Product Manager, Customer Experience Strategy
Posted on: 1 Dec 2025
New York, NY
Job Description
Are you passionate about building digital products that are focused on re-defining customer experience across channels and countries? Do you have experience delivering products that need strong understanding of the technical setup at the same time focused on delivering the right customer experience? If you have a track record of driving product success through consumer centric thinking & data and have a bias for action, then it’s time to join Western Union’s Digital Product team as a Product Manager.
Western Union powers your pursuit
In this role you will work as a member of the Digital Product team with a focus on building the online experience of customers who visit Western Union across channels.
Role Responsibilities
Drive end-to-end user experience strategy across web and mobile, ensuring seamless, intuitive, and customer-centric journeys.
Translate customer insights, usability research, and behavioral data into actionable product requirements that improve adoption, engagement, and retention.
Partner with design, engineering, and analytics teams to define, prioritize, and deliver UX enhancements that directly impact key customer KPIs.
Build and optimize end-to-end money transfer experience right from the 1st time a customer lands on Western Union’s platform and for repeat transactions.
Be the key spokesperson of customer needs in all meetings with front end/ back end engineering teams and regional stakeholders
Work with other product teams on identifying use cases that relate to different aspects of a cross-channel, cross-country customer profile and onboarding experience e.g. customer lookup, KYC, profile details, transaction history, etc
Own the requirement definition, research, metrics analysis, testing, launch and ongoing optimizations.
Manage products ensuring proper alignment and approvals are obtained from Legal, Compliance, Privacy and Infosec.
Role Requirements
4+ years of product management experience in the digital space.
Consumer product management experience, with a deep understanding of the technical ecosystems.
Excellent analytical skills and ability to constantly deep dive and take decisions on the basis of data.
Experience creating wireframes, workflow diagrams, product features & stories
Experience driving projects with cross functional colleagues
Strong business writing, presentation, verbal communication and interpersonal skills, with the ability to translate complex technical concepts to a broad range of audiences.
Great attention to detail coupled with experience seeing the bigger picture, prioritizing competing needs and providing extreme clarity to your team
Undergraduate degree in business, engineering, or equivalent relevant experience. MBA preferred.
Western Union
Rochester, NY
We are a global leader in cross-border, cross-currency money movement. From small businesses and global corporations, to families near and far away, to NGOs in the most remote communities on Earth, Western Union helps people and businesses move money - to help grow economies and realize a better world. In 2018, we completed more than 800 million transactions for our consumer and business clients. We continue to innovate, developing new ways to send money through digital, mobile, and retail channels, with an array of convenient pay-out options to meet business and consumer needs.
We are a business centered on the needs of our customers, and over the years, we’ve invested and innovated to provide consumers and businesses with even more choices – in products, in services, and in how and where they can access Western Union when moving money across borders.
We move money for better, enabling individuals, families and friends to securely and seamlessly transfer money in the ways that are most convenient for them, whether that is walking into a retail location or using our Western Union website or app to move money in minutes.
Our customers use our services to send money to family members in nearly every part of the world, to provide support, recognize a special occasion, and enable entrepreneurship or education.
As businesses have a growing need to move money around the globe and transact in different currencies, we’ve answered these needs with Western Union Business Solutions to help navigate the global economy, including solutions for International Payments, Risk Management, and Cash Management Solutions. We offer a wide range of industry-specific solutions that today help over 50,000 clients including financial institutions, educational institutions, NGOs, and small/medium sized businesses needing to make cross-border payments.
-
IndustryBanking/Financial Services
-
No. of Employees12,000
-
Website
-
Jobs Posted256
