Job Information
Bread Financial Payments Inc CX Product Manager in Westerville, Ohio
*Every career journey is personal. That's why we empower you with the tools and support to create your own success story. Be challenged. Be heard. Be valued. Be you ... be here.* *Job Summary* The CX Product Manager is an integral part of the Customer Experience team, responsible for driving profitable customer and product strategies across all channels with the goal of acquiring, retaining, and servicing the right customers to drive meaningful engagement, profitable economics, and delivering key P&L metrics. This includes current and future state customer journey mapping, E2E experience articulation, journey insights to understand how our customers are engaging with us and opportunities to improve. In addition, this role focuses on organizational influence through business case development, product growth strategies to drive the next generation of our business, and research to support knowing who our customers are helping to inform the solutions and capabilities we bring to market. Performing these functions and understanding how the marketplace is evolving ensures Bread Financial delivers a best-in-class customer experience. The CX Product Manager is an internal consultant expected to define current and future state journeys across all touchpoints. This role creates a clear and inspiring definition and vision for the ideal customer experience connecting these experiences to other channels alongside our key business partners (for example Digital, IVR, Care, Collections, Account Protection/Fraud, Disputes, Marketing and Communications). They understand and own drivers of dissatisfaction and pain points; using these insights to define seamless end to end journeys across people, process, policy, and technology while partnering with the enterprise to create a best-in-class omni-channel experience. As part of the omni-channel experience, this role supports front line readiness to ensure the ability to understand and serve all new digital/mobile features and functions in partnership with Operations. *Job Description* Essential Job Functions:
- Process Mapping: 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.
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``` - Process Re-Engineering and Customer Experience Re-design: 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.
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``` - Internal Relationship Management: Lead workshops cross functionally (Digital, Customer Care, Collections, Account Protection, Enterprise Data Science and Analytics, Technology) in a consultative manner, bringing together key constituents across the business to ensure a holistic view on opportunities. Partner with Operations on what to deliver and when to ensure alignment on business value (cost vs revenue) and experiential connectivity across servicing channels.
Business Acumen/Prioritization/Strategic/Solution-oriented/Influencer: Manage and curate a backlog of opportunities aimed at improving customer experiences to include pain points, building for parity, and designing for the future. Lead partners through a disciplined framework involving competitive intelligence, internal insights, and primary/secondary research to establish a fact base grounded in data. Leverage a story-driven approach to turn insights from the team into strategic recommendations for the busi