Commercial Product Manager III - Digital VoC Analyst

First Citizens; Phoenix (AZ); On-site; USD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking a Commercial Banking Digital Product Manager to lead the Voice of the Customer process. This exciting role offers the chance to significantly impact customer experience by transforming insights into actionable product improvements. You will work closely with various teams to ensure that digital banking solutions meet the needs of commercial clients. If you have a passion for customer advocacy and a knack for data analysis, this position provides an excellent opportunity to drive innovation and enhance the banking experience.

Benefits

Competitive benefits program

Health insurance

Retirement plans

Paid time off

Professional development opportunities

Qualifications

• 2+ years of experience in product management or digital banking.
• Strong focus on customer needs and digital innovation.

Responsibilities

• Develop and manage the Voice of the Customer strategy.
• Gather insights through surveys and customer interviews.
• Collaborate with teams to implement product enhancements.

Skills

Banking expertise in digital commercial banking products

Data interpretation and storytelling

Customer-centric mindset

Stakeholder management

Technical collaboration with tech teams

Agile problem-solving

Education

Bachelor's Degree

High School Diploma/GED

Tools

PowerPoint

Excel

VoC tools (Medallia, Qualtrics)

Job description

Overview

We are seeking a Commercial Banking Digital Product Manager to lead our Voice of the Customer (VoC) process, ensuring customer insights drive innovation and enhancements across our digital banking channels. This role will be responsible for gathering, analyzing, and translating customer feedback into actionable product improvements to enhance the commercial banking experience.

Why Join Us?

This is an exciting opportunity to make a meaningful impact on customer experience in commercial banking by shaping how we listen to, understand, and act on customer feedback. You will play a key role in ensuring our digital banking solutions deliver an exceptional experience for our commercial clients.

Responsibilities

1. Develop and Lead the VoC Strategy: Establish and manage a structured approach to capturing, analyzing, and acting on customer feedback across digital channels.
2. Customer Insight Collection: Leverage sources like surveys, user testing, analytics, frontline teams, and customer interviews to gather insights.
3. Data Analysis & Insights: Synthesize customer data to identify trends, pain points, and opportunities for digital product improvements.
4. Stakeholder Collaboration: Work with product, UX, relationship, and customer service teams to prioritize and implement enhancements.
5. Feedback Loop & Communication: Create regular reporting channels to ensure customer insights inform business decisions.
6. Customer Advocacy: Champion customer needs in product roadmaps and strategic initiatives.
7. Performance Measurement: Track key VOC metrics (e.g., CSAT, digital adoption, delivery rates) to assess impact.

Qualifications

Education and Experience:

• Bachelor's Degree with 2 years of experience, or High School Diploma/GED with 6 years of experience.

Required Skills and Experience:

• Banking expertise in digital commercial banking products and customer segments.
• Strong data interpretation and storytelling skills using tools like PowerPoint, Excel, etc.
• Customer-centric mindset focused on understanding and solving pain points through digital innovation.
• Excellent stakeholder management and communication skills.
• Technical ability to work with tech teams on product enhancements.
• Agile problem-solving skills in a fast-paced environment.

Preferred Experience:

• Over 5 years in product management, customer experience, or digital banking, with VoC experience.
• Familiarity with VoC tools such as Medallia, Qualtrics, etc.
• Experience in feedback refinement and customer engagement.
• Knowledge of digital banking platforms and competitive landscape.
• Experience with human-centered design and usability testing.

Benefits are an integral part of total rewards. First Citizens Bank offers a competitive benefits program. More info: https://jobs.firstcitizens.com/benefits.