CX Product Manager - New Business

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Job Summary

The CX Product Manager is a key part of the Customer Experience team, driving customer and product strategies to acquire, retain, and engage customers. Responsibilities include mapping customer journeys, understanding engagement, and identifying improvement opportunities. This role develops business cases, growth strategies, and market research to enhance customer solutions. The CX Product Manager collaborates with business partners to define ideal customer experiences and addresses pain points to create seamless journeys.

Additionally, they ensure front-line readiness to support new digital/mobile features in partnership with Operations, delivering a best-in-class omni-channel experience.

• Understand and map customer experiences, and corresponding performance data (behavioral, experiential, and financial) to not only understand current state experiences, but also their impact on the customer and business.
  
  - (30%)
• Redesign existing processes and experiences to drive customer and business value leveraging performance data and customer research within a consistent, strategic product development framework that brings together all stakeholders and insights to support discovering opportunities.
  
  - (20%)
• Facilitate cross-functional workshops (Digital, Customer Care, Collections, Account Protection, Enterprise Data Science & Analytics, Technology) to ensure a comprehensive view of opportunities. Collaborate with Operations to align on business value (cost vs revenue) and maintain experiential connectivity across servicing channels.
  
  - (20%)
• Curate opportunities to improve customer experiences, addressing pain points and future designs. Guide partners through a framework involving competitive intelligence and research. Use insights for strategic recommendations, integrating data across sources to support business needs. Collaborate with counterparts to develop business cases and roadmaps.
  
  - (15%)
• Partner closely with Finance and EDS & A (Enterprise Data Science & Analytics) and maintain sizing and prioritizing across Acquisition, Engagement, and Servicing. Help the organization to best understand where to invest to deliver the greatest benefit for the business and achievement in year and long-range cost, revenue, and experiential targets.
  
  - (15%)

• High School Diploma or GED
• 5+ years experience working in a Customer Experience environment with a focus on voice of the customer, customer experience, journeys, session recording and a data driven customer led approach with financial and experiential delivery.

• Bachelor’s Degree in Business, Marketing, or related field of study.
• 8+ years experience working in a consumer behavior & mindset, specifically Customer Experience and capabilities.
• Experience working with research teams to obtain primary customer insights to help provide perspective on current state problems and future state opportunities.
• Experience with Cobrand Credit Cards, Loyalty/Marketing, and Servicing functions and their interconnectivity as it relates to the End-to-End Customer Experience.
• Experience in retail, consumer behavior or financial services.
• Medallia or other VoC survey program experience as well as Decibel or other session recording experience.

• Customer Journey Mapping
• Medallia Product Experience
• Digital Customer Experience
• Voice of the Customer Analysis
• Voice of Customer (VOC) Research
• Microsoft Office

Reports To
:
Senior Manager and above

Direct Reports
: 0

• Normal office environment. (Remote or Hybrid), 3 to 4 days per month are required in office if within 60 miles of a posted Bread Financial location.

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily and meet the physical, mental and work environment requirements. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions,…