The Affluent Banking team is focused on managing the Affluent business and innovating the Private Client program for an increasingly competitive and dynamic customer segment representing a $5 trillion dollar opportunity. It is critical that we create a compelling offering and seamless customer experiences for this high priority segment.

The Consumer Bank Affluent team is seeking a Client Experience Sr. Product Manager to lead Customer Experience (CX) strategy and execution for the Affluent segment. You will support the Affluent team’s end-to-end ownership across business outcomes and functions, including customer experience design and reporting, field engagement, and omnichannel journeys. You will also own and drive progress on a CX framework to identify and solve client high impact pain points, as well as improve key end-to-end experiences such as servicing and wire transfers. As the Sr. Product Manager, you will work closely with product and policy owners, in addition to Branch and Operations teams to represent the voice of the client and advocate for an optimal customer experience.

The Client Experience Manager will leverage and develop a multitude of skills, including strategic thinking, influencing, program management, analytics, and communication. You will gain exposure to senior level leaders and multiple stakeholders across lines of business and functional areas. You will have a relentless focus on the end-to-end customer experience, the ability to influence stakeholders and implement programs/process improvements across the organization and possess excellent interpersonal skills which foster teamwork and collaboration.

 

Job Responsibilities

Becoming a trusted, active, and visible member of the Affluent team by developing relationships with Product Owners, Fraud / Risk, US Wealth Management, Operations and Branch teams, representing the affluent client experience in shared forums Manage and enhance a CX framework and processes to distill insights from quantitative and qualitative client and employee feedback channels Synthesize client and employee feedback into actionable strategies and tactics. Apply a competitive lens where applicable to develop recommendations Employ an end-to-end CX approach in order to identify highest impact opportunities, based on key CX metrics such as Net Promoter Score (NPS) and complaints Work across functions and lines of business to implement improvements in key client journeys such as payments, to drive seamless experiences Partner with product and process owners to deliver CX enhancements, negotiating prioritization across various teams’ roadmaps Liaising with Legal, Risk, Control and Compliance partners as part of enhancing the customer experience across key journeys Work with Data Analytics and Finance to quantify opportunities impacts of CX enhancements  Partner with Operations and Branch teams on optimal servicing model, including enabling greater Specialist empowerments, dedicated servicing teams, Banker support, and tools and capabilities  Leverage influencing and stakeholder management skills to gain buy in on CX recommendations Represent the Affluent Program across functions and lines of business to execute initiatives in a fast-paced environment

 

Required qualifications, capabilities, and skills

6+ years of experience in product or project management within the financial services sector; banking experience is highly valued. Excellent project management, problem-solving, and time management skills, with the ability to excel in a fast-paced, deadline-driven environment. Outstanding interpersonal skills, capable of cultivating and maintaining strong relationships with colleagues at all levels. Exceptional communication skills, with the ability to speak confidently and effectively to large audiences; experienced in engaging and influencing senior stakeholders. Strategic thinker with a strong focus on enhancing customer experience. Proficient in managing and creating structure, and fully adaptable to change in a rapidly evolving environment. Skilled in working collaboratively within a team while maintaining accountability for personal objectives. Capable of influencing and collaborating across a complex, matrixed organization. Experienced in leading multi-stakeholder projects and workstreams from inception to completion. Independent, personable, proactive learner and attentive listener. Bachelor's degree or equivalent professional experience.