at PNC in Wilmington, Delaware, United States
Position Overview At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Product Management Senior Manager within PNC’s Credit Card Product Development organization, you will be based in Wilmington, DE; Pittsburgh, PA, or remotely throughout the continental United States.
The right candidate will have experience in the following:
- Be the single point of ownership for a defined customer journey within the Credit Card business. Plan the strategic roadmap, including testing and experimentation
- Create a state-of-the-art user experience by setting a vision and overarching design that will drive improvements in NPS and customer profitability
- Identify pain points to improve the selected customer journey. Accountable for identifying issues and risk incidents, and driving to resolution mitigation plans working with the broader organization as appropriate
- Have a view to all initiatives that impacts customer experience for that journey and ensure coordination between business and non-business support in relevant workstreams.
- Define current customer experiences and key opportunities using data, insights, and voice of customer feedback (NPS, Complaints, Incidents, Surveys etc.)
- Work with the Product, Ops, Digital and Technology teams and to enable alignment to key customer experience focus areas and related priorities. Work with the key stakeholders to garner support, resources and funding for key priorities.
- Influence prioritization and roadmaps to drive CX execution
- Act as a thought leader, presenting and discussing ideas to assess the productivity and value impact of new and emerging technologies and develop and lead implementation plans to drive successful adoption of the technologies.
- Effectively partner with internal stakeholders across the organization to drive strategy, develop operational efficiencies, ensure flawless execution, and deliver business results
+ Responsible for the end-to-end business and financial results for multiple product sets utilizing traditional and emerging capabilities in technology, operations, and data analytics to offer customers a differentiated product experience through the leadership of teams managing new and existing products or experiences.
+ Uses knowledge of emerging technologies to deliver product to customers through all applicable channels. Presents initiatives to gain senior management buy-in. Manages progress to ensure initiatives are completed on time, within budget and meet strategic goals.
+ Influences product and customer experience trends by monitoring competitors or peer organizations to stay abreact of emerging product and technology trends in the industry. Leads teams responsible for translating concepts or designs into new or improved products, product lines or experiences and recognizes, anticipates and resolves complex operational and process problems that arise.
+ Evaluates potential product or experience development projects for feasibility and value. Ensures successful outcomes from key stakeholders including sales, marketing, digital channel delivery and other internal service partners. Participates in client-facing and external stakeholder activities throughout the product or experience lifecycle. Adheres to company-defined risk appetite as part of the first line of defense. Serves as point of review and sign off for risk management, compliance and audit requirements, as needed.
+ Manages, motivates and develops one or multiple product lines and managers as well as the performance evaluation process of the Product Development Management team and key contributors. Identifies talent gaps in team and staffs appropriately.
PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:
+ Customer Focused – Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
+ Managing Risk – Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC’s Enterprise Risk Management Framework.
PNC also has fundamental expectations of our people managers. As a manager of talent in PNC, you will be expected to:
+ Include Intentionally – Cultivates diverse teams and inclusive workplaces to expand thinking.
+ Live the Values – Role models our values with transparency and courage.
+ Enable Change – Takes action to drive change and innovation that will transform our business.
+ Achieve Results – Takes personal ownership to deliver results. Empowers and trusts others in decision making.
+ Develop the Best – Raises the bar with every talent decision and guides the achievement of all employees and customers.
Competencies Collaborating – Knowledge and ability to promote a culture of information sharing and working together to solve business problems and meet business goals.Competitive Environment – Knowledge of and ability to utilize the processes, tools and techniques for gathering, analyzing, and communicating information about the competitive environment.Design Thinking – Knowledge of the concepts, principles, and processes of design thinking; ability to utilize the knowledge in designing new products and services and even improving organizational operation.Emerging Technologies – Knowledge of and ability to design, apply and evaluate new information technologies for business environments in order to improve work productivity and accuracy.Innovation – Develops new ideas and initiatives that improve the performance of the organization.Managing Multiple Priorities – Ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.Problem Solving – Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations.Product Development Strategy – Knowledge of and the ability to design and implement a product development strategy within the organization.Solutions Development – Knowledge of and the ability to assess customer needs and provide solutions for them. Work Experience Roles at this level typically require a university / college degree. Higher level education such as a Masters degree, PhD, or certifications is desirable. Industry experience is typically 8+ years. At least 5 years of prior management experience is typically required. In lieu of a degree, a comparable combination of education and experience (including military service) may be considered. Education Bachelors
Additional Job Description
PNC offers employees a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include medical/prescription drug coverage (with a Health Savings Account feature); dental and vision options; employee and spouse/child life insurance; short- and long-term disability protection; maternity and parental leave; paid holidays, vacation days and occasional absence time; 401(k), pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption assistance; educational assistance and a robust wellness program with financial incentives. To learn more about these and other programs, including b