Commercial Product Manager III - Digital VoC Analyst

We are seeking a Commercial Banking Digital Product Manager to lead our Voice of the Customer (VoC) process, ensuring that customer insights drive innovation and enhancements across our digital banking channels. This role will be responsible for gathering, analyzing, and translating customer feedback into actionable product improvements to enhance the commercial banking experience.

Why Join Us?

This is an exciting opportunity to drive meaningful customer impact in commercial banking by shaping how we listen to, understand, and act on customer feedback. You'll play a key role in ensuring our digital banking solutions deliver an exceptional experience for our commercial clients.

• Develop and Lead the VoC Strategy: Establish and manage a structured approach to capturing, analyzing, and acting on customer feedback across digital channels.
• Customer Insight Collection: Leverage multiple feedback sources, including surveys, user testing, analytics, frontline teams, and direct customer interviews, to gather insights.
• Data Analysis & Actionable Insights: Synthesize qualitative and quantitative customer data to identify trends, pain points, and opportunities for digital product enhancements.
• Stakeholder Collaboration: Work cross-functionally with product, UX design, relationship and customer service teams to prioritize and implement improvements.
• Feedback Loop & Communication: Establish regular reporting and communication channels to ensure customer insights drive business decisions.
• Customer Advocacy: Serve as a champion for the customer, ensuring their needs are embedded in product roadmaps and strategic initiatives.
• Performance Measurement: Define and track key VOC metrics (e.g., CSAT, digital adoption, and deliveryrates) to measure the impact of improvements.

Bachelor's Degree and 2 years of experience in OR High School Diploma or GED and 6 years of experience

Required Experience:

• Banking Expertise: Familiarity with digital commercial banking products, services, and customer segments.
• Analytical Skills: Strong data interpretation and storytelling abilities using tools like PowerPoint, Excel, or similar.
• Customer-Centric Mindset: Passion for understanding and solving customer pain points through digital innovation.
• Collaboration & Communication: Excellent stakeholder management skills to influence and align teams around customer-driven priorities.
• Technical Acumen: Ability to work with technology teams to translate customer feedback into digital product enhancements.
• Agility & Problem-Solving: Comfortable working in an agile, fast-paced environment with evolving priorities.

Preferred Experience:

• 5+ years in product management, customer experience, or digital banking, with a strong background in VoC methodologies.
• Experience with VoC tools such as Medallia, Qualtrics, or similar survey tools
• Experience with feedback refinement using strong follow up and engagement skills
• Knowledge of digital banking platforms, workflows, and competitive landscape
• Familiar with human-centered design, usability testing, or customer research

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.