Hours:
40
Schedule:
Monday - Friday 8:00 a.m. - 5:00 p.m. Must be flexible to meet current and future business needs. This position is hybrid and remote eligible for up to 40% of the time. The office location for this position is at ESL Corporate Headquarters in Rochester, NY.
Comprehensive Benefits:
ESL offers a competitive benefits package which focuses on providing a work life balance for all employees. Our benefits include robust options such as our wellness program, family assistance plan, 401k with match, paid volunteer time and Learning & Development training among many others.
Pay and Pay Incentive:
Starting Pay: $101,852 Salary Range: $78,363 - $113,596
In addition to competitive pay and benefits, we offer an annual performance-based incentive that rewards eligible employees for their contributions to our success.
Purpose:
Supports the design and deployment of product and service-oriented solutions, driving alignment with the Financial Wellness Framework and guiding principles, utilizing a behavioral insight approach while leveraging informed feedback, research, and best practices to improve member outcomes, and demonstrate measurable business and community impact.
Accountabilities:
Manage product and service-oriented financial wellness solution portfolio, delivery cadence, risk/issue management, and internal stakeholder communications.
Maintain a product- and service-focused financial wellness solution portfolio that reflects ESL’s financial wellness framework, guiding principles, member journey stages, and strategic priorities
Develop, organize, and manage a prioritized backlog of solution opportunities, enhancements, pilots, and cross-functional requests
Track active, planned, paused, and completed solution efforts, including owners, milestones, dependencies, risks, decisions, and expected outcomes
Coordinate portfolio review routines and delivery cadence to ensure teams have visibility into priorities, progress, constraints, and next steps
Identify gaps, overlap, duplication, or misalignment across product and service-oriented financial wellness efforts and recommend adjustments
Prepare concise stakeholder updates, decision briefs, portfolio summaries, and escalation materials for leaders and cross-functional partners
Maintain documentation of portfolio decisions, assumptions, tradeoffs, approvals, risks, and learnings to support transparency and continuity
Highlight and recognize solutions and efforts that are making a notable impact and connect efforts to organizational incentive structures
Coordinate cross-functional design, testing, iterations, launch, and scaling of product-focused financial wellness solutions.
Facilitate working sessions with product, service, digital, lending, deposits, marketing, operations, branch, contact center, analytics, community impact, compliance, risk, and member experience partners
Translate financial wellness goals, member insights, and business objectives into clear solution concepts, requirements, design criteria, and acceptance expectations
Help teams apply the financial wellness framework consistently during discovery, design, development, testing, implementation, and post-launch improvement
Coordinate design, testing, pilot planning, iteration, launch readiness, and scaling activities across cross-functional stakeholders
Identify and manage dependencies, risks, open decisions, resource needs, and operational impacts that may affect successful delivery
Ensure solution concepts are member-centered, accessible, easy to understand, and shaped by a behavioral-insight approach that considers member motivations, barriers, decision points, defaults, friction, trust, and real-world financial behaviors
Partner with compliance, legal, risk, information security, and operational leaders to support responsible design and readiness requirements
Coordinate with training, communications, implementation, and member-facing teams to ensure stakeholders have the guidance, language, processes, and escalation paths needed to support launches
Assess solution performance across product and service focused channels to support consistency and reduce friction for members
Embed measurement requirements and learning loops into product-focused financial wellness solutions.
Define measurement requirements for financial wellness solutions, including intended member outcomes, behavior changes, engagement indicators, adoption measures, operational indicators, behavioral-insight learning questions, and evidence of reduced friction or improved member action
Partner with analytics, research, product, and service teams to identify data sources, reporting cadence, dashboard needs, baseline measures, and success thresholds
Ensure measures reflect a holistic view of financial wellness, including confidence, capability, resilience, access, appropriate product use, and progress toward member goals
Develop learning plans for pilots and launches that include hypotheses, target populations, test conditions, behavioral assumptions, anticipated member barriers, feedback methods, decision points, and scale criteria
Capture, synthesize, and report learnings from member feedback, operational feedback, performance data, pilot results, and stakeholder input
Use insights to recommend solution refinements, roadmap changes, process improvements, communication updates, or additional testing
Maintain a repository of measurement plans, results, lessons learned, research insights, and reusable tools to strengthen future solution development
Provide regular reporting to management and stakeholders on outcomes, risks, adoption trends, member impact, and opportunities for continuous improvement
Translate financial wellness goals into product/service concepts and pilots
Convert financial wellness framework goals, guiding principles, member needs, and journey-stage opportunities into practical product and service concepts
Develop concept briefs, problem statements, opportunity summaries, experience requirements, and pilot recommendations for review with leaders and stakeholders
Support discovery activities by gathering input from members, employees, frontline teams, community partners, research, analytics, and operational stakeholders
Use behavioral diagnostics to identify where members may experience confusion, inertia, mistrust, competing priorities, cognitive overload, or other barriers that prevent them from taking beneficial financial actions
Apply human-centered design, a behavioral-insight approach, plain language, accessibility, and inclusion principles to improve solution usefulness, member engagement, comprehension, follow-through, and sustained financial wellness behaviors
Create or maintain reusable tools such as framework alignment checklists, product/service review guides, design principles, solution scorecards, and pilot templates
Evaluate whether proposed concepts reduce friction, improve member understanding, support healthy financial behaviors, and connect members to appropriate products, services, or guidance
Collaborate with the Financial Wellness Implementation Specialist when product and service-oriented solutions require person-assisted engagement, coaching, education, outreach, or guided support
Coordinate pilot readiness by clarifying target audiences, participation criteria, communication needs, employee support requirements, operational impacts, and feedback loops
Recommend whether pilots should be expanded, modified, paused, or discontinued based on member impact, performance data, stakeholder feedback, risk, and operational feasibility
Promote consistent use of ESL’s financial wellness framework across product and service development efforts through consultation, enablement, documentation, and stakeholder education
Qualifications:
Bachelor’s degree in business , finance, behavioral science, psychology, marketing or a related discipline or 4 years equivalent directly related experience
In addition, minimum of 5 years of directly related experience in service design, behavioral-insights-based solution design, product or service development, program/project coordination, or cross-functional implementation, preferably in financial services, community impact, or a related environment.
Demonstrates alignment with ESL’s Core Values, mission, vision, and Purpose to help our community thrive and prosper
Preferred Qualifications:
Bachelor’s degree preferred in a discipline that supports financial wellness solution development, such as business, finance, behavioral science, psychology, marketing, product management, service design, human-centered design, community development, or a related field
Ten plus years of combined experience:
Managing or coordinating cross-functional projects, pilots, or solution launches,
Supporting product, service, or member/customer experience design,
Translating business goals and user/member needs into concepts, requirements, or implementation plans,
Using research, feedback, data, or behavioral insights to improve outcomes,
Working with stakeholders across areas such as product, marketing, operations, analytics, compliance, risk, and member/customer-facing teams, and
Creating project documentation, stakeholder updates, decision briefs, measurement plans, or learning summaries
We’re committed to diversity, equity, and inclusion.
We believe we are a stronger, more successful organization because of this commitment. We strive to ensure a robust talent pool of qualified candidates with a variety of skillsets and capabilities for all our openings. We hire great people and welcome all new hires to our award-winning work environment, which has been recognized by the Great Place to Work Institute since 2010.
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