Commercial Product Manager III - Digital VoC Analyst

First Citizens Bank; Queen Creek (AZ); On-site; USD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking financial institution as a Commercial Banking Digital Product Manager, where your insights will shape the future of digital banking. This role is pivotal in driving customer-centric innovations, ensuring that the voice of the customer is at the heart of product development. You'll collaborate with cross-functional teams to enhance the banking experience, leveraging data and customer feedback to implement impactful changes. If you are passionate about customer advocacy and thrive in a dynamic environment, this is the perfect opportunity to make a significant impact in the commercial banking sector.

Qualifications

• 2 years of experience in product management or 6 years with a high school diploma.
• Strong understanding of digital commercial banking products and services.

Responsibilities

• Develop and manage the Voice of the Customer strategy for digital banking.
• Synthesize customer data to identify trends and opportunities for enhancements.

Skills

Banking Expertise

Analytical Skills

Customer-Centric Mindset

Collaboration & Communication

Technical Acumen

Agility & Problem-Solving

Education

Bachelor's Degree

High School Diploma or 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 that 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 drive meaningful customer impact in commercial banking by shaping how we listen to, understand, and act on customer feedback. You'll play a key role in ensuring our digital banking solutions deliver an exceptional experience for our commercial clients.

Responsibilities

• Develop and Lead the VoC Strategy: Establish and manage a structured approach to capturing, analyzing, and acting on customer feedback across digital channels.
• Customer Insight Collection: Leverage multiple feedback sources, including surveys, user testing, analytics, frontline teams, and direct customer interviews, to gather insights.
• Data Analysis & Actionable Insights: Synthesize qualitative and quantitative customer data to identify trends, pain points, and opportunities for digital product enhancements.
• Stakeholder Collaboration: Work cross-functionally with product, UX design, relationship and customer service teams to prioritize and implement improvements.
• Feedback Loop & Communication: Establish regular reporting and communication channels to ensure customer insights drive business decisions.
• Customer Advocacy: Serve as a champion for the customer, ensuring their needs are embedded in product roadmaps and strategic initiatives.
• Performance Measurement: Define and track key VOC metrics (e.g., CSAT, digital adoption, and deliveryrates) to measure the impact of improvements.

Qualifications

Bachelor's Degree and 2 years of experience in OR High School Diploma or GED and 6 years of experience

Required Experience:

• Banking Expertise: Familiarity with digital commercial banking products, services, and customer segments.
• Analytical Skills: Strong data interpretation and storytelling abilities using tools like PowerPoint, Excel, or similar.
• Customer-Centric Mindset: Passion for understanding and solving customer pain points through digital innovation.
• Collaboration & Communication: Excellent stakeholder management skills to influence and align teams around customer-driven priorities.
• Technical Acumen: Ability to work with technology teams to translate customer feedback into digital product enhancements.
• Agility & Problem-Solving: Comfortable working in an agile, fast-paced environment with evolving priorities.

Preferred Experience:

• 5+ years in product management, customer experience, or digital banking, with a strong background in VoC methodologies.
• Experience with VoC tools such as Medallia, Qualtrics, or similar survey tools
• Experience with feedback refinement using strong follow up and engagement skills
• Knowledge of digital banking platforms, workflows, and competitive landscape
• Familiar with human-centered design, usability testing, or customer research

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.