Product Manager - DSM (Firmwide Case Management)

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.