus on work-life balance, career mobility and unique opportunities are just a few of the reasons we’ve been named one of the world’s most admired companies. Terms and Conditions Candidate Privacy Notice California Applicant Privacy Notice Pay Transparency Nondiscrimination Provision (U.S) Transparency in Coverage Disclosure – North America Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please email our HR Service Center or call 1-800-807-0302 (North America), +630-276-5353 (Asia Pacific), 1800-425-0333 (India), +44(0)207 982 4357 (Europe, Middle East and Africa) and let us know the nature of your request and your contact information. APAC/INDIA EEO STATEMENT It is the policy and practice of Northern Trust to provide equal employment opportunities to all employees and applicants. Northern Trust does not discriminate on the basis of race, colour, religion or belief, nationality, ethnic or national origin, sex, marital status, sexual orientation, disability or age. All employment decisions will be made in a non-discriminatory manner in accordance with our obligations under the law and codes of practice. This includes human resources’ decisions relating to recruitment, terms and conditions of employment, transfers, promotions and access to learning and development. Canada EEO STATEMENT Northern Trust is an Equal Opportunity Employer. Hiring and other employment decisions at Northern Trust are made without regard to race, colour, religion, sex, ancestry, national origin, ethnic origin, age, disability, citizenship, veteran status, sexual orientation, record of offences, marital status, family status, or any other characteristic protected by federal, provincial, or local law, regulation, or ordinance. EMEA EEO STATEMENT It is the policy and practice of Northern Trust to provide equal employment opportunities to all employees and applicants. Northern Trust does not discriminate on the basis of race, colour, religion or belief, nationality, ethnic or national origin, sex, marital status, sexual orientation, disability or age. All employment decisions will be made in a non-discriminatory manner in accordance with our obligations under the law and codes of practice. This includes human resources’ decisions relating to recruitment, terms and conditions of employment, transfers, promotions and access to learning and development. USA EEO STATEMENT It is the policy of The Northern Trust Company to afford equal opportunity in all phases of employment without regard to an individual's age, race, color, religion, creed, gender, national origin, citizenship status, marital status, pregnancy, sexual orientation, gender identity, gender expression, genetic tests and information, physical or mental disability, protected veteran status or any other legally protected status. EEO Know Your Rights (U.S.)
