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Job Summary

** This position is currently available for work at home to candidates that reside in the following states: Arizona, Delaware, Georgia, Idaho, Illinois, Indiana, Kansas, Maryland, Missouri, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Texas, Utah, Washington (within 80 miles of Coeur d’Alene) or who reside in neighboring states and within 60 miles of Chadds Ford, PA or Lenexa, KS.**
The CX Product Manager will have a key role in defining, implementing, enhancing and evolving our B2C and B2B CX toolset; which today includes Voice of the Customer (VoC) monitoring. This person will help lead and define the optimization of the tools to ensure that we are delivering the right insights across the business, link key VoC metrics to business performance and apply those findings to develop strategic action plans that drive business results. They will lead customer insights, in partnership with the Analytics team, to increase internal customer-centric thinking, tell the story through VoC data, conduct root cause analysis, and recommend key opportunities for improvement. They will act as an enabler for customer experience activities - delivering best practices, tools, and guidance across the organization. The incumbent in this role will have a proven history of driving insights that improve the customer experience as well as be able to partner with leaders across the organization to execute new listening programs and evolve existing programs as needed to provide a more holistic voice of our customer/brand.

Job Description

Essential Job Functions

Design & Manage VoC and VoB Programs: Design and lead new and emerging VoC and VoB programs that provide the organization with actionable customer and brand partner experience insights. This includes survey design and operations, reporting, and analysis. Lead internal change management and training efforts related to new VoC and VoB programs as well as review top line and in-depth analysis of customer and brand data to determine significance of trends and impact on business and customer health. This leader will also facilitate cross-functional insight reviews and action-planning meetings with internal stakeholders to drive customer and brand partner experience improvements. They will also be responsible for establishing, running and optimizing the CX tools roadmap.

Program Optimization: Lead the optimization of our CX tools as they relate to supporting the broader internal CX goals across the organization. Ensure that we continue to evolve and update our tools based on new features and functionality, as well as communicate these out to our user base.

Process & Continuous Improvement: Use VoC toolset to identify and assist in improving internal processes that drive cardmember feedback and drive product improvements. Identify gaps and implement changes to continuously improve on how we deliver great experiences to our cardholders.

Reporting & Analysis: Utilize different technologies to gather and synthesize customer (or partner) feedback data with associated business data to determine key drivers of customer success, loyalty, risk, churn and overall experience, and then translate that into actionable insights. Comfort and experience in analyzing Voice of the Customer feedback and Session Recordings to drive actionable data and insight to inform strategy, decision making and product development/enhancement. Ability around regular and ad hoc customer insights reporting for distribution to key stakeholders and internal business partners. Experience in digital experience monitoring to build out reporting for insights monitoring.

Research: Proactively review Voice of the Customer data and identify opportunities to improve the cardmember experience across the customer journey; share this information with internal stakeholders and track their implementation progress.

Reports to: Senior CX Product Manager

Distinctions (if applicable):

Working Conditions/ Physical Requirements:

Flexible working arrangement with Work from Home options.

Direct Reports: 0

Minimum Qualifications:

Bachelor’s Degree in Business, Marketing or an equivalent related educational background.

Five or more years’ experience required in a Digital Customer Experience environment with a focus on voice of the customer, customer experience, journeys, session recording and a data driven customer led approach with a track record of financial and experiential delivery. Experience in serving as a “go-to” internal experience leader and bringing together cross-functional resources across the enterprise to elicit insights to provide a full and complete understanding of current state opportunities. Experience in working with research teams to obtain primary customer insights to help provide perspective on current state problems and future state opportunities. Strong understanding of CoBrand Credit Cards, Loyalty/Marketing, and Servicing functions and their interconnectivity as it relates to Digital and End to End Customer Experience.

Preferred Experience:

Master’s degree in Business, Marketing, or an equivalent related educational background

Eight or more years work expertise in consumer behavior & mindset, specifically digital experience and capabilities. Ability to work independently and with various work teams. Experience in retail, consumer behavior or financial services. Medallia or other VoC survey program experience as well as Decibel or other session recording experience. All above minimum qualifications.

Disclosure of COVID-19 vaccination status will be required after acceptance of a conditional offer of employment except where prohibited by applicable law. Starting January 2022 and to the extent allowed by applicable law, the Company will require all associates who will be on-site or who will travel or interact with others in person as part of their job duties to either be fully vaccinated against COVID-19 or undergo at least weekly testing. The Company is an equal opportunity employer and will consider reasonable accommodations where required by applicable law.

About Bread Financial

At Bread Financial, you’ll have the opportunity to grow your career, give back to your community, and be a part of our award-winning culture. We’ve been consistently recognized as a best place to work in many markets and we’re proud to promote an environment where you feel appreciated, accepted, valued, and fulfilled—both personally and professionally. Bread Financial supports the overall wellness of our associates with a diverse suite of benefits and offers boundless opportunities for career development and non-traditional career progression.

Bread Financial is a tech-forward financial services company providing simple, personalized payment, lending and saving solutions. The company creates opportunities for its customers and partners through digitally-enabled choices that offer ease, empowerment, financial flexibility and exceptional customer experiences. Driven by a digital-first approach, data insights and white-label technology, Bread Financial delivers growth for its partners through a comprehensive product suite, including private label and co-brand credit cards, installment lending, and buy now, pay later (BNPL). Bread Financial also offers direct-to-consumer solutions that give customers more access, choice and freedom through its branded payment, lending and saving products.

Formerly Alliance Data, Bread Financial is an S&P MidCap 400 company headquartered in Columbus, Ohio, and committed to sustainable business practices powered by its 6,000+ global associates.

Bread Financial is a tech-forward financial services company empowering customers with simple, personalized payment, lending and saving solutions for customers and consumer-based industries in North America.

• Bread Financial offers competitive pay, a comprehensive selection of benefit options including 401(k).
• The Company is an Equal Opportunity Employer.
• Any applicant offered employment will be required to establish that they are legally authorized to work in the United States for the Company.
• The Company participates in E-Verify.
• The Company will consider for employment all qualified applicants, including those with a criminal history, in a manner consistent with the requirements of all applicable federal, state, and local laws, including the Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York City Fair Chance Act. Applicants with criminal histories are encouraged to apply.
• The Company complies with the Americans with Disabilities Act (ADA), as amended, and all applicable state/local laws. The Company will provide accommodations to applicants needing accommodations to complete the application process. Applicants with disabilities may contact the Company to request and arrange for accommodations. If you need assistance to accommodate a disability, you may request an accommodation at any time. Please contact the Recruiting Team at [email protected].

Job Family:

Marketing

Job Type:

Regular