Doug Henigin
Senior Product & Strategy Leader | Modernizing Voice & Conversational AI at Charles Schwab | FinTech • Payments • Platforms • Onboarding • Fraud/Identity
- Role
- Group Product Manager Voice Technology (Conversational Ai, Platform Modernization) at Charles Schwab
- Location
- Richmond, VA, US
- LinkedIn followers
- 500 followers
About Doug Henigin
I’m a Group Product Manager at Charles Schwab, leading the modernization of voice and conversational AI platforms that serve millions of customer accounts.I specialize in building scalable, secure financial platforms with deep expertise in payments, onboarding, fraud prevention, identity verification, analytics-driven growth, and regulatory-compliant product strategy. My work focuses on delivering seamless digital experiences while balancing innovation, security, and compliance.Key contributions include:• Modernizing voice/conversational AI systems to improve self-service adoption and reduce call deflection for millions of interactions• Driving payments and onboarding platform enhancements that increased activation and conversion rates• Leading cross-functional teams (product, engineering, compliance, analytics) to launch features supporting fraud/identity controls and customer growthPassionate about the intersection of AI, financial services, and user-centric design. Always interested in discussing conversational AI, identity platforms, or FinTech growth strategies.Open to connecting with other product leaders in FinTech, payments, or AI.
Experience
Group Product Manager Voice Technology (Conversational Ai, Platform Modernization)
Oct 2021 — Present · Richmond, VA, US
Leading modernization of voice and conversational AI platforms in a large-scale FinTech environment, while driving strategy across payments, onboarding, fraud/identity, analytics, and growth- Led end-to-end modernization of voice and conversational AI platforms supporting millions of customer accounts and interactions- Drove product strategy and roadmaps for payments processing, digital onboarding, and self-service enhancements to improve user activation and reduce support deflection- Partnered cross-functionally with engineering, compliance, risk, analytics, and design teams to deliver secure, compliant AI-driven features in a highly regulated financial services landscape- Enhanced fraud prevention and identity verification capabilities through platform integrations and AI solutions- Defined prioritization and go-to-market for analytics-powered growth features supporting customer retention and expansion- Collaborated on generative AI explorations to advance conversational experiences while prioritizing trust, security, and regulatory alignment
Education
Virginia Tech
B.S., Civil Engineering
Virginia Tech - Pamplin College of Business
MBA, Business Administration, Management and Operations
Skills
- Project Management
- Program Management
- Risk Management
- Strategy
- Financial Services
- Business Analysis
- Portfolio Management
- Financial Analysis
- Product Management
- Vendor Management
- Management
- Process Improvement
- Financial Modeling
- Strategic Planning
- Cross-Functional Team Leadership
- Leadership
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