Strategy Lead, Channel Product Management

About this role

Location: 4224 Ridge Lea Road, Amherst New York

Strategy Lead – Channel Product Management At KeyBank, we are looking for strategic thinkers who are passionate about innovation, client experience, and driving meaningful business outcomes. As a Strategy Lead within the Channel Product Management organization, you will help shape the long-term vision and strategic direction of key customer interaction channels across digital, self-service, and assisted experiences. Your focus will be on identifying opportunities, aligning investments to business priorities, leveraging data-driven insights, and ensuring product strategies deliver measurable value for both clients and the business. This role operates at the intersection of strategy, product management, customer experience, operations, and technology. You will partner across the organization to define future-state capabilities, prioritize strategic initiatives, and guide execution while maintaining alignment to enterprise objectives. This is a fast-paced, highly collaborative environment where you will have a direct impact on how KeyBank serves clients across channels.

The Strategy Lead is responsible for developing and managing the strategic roadmap for customer interaction channels, ensuring alignment between business objectives, client needs, market opportunities, and product investments. This role provides thought leadership across channel strategy, portfolio planning, operating model design, performance management, innovation, and organizational transformation.

Key Responsibilities Strategic Planning & Vision • Define and evolve the channel product strategy, vision, and multi-year roadmap aligned to enterprise and line-of-business objectives. • Translate organizational priorities into actionable strategic initiatives, investments, and measurable outcomes. • Assess emerging industry trends, competitive capabilities, technology advancements, and customer expectations to identify future opportunities. • Establish strategic frameworks, business cases, and success measures that guide investment decisions and product prioritization.

Portfolio & Performance Management • Drive strategic planning activities across multiple products, initiatives, and capability areas simultaneously. • Establish and monitor key performance indicators (KPIs), objectives, and outcome-based measures to track business impact. • Utilize quantitative and qualitative insights to identify opportunities to improve adoption, satisfaction, efficiency, and client experience. • Partner with leadership teams to evaluate tradeoffs, prioritize initiatives, and optimize resource allocation.

Cross-Functional Leadership • Bring together diverse stakeholders across Product Management, Technology, Operations, Risk, Marketing, Analytics, User Experience, and Business Leadership to align on strategic priorities. • Facilitate strategic planning sessions, workshops, and governance forums to create alignment and drive decision-making. • Influence without direct authority across multiple organizational levels and functions. • Serve as a trusted advisor to senior leaders on channel strategy, customer experience, and product investment decisions.

Innovation & Continuous Improvement • Identify opportunities to transform and simplify customer journeys through digital capabilities, automation, AI, and self-service solutions. • Develop strategic recommendations informed by customer feedback, market intelligence, operational insights, and performance data. • Promote a culture of continuous improvement, experimentation, and outcome-driven innovation. • Partner with product teams to ensure strategic objectives are effectively translated into delivery roadmaps and execution plans.

Organizational Enablement • Support development of operating models, governance structures, planning processes, and strategic reporting mechanisms. • Create executive-level communications, presentations, and storytelling materials that articulate strategy, progress, risks, and opportunities. • Drive organizational readiness and alignment for strategic initiatives and transformational programs.

Required Qualifications • Bachelor's degree in Business, Finance, Marketing, Information Systems, Strategy, and 5+ years of experience in product management and strategic planning or related field or in lieu of a degree 10+ years of experience. • Strong strategic thinking and business acumen with the ability to connect long-term vision to execution. • Experience leading complex, cross-functional initiatives with enterprise-wide impact. • Exceptional analytical skills with experience leveraging data and insights to inform decisions. • Strong executive communication, storytelling, and presentation skills. • Ability to influence stakeholders and drive alignment across diverse teams. • Experience operating in Agile, product-led, and customer-centric environments.

Preferred Qualifications • Experience developing channel, digital, customer experience, or enterprise transformation strategies. • Knowledge of banking, financial services, or customer interaction platforms. • Experience with portfolio planning, investment governance, and strategic performance management. • Strong understanding of customer journey design, service design, and client experience methodologies. • Ability to synthesize complex information into concise executive recommendations. • Experience building business cases and leading strategic assessments. • Demonstrated ability to balance strategic vision with practical execution. • Passion for innovation, continuous improvement, and creating exceptional client experiences.

Success Measures • Alignment of channel investments to enterprise objectives. • Delivery of measurable business outcomes and client experience improvements. • Adoption of strategic capabilities across channels. • Improved operational efficiency and cost-to-serve. • Effective prioritization of product and portfolio investments. • Strong stakeholde

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