Director, Consumer Program Management
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Job Description
Director managing Consumer Empowerment Programs for analytics software company FICO. Leading program strategy, execution, and client relationships in the financial ecosystem.
Responsibilities:
- Own end-to-end program management for the FICO® Score Open Access Program, a key external-facing consumer initiative, serving as the primary point of contact for its strategy, execution, and growth.
- Drive program adoption and expansion through proactive client outreach, presentations, awareness campaigns, industry events and ongoing support across the client base.
- Manage at least one direct report, providing mentorship, development opportunities, and day-to-day guidance to support individual and team success.
- Deliver compelling presentations to clients and prospects across a range of stakeholder groups, collaborating with teams in Client Success, Sales, Marketing, Data Science, etc.
- Develop and execute strategies to engage a broad client base, ensuring high levels of client satisfaction and delivering consistent, meaningful client reporting.
- Cultivate and maintain trusted, long-term relationships with diverse client stakeholders, acting as a reliable and knowledgeable point of contact.
- Review and communicate program updates and marketing materials to clients clearly and in a timely manner, ensuring alignment and understanding across stakeholder groups.
- Continuously identify opportunities to improve program materials, expand program reach, and strengthen FICO's external representation.
- Recommend and implement strategies to improve operational efficiency, program effectiveness, and overall business results.
Requirements:
- Substantial knowledge of the banking and financial ecosystem, with relevant professional industry experience required.
- FICO product knowledge is a plus.
- Significant experience in a client-facing role, serving as a primary point of contact or consultant for consumer advocacy or empowerment programs within banking or financial services — including program management, project management, client support, strategy consulting, business analysis, or solution marketing.
- Proven track record of building and nurturing stakeholder relationships across internal and external teams in Sales, Client Success, Client Services, Legal, Marketing, and Executive Leadership.
- Demonstrated ability to listen to and interpret client needs, develop effective solutions, and engage confidently in both pre- and post-sales client settings.
- Prior experience managing direct reports, with the ability to lead through influence, build trust, and foster a high-performing team culture.
- Excellent communication skills, with a consistent history of delivering high-quality client experiences and earning client confidence and repeat engagement.
- Strong organizational skills and the ability to manage competing priorities across multiple projects simultaneously.
- A proactive, self-starting approach — comfortable working under pressure while maintaining composure and a professional presence.
- A collaborative mindset with a track record of contributing proactively in cross-functional environments, sharing ideas, driving process improvements, and championing team success.
Benefits:
- Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognized for doing so.
- An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie.
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