Commercial Product Manager III - Digital VoC Analyst

First Citizens Bank; Phoenix (AZ); Remote; USD 90,000 - 120,000; Full time

Job summary

Join a leading bank as a Commercial Product Manager III - Digital VoC Analyst, where you'll lead the Voice of the Customer process to enhance digital banking experiences. This remote role focuses on gathering customer insights and collaborating with teams to prioritize product improvements. Ideal candidates have a strong background in digital banking and product management, with a proven ability to synthesize data and advocate for customer needs.

Qualifications

• 2 years experience with Bachelor's or 6 years with High School Diploma.
• Experience in digital commercial banking products.

Responsibilities

• Develop and lead the VoC strategy for customer feedback.
• Collaborate with product and UX teams for enhancements.

Skills

Data Interpretation

Customer-Centric Mindset

Collaboration

Education

Bachelor's Degree

High School Diploma/GED

Tools

PowerPoint

Excel

Medallia

Qualtrics

Job description

Join to apply for the Commercial Product Manager III - Digital VoC Analyst role at First Citizens Bank

This is a remote role that may be hired in several markets across the United States. Preference is given to locations in close proximity to SVB/FCB hubs.

Overview

This role involves leading the Voice of the Customer (VoC) process within our digital banking channels, ensuring customer insights inform product improvements. Responsibilities include gathering, analyzing, and translating customer feedback into actionable enhancements to improve the commercial banking experience.

Why Join Us?

Be part of a team that impacts customer experience significantly by shaping how we listen to and act on feedback, ensuring our digital solutions meet client needs.

Responsibilities

1. Develop and Lead the VoC Strategy: Establish a structured approach to capturing and acting on customer feedback.
2. Customer Insight Collection: Use surveys, user testing, analytics, and interviews to gather insights.
3. Data Analysis & Insights: Synthesize data to identify trends and opportunities for digital improvements.
4. Stakeholder Collaboration: Work with product, UX, and customer service teams to prioritize enhancements.
5. Feedback Loop & Communication: Report regularly on customer insights to inform decisions.
6. Customer Advocacy: Ensure customer needs are central to product planning.
7. Performance Measurement: Track VOC metrics like CSAT and digital adoption to evaluate impact.

Qualifications

• Bachelor's Degree with 2 years of experience or High School Diploma/GED with 6 years of experience.
• Banking expertise in digital commercial banking products and customer segments.
• Strong data interpretation skills using tools like PowerPoint and Excel.
• Customer-centric mindset and collaboration skills.
• Technical ability to work with tech teams on feedback implementation.
• Ability to work in an agile, fast-paced environment.

Preferred Experience

• Over 5 years in product management, customer experience, or digital banking, with VoC methodology expertise.
• Experience with VoC tools like Medallia or Qualtrics.
• Knowledge of digital banking platforms and human-centered design.

Salary ranges vary by location, with additional benefits and incentives. The posting remains active for 45 days, subject to extension or early removal based on business needs.

Benefits details can be found at https://jobs.firstcitizens.com/benefits.

Seniority level

• Not Applicable

Employment type

• Full-time

Job function

• Product Management and Marketing

Industries

• Banking and Financial Services