Customer Experience Product Manager

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Job description

About Working at Commerce

Wouldn't it be great to build your career at a bank that's known for helping people with their financial challenges? That's exactly what you'd be doing when you join the team at Commerce Bank. We're looking for teammates who are ready to do whatever it takes to help our customers with their everyday financial needs. You'd be helping yourself too, because Commerce has a tradition of recognizing and rewarding team members for their talent, skills and contributions.

No wonder we've been an industry leader for over 150 years and have developed a reputation as a great place to work in the financial services world. If you'd like to be a part of a team and culture that is respected by its peers and in your community, we should talk. We're always looking for the best and brightest.

About This Job

The Customer Experience Manager owns and is responsible for overseeing and developing an unfragmented, consistent, and frictionless customer experience across all touchpoints and entire customer journey. They specifically assess, monitor and define the key initiatives to further refine the customer experience. They are responsible for all related success measures and supporting activities of those initiatives in addition to proactive strategies in response to industry trends. The scope for this position includes but is not limited to customer experience elements encompassing account onboarding, online banking and mobile platform, web resources, card functionality, and supporting customer servicing resources. Fostering relationships to leverage internal resources is integral to success as is feature development to fully realize new opportunities. They are held accountable for the wholistic customer experience and the results of related activities, contribution to the business and the impact on shareholder value.

Essential Functions

• Develops and owns customer experience strategies designed to reduce friction and pain points along with fostering consistency across customer interactions and life stages

• Day to day responsibilities include Online Banking and Mobile App feature development and enablement, customer survey and feedback implementation, and card functionality and production.

• Ensures key initiatives within their area of responsibility are connected to and are having a positive impact on the department KPIs and align with business goals.

• Own and execute customer feedback strategy including surveys and other means of collecting actionable customer information.

• Leverages an expert understanding of customer experience best practices, trends, customer feedback, and business needs to develop detailed justifications for key strategic initiatives.

• Maintains alignment of cross-functional teams including peers and business partners to advance their key initiatives in the most effective way possible.

• Specifically acts as a liaison with key internal teams such as Digital Marketing, IT, Legal, Fraud, Collections, and Systems to align resources and manage prioritization for Customer Experience initiatives.

• Proactively monitor evolving industry trends.

• Partner with Risk, and Legal to proactively address regulatory requirements or changes.

• Collaborates with vendors and strategic partners to execute initiatives as well as identify and evaluate opportunities that result in a measurable impact.

• Monitors and interprets economic, industry-relevant and internal performance data or trends to make informed, data-driven decisions.

• Collaborates with data resources to monitor relevant customer data and develops new data monitoring as needed.

• Oversees related communication resources to ensure alignment with the customer experience strategy.

• Monitors relevant department expense drivers to ensure ongoing line of business expenses align with known activities.

• Manages plastic functionality, inventory, and production to meet industry best practices while mitigating spoilage and expense.

• Perform other duties as assigned.

Knowledge Skills & Abilities Required

• Strong project planning and organization skills

• Excels at cross department collaboration and communication

• Expert level understanding of key underlying business systems and core functionality

• Expert level understanding of business case development with relevant math abilities

• Financial planning skills and understanding of key expense and revenue drivers as they relate to banking and credit cards

• Ability to curate communications to ensure effectiveness and alignment with industry best practices and brand standards

• Strong knowledge of the credit card industry, including knowledge of best practices and key regulatory practices

• Strong critical thinking skills with the ability to apply discretion and sound judgement to effectively solve problems

• Creative problem-solving skills with an outside the box approach to find solutions

• High level understanding of risk management elements

• Strong leadership skills with ability to motivate team members and foster a positive team environment that encourages collaboration and unified goals

• Outstanding interpersonal and relationship building skills with the ability to effectively communicate with all levels of the company, and clearly express ideas

• Ability to remain adaptable and resilient to all situations with an optimistic outlook and cast a positive shadow that is aligned with our culture and Core Values

• Proficiency with Microsoft Word, Excel and Outlook

Work Environment

• Flexible work from home with majority of the time in the Kansas City office location

Education & Experience

• Bachelor's degree in business, communications, marketing, or relevant area of study required.

• 4+ years banking experience

• 2+ years of related customer experience management, or product marketing experience preferred

Location: 811 Main St, Kansas City, Missouri 64105

Time Type:

Full time