Portfolio Summary: Sage Cloud Banking Service
Position: Global Product Manager, Banking Service
Duration: 4-month contract
As a Banking Service Product Manager at Sage, I undertook a dynamic and impactful role that encompassed a wide range of responsibilities, including defining the product vision, strategy, and execution to drive the success of the banking service. My performance was measured based on key performance indicators (KPIs), including the adoption of the service by banks, usage by Sage users, and Net Promoter Score (NPS).
Key Responsibilities and Achievements:
- Strategic Leadership: I played a pivotal role in shaping the success of the banking service by gaining a deep understanding of customer experience, the market landscape (including partners), and competitors. This knowledge allowed me to set a clear and compelling product vision and experience.
- Product Strategy: I defined a robust product strategy that aligned with Sage’s ambitions and market demands. This involved building a strong business case for investments and creating a product roadmap that prioritized customer value.
- Requirements Definition: My role required me to define detailed customer and solution requirements and identify dependencies on capabilities within the organization. This process ensured that our product development efforts were aligned with our strategic objectives.
- Cross-functional Collaboration: I collaborated closely with engineering teams to align product roadmap needs with engineering requirements. This cross-functional collaboration was crucial for the successful execution of our product plans.
- Product Knowledge: I served as a go-to person for product information, ensuring that stakeholders had access to accurate and up-to-date information about the banking service.
- Issue Resolution: I took ownership of product issues and worked diligently to resolve them promptly. This proactive approach contributed to enhancing the overall product experience.
Key Results Achieved:
- Expanded Banking Service Connections: During my tenure, I successfully added new banking service connections with three new UK banks. This expansion contributed to a 10% increase in adoption by financial institutions.
- Increased Sage Customer Usage: Following the resolution of product issues, I managed to boost the usage of the banking service by Sage customers by 5%. This improvement directly translated into higher customer satisfaction and engagement.
- Improved NPS: I played a significant role in raising the Net Promoter Score (NPS) of Sage Cloud products from 50 to 60, indicating a notable enhancement in customer loyalty and satisfaction.
In summary, my role as a Banking Service Product Manager at Sage involved strategic leadership, cross-functional collaboration, and a strong focus on customer satisfaction and product improvement. Through my efforts, I successfully expanded the service’s reach, increased user engagement, and elevated overall customer satisfaction. My tenure was marked by a commitment to excellence and a drive to achieve tangible results in a dynamic and challenging environment.