Commercial Product Manager III - Digital VoC Analyst

This is a remote role that may be hired in several markets across the United States. Preference is given to locations in close proximity to SVB/FCB hubs.

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

If hired in North Carolina, the base pay for this position is generally between $92,475 and $140,000. If hired in Illinois, the base pay for this position is generally between $97,125 and $148,000. If hired in Arizona, the base pay for this position is generally between $101,700 and $155,000. Actual starting base pay will be determined based on skills, experience, location, and other non-discriminatory factors permitted by law. For some roles, total compensation may also include variable incentives, bonuses, benefits, and/or other awards as outlined in the offer of employment.

This job posting is expected to remain active for 45 days from the initial posting date listed above. If it is necessary to extend this deadline, the posting will remain active as appropriate. Job postings may come down early due to business need or a high volume of applicants.

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.