Voice of the Customer Lead, Product Manager (Remote - NC)

About the position

This remote position is part of the Customer Experience group at First Citizens Bank, specifically focused on enhancing customer insights and experiences to drive profitability and growth for the organization. The role involves developing methodologies to collect and analyze customer feedback, both quantitatively and qualitatively, while also tracking market trends to facilitate the development of profitable products. The individual will coordinate all stages of insights development, from conception to implementation, ensuring that customer experience enhancements are suggested and monitored in compliance with best practices. The position requires collaboration on the Voice of the Customer (VOC) strategy for the bank, working closely with key stakeholders to ensure alignment with division goals. The successful candidate will advocate for early engagement in product and project development, ensuring that the VOC team is involved from the outset. This includes leading and managing VOC projects that track customer experiences throughout the customer journey, understanding touchpoints from the stakeholder perspective, and planning and designing new VOC programs and projects. Additionally, the role involves creating and managing project plans, monitoring project progress, and developing insightful reports and presentations that tell a story behind the data, incorporating operational and financial data for a comprehensive view. The candidate will also collaborate on market research projects for competitive evaluation, focusing on product, experience, and value proposition.

Responsibilities
? Collaborate on Voice of the Customer (VOC) strategy for the bank.
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? Help build the VOC program in partnership with key stakeholders to ensure alignment with division goals.
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? Proactively offer improvements and development ideas for legacy VOC programs.
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? Advocate for early engagement of the VOC Team in product/project development.
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? Lead and manage VOC projects to track customer experience through all stages of the customer journey.
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? Understand customer journey touchpoints from the stakeholder perspective.
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? Plan and design new VOC programs and projects.
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? Create and manage project plans.
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? Monitor current and recurring project progress.
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? Develop insightful reports and presentations that incorporate operational and financial data.

Requirements
? Bachelor's Degree and 6 years of experience in Product Management -OR- High School Diploma or GED and 10 years of experience in Product Management.
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? Practical experience in Voice of the Customer (VOC), customer experience programs, and research methods.
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? Hands-on, extensive experience with data analysis and data visualization using Excel (Access), SAS, Tableau, and/or other data analysis tools.
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? Hands-on experience with survey software (Qualtrics experts preferred).
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? Strong communication and presentation skills, including building proposals, project plans, business cases, and insightful reports.
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? Strong analytical skills and drive for results.

Nice-to-haves
? Multiple database experience (e.g., joining SQL databases, financial databases, building Tableau dashboards/design skills).
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? Leading CX/VOC projects across various units in a matrix organization.

Benefits
? Comprehensive benefits program for full-time associates (20+ hours).
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? Customized offerings designed to support families.
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? Variable incentives, bonuses, and other awards as outlined in the offer of employment.

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