Forward Deployed Product Owner - Employee Knowledge Management & Content
M&T Bank · Buffalo, United States +5 · 1d ago
Location: Hybrid within the M&T/Wilmington Trust footprint, open to remote if based outside of footprint.
Overview:
The Wilmington Trust Institutional Services (IS) division is experiencing rapid business growth and has initiated a strategic digital transformation program. The goals of the program are to grow revenue through new and transformed digital-first trust and agency service products, to move from a product-centric to client-centric operating model, to move from market-specific to global solutions, and to dramatically lower the cost to serve.
As part of this transformation, Employee Knowledge Management (EKM) is establishing a governed employee knowledge capability that includes a single guided intranet experience, a governed catalog of knowledge assets, one controlled publishing path, and management reporting on content coverage, quality, and lifecycle.
Wilmington Trust is seeking a Forward Deployed Product Owner to build, operate, and continuously improve this capability. This role serves as the permanent build-and-operate capacity for EKM and becomes the long-term technical owner of the solution once implementation support rolls off. The position blends product ownership, content practice, and low-code solution building, working directly with business service lines, Knowledge Asset Owners, and subject-matter experts to translate how employees look for guidance into governed structures, workflows, and content that hold up under audit. Candidates should bring strong content or product instincts, be strong in at least one low-code workflow platform, and have the aptitude and appetite to learn the broader platform stack quickly, including either Power Platform or Appian as the final governed catalog and workflow design is confirmed.
Primary Responsibilities:
- Own the EKM product backlog, including authoring and refining user stories, acceptance criteria, specifications, process flows, UI concepts, test scenarios and release-ready requirements.
- Design, configure, administer and continuously improve the EKM platform ecosystem, including SharePoint Online, governed publishing workflows, automation, notifications, metadata, taxonomy, content types, search, permissions, lifecycle controls, reporting and data quality monitoring.
- Maintain the governed catalog, content governance framework and lifecycle processes, including audience and jurisdiction tagging, visibility rules, scheduled reviews, attestation tracking, content quality controls and remediation activities.
- Partner with business service lines, Knowledge Asset Owners, SMEs, Business Architecture and technology teams to define requirements, map current and future state processes, resolve conflicts, manage dependencies and drive alignment.
- Support content development efforts, including assessing, restructuring, editing and improving procedural, instructional and reference content.
- Leverage AI-assisted and agentic AI capabilities responsibly to accelerate content assessment, tagging, drafting, testing, documentation and delivery activities, with appropriate human validation.
- Establish and maintain reporting, dashboards and performance measures related to content coverage, quality, lifecycle health, attestation, consumption and overall platform effectiveness.
- Own solution quality, testing, production readiness and ongoing operational support, including QA, UAT, regression testing, defect management, release validation and long-term technical stewardship of the EKM solution.
- Assume full operational and technical ownership of the EKM capability following implementation, including troubleshooting, enhancement planning, platform administration and continuous improvement.
- Participate in agile ceremonies and support delivery planning, prioritization, stakeholder communications and execution activities.
- Understand and adhere to Company risk, regulatory and control requirements, support audit and remediation activities, and promote an environment that reflects the M&T Bank brand and values.
- Complete other related duties as assigned.
Education and Experience Required:
- Bachelor's degree and a minimum of 10 years of business, analytical, technical, digital product, transformation, product ownership, content management, knowledge management or related experience; or in lieu of a degree, a combined minimum of 14 years of higher education and/or relevant work experience, including at least 10 years in those disciplines.
- Experience designing, administering and improving enterprise content, knowledge management or digital experience platforms, including SharePoint Online or comparable technologies.
- Experience building, configuring or supporting workflow and automation solutions using Power Platform, Appian or comparable low-code technologies, including the ability to learn new platforms quickly and independently.
- Experience developing business requirements, user stories, acceptance criteria, process documentation, testing scenarios and release documentation while translating business needs into executable solutions.
- Experience with content development, content assessment, information architecture, metadata, taxonomy, search optimization, governance and lifecycle management concepts.
- Working knowledge of AI-assisted tools and the ability to apply them responsibly to improve analysis, content drafting, tagging, documentation, testing or operational efficiency.
- Experience operating in regulated environments, including financial services, fintech or comparable industries.
- Strong analytical, problem-solving, facilitation, stakeholder management and communication skills, including the ability to bridge business and technical teams, manage competing priorities and work independently in a fast-paced environment.
- Experience with Microsoft 365 technologies, including Microsoft Search, Copilot, managed metadata, term store capabilities and enterprise reporting solutions.
Education and Experience Preferred:
- Experience applying content quality standards, editorial standards, accessibility standards or governance frameworks at scale.
- Experience using agentic AI or AI-assisted development tools such as Claude Code, Codex or similar technologies to support analysis, prototyping, documentation, automation or testing activities.
- Experience with advanced Power Platform or Appian development, solution management, deployment and environment management practices.
- Experience in trust services, institutional services, legal operations, compliance or other document-intensive environments.
- Experience partnering with user experience, design, architecture, cybersecurity, risk, legal, compliance, operations or other enterprise shared-service functions.
- Knowledge of Agile, Lean, design thinking, systems thinking and continuous improvement methodologies.