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Date: Feb 5, 2019

Location: San Juan-Cupey, PR

Full Time Opportunity

General Description

Responsible for the overall management and vision for Popular’s digital channels and customer experience (CX) initiatives.  Develop and manage a product roadmap to support unit goals and strategies; this includes product functionality, features, and constant launching of new products, enhancements, and services.

Essential Duties and Responsibilities

  • Collaborate across business groups and technology leaders to develop the product strategy and support a shared CX vision.
  • In partnership with business group leaders, design and manage a product roadmap to support Popular’s goals and strategies.
  • Prioritize projects within the team, lead in determining the best technical implementation methods, track product development and develop product launch plans
  • Manage third party technology partner relationships as required
  • Design and maintain recurring dashboards with key controls, KPIs to measure utilization, team performance metrics, among others.
  • Promotes the use of digital analytics, voice of customer feedback, usability testing and best practices within the business to drive growth and customer satisfaction
  • Reduce existing Internal Audit findings. Monitor and create detailed plans to ensure all Audit recommendations have an action plan that is followed and given the highest priority. Implement preventive measures to avoid new recommendations as new changes, systems and services are released.
  • Budgetary/financial oversight. Responsible of IT cost reduction. Proactively manage communication of budget health to key stakeholders and top management.
  • Strive to build functional knowledge of specific products and processes and work collaboratively with business unit managers to become a trusted advisor. Assist in the preparation and monitoring of compliance with audit department metrics and targets. Prepare analytics and reports for the committees, as required.


BA or BS is essential with a preference for an advanced business degree, design, engineering, computer science, information systems, data science or related fields.


  • 5+ years of related experience is required.
  • Proven track record of strategic leadership in delivering CX and digital solutions, such as:
    • Workflow engines, rule-based engines
    • Chatbots, virtual agents, virtual assistants
    • Knowledge Management systems
    • Customer Journey solutions
    • Web development
    • Recommender systems, next-best solutions
    • Analytics based, data driven decision support solutions
  • Deep understanding how to deliver value to customers across all aspects of the customer experience - operational, communication, brand, multi-channel, customer care
  • Innovative, data driven mindset with strong entrepreneurial spirit
  • Experience leading cross-functional teams to design and execute solutions for challenging business situations
  • Commercially astute and experienced in building budgets and supporting business cases
  • Experience of driving transformation and innovation in large organizations
  • Demonstrated ability to structure complex problems, derive insights from data, and communicate with diverse teams.

Other Qualifications

  • Experience integrating best practices across different type of products, aligning product requirements while implement efficient and agile practices.
  • Strong experience utilizing design-thinking best practices, requirement definition, and testing to deliver digital products.
  • Ability to work independently in a complex environment.
  • Financial services experience is a plus
  • Experience leveraging KPI’s and data to prove insights and make strategic business recommendations.
  • Excellent analytical skills to identify situations, look for alternatives and make good decisions.
  • Must be able to work under pressure and meet deadlines, while maintaining a positive attitude.
  • Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.
  • Ability to operate at all levels of management, with excellent verbal, written and presentation skills (in both English and Spanish).
  • High degree of commitment, ability to adapt to new situations and work under pressure.
  • Exceptional analytical and quantitative problem-solving skills
  • Ability to analyze data and create succinct presentations tailored to each audience; attention to detail with excellent time management and multitasking abilities.
  • Skills to manage projects independently, develop and maintain good interpersonal relationships, anticipate needs, present alternatives to solve situations and provide continuity and follow-up on matters.


Accountability (L)

Analytical Discipline (L)

Building Effective Teams (L)

Change Agent (L)

Customer Centric (L)

Developing People (L)

Strategic Thinking (L)

Character (L)




Popular Inc., is an Equal Opportunity Employer

Job Segment: Manager, Management, Customer Service

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