Job Details

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 iscritical 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 CX strategy and execution for the Affluent segment. This role 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. The candidate will 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. They 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. They will gain exposure to senior level leaders and multiple stakeholders across lines of business and functional areas.

The ideal candidate 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.

Key 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 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

Experience / Qualifications:

• 6+ years of financial services product or project management experience; banking experience strongly preferred
• Superior project management, problem-solving, and time management skills. Ability to perform well in a deadline-driven, fast-paced environment
• Exceptional interpersonal skills – ability to cultivate and build strong relationships with colleagues at all levels
• Superior communication skills; ability to speak comfortably and effectively to large groups; experience with working and influencing senior stakeholders
• Strategic thinker with a relentless focus on the customer experience
• Ability to manage and create structure, fully embrace change in a rapidly changing environment
• Ability to actively work within a team environment while driving accountability for personal goals
• Ability to influence and collaborate across a highly matrixed organization
• Ability to lead multi-stakeholder projects and workstreams end-to-end
• Independent, personable, proactive learner and listener
• Bachelor's degree or equivalent experience