Client Experience Product Manager

Job Description :

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection.

Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We're devoted to being a diverse and inclusive workplace for everyone.

We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Job Description :

This job is responsible for managing the end-to-end product life cycle, including conducting market research and competitor analyses, determining product pricing, developing short and long-term strategies, identifying innovative opportunities to modernize product offerings and deliver a more unified customer experience, and adhering to the Product Risk Management policy.

Job expectations may include ensuring that product management efforts are integrated with sales, marketing, operations, implementation, and customer service strategies.

A critical role within the Deposit Payment and Product organization is focused on the client experience. This role will be responsible for understanding the client experience and complete necessary analysis to better understand regulatory and operational risks from client feedback, including but not limited to complaints, surveys and recorded client interactions.

Responsibilities :

• Identifies and creates comprehensive plans for product development and deployment, including supporting the creation of sales training programs and marketing materials to educate clients and internal teams on product capabilities
• Oversees a set of products and maintains financials, including managing the investment profile and profit and loss (P&L) activities, such as revenue and profit margins
• Provides information on product trends to sales and marketing teams leveraging knowledge of product functionality, marketplace trends, and the competitive landscape
• Identifies opportunities to streamline or enhance product offerings to fit client's existing and future needs and support continued growth and operational excellence
• Manages risk through implementing and monitoring effective controls in partnership with key support partners
• Partners with internal stakeholders to obtain meaningful insights about markets, clients, and competitors in order to develop products that solve client needs and ensure high adoption rates
• Partner with Product Managers and assist with identifying themes, root cause and opportunities as a result of complaints and feedback provided by Deposit clients.
• Be proficient with data mining and providing internal clients thematic analysis and deep dive insights.
• Work directly with product owners, Enterprise Area of Coverage (EAC), Analytics and Deposit Product teammates to perform monthly complaint reviews and thematic analysis.
• Effectively translate complaint data into executive level story with recommendations to drive improvements.
• Build recommendations to support product strategy and initiatives

Required Qualifications :

Good communication skills to effectively 'Tell the Story' both verbally and in writing

Intellectually Curious' - ability to look at data and processes and discover / implement opportunities to improve

• Detail oriented; able to promote change
• Ability to handle ambiguity, be flexible and adapt to changing circumstances
• Positively motivates others and successfully builds relationships
• Collaborative, able to bring teams together and direct work to achieve goals
• Good excel, specifically with analyzing data and building pivots and charts to effectively tell the story
• Experience with PowerPoint and building out high level presentations for business partners and leadership
• Risk awareness, including Operational, Compliance, and Reputational Risk
• Work as part of a team to achieve directed objectives
• Data Management, Analytical and problem-solving skills

Desired Qualifications :

• Experience in Bank of America Voices and / or client Complaints
• Ability to determine the root causes of complaints through call-listening and research using CTR, Synergy etc.
• Call Listening experience leveraging NICE / Nexidia
• Experience with SQL, Tableau and MicroStrategy reporting

Skills :

• Attention to Detail
• Collaboration
• Oral Communications
• Presentation Skills
• Reporting
• Continuous Improvement
• Executive Presence
• Problem Solving
• Process Management
• Product Management
• Business Analytics
• Influence
• Innovative Thinking
• Market Analysis
• Strategic Thinking

Shift :

1st shift (United States of America)

Hours Per Week :