Digital Product Management Group Manager-Customer Engagement

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(n) [position title] within PNC's [name of division] organization, you will be based in [city/state location of position].

PNC is seeking to transform its Retail Lending business, and as a Product Manager, Group Manager, you will serve as a senior leader in this journey. You will lead a team of 8-10 product managers in the discovery and delivery of customer and employee experiences across our Consumer and SMB Card portfolio, owning digital, branch and call center experiences that deepen customer engagement, including Credit Card Spend and Lend Management, Offers and Rewards, new product development and more.

We look for candidates who are passionate about customer experiences, driving innovation through technology and product strategy, and have a track record of delivering results. This role requires a highly structured, forward‑thinking problem solver and storyteller who is extremely communicative.

• Partner with cross‑functional stakeholders (Business, Legal, Risk, Compliance, Tech, Design, etc.) to define Customer Engagement target state strategy, customer and employee experiences, and an actionable roadmap.
• Develop, communicate and socialize the Customer Engagement roadmap with partners and Senior Leadership; maintain a prioritized, data‑driven backlog.
• Build, develop and champion a growing team of product managers, ensuring proper implementation of agile ceremonies and practices across the product development lifecycle.
• Leverage market insights, competitive intel and data to identify customer needs and opportunities; partner with Business Stakeholders to develop and implement OKRs, utilizing data and analytics to measure progress.
• Work closely with technology to understand and influence end‑to‑end architecture, data flows and technology solutions to enable Product Vision; understand current vs. target state architecture and co‑develop multi‑year modernization strategy.
• Work across PNC Enterprise to identify and implement capabilities and best practices that can be leveraged by Retail Lending.

• Defines complex, cross‑functional digital strategies across business segments to optimize digital experience, leveraging design thinking and other best practices by leading Digital teams.
• Defines the strategy related to digital experiences for applicable business segments or product groups. May participate in the marketplace to influence digital experience trends.
• Leads digital teams. Sponsors potential digital experience projects for feasibility and value. Presents initiatives and policy changes to gain executive buy‑in. Manages progress to ensure initiatives are completed on time, within budget and meet strategic goals.
• Serves as senior point of escalation and ensures successful outcomes from key stakeholders including Product, Technology, MIS, Line of Business, Marketing and other internal service partners as well as external stakeholders (including key vendors) throughout the experience lifecycle. Supports determination of risk appetite and limits; owns business response to audit and regulatory findings; may participate in client‑facing activities.
• Structures, allocates resources and manages Digital teams. Motivates and develops the performance of the product development management team and key contributors. Develops planning.

• 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.