CX Product Manager - New Business

Bread Financial is a tech-forward financial services company that provides simple, personalized payment, lending and saving solutions to millions of U.S. consumers. The CX Product Manager is a key part of the Customer Experience team, driving customer and product strategies to acquire, retain, and engage customers.

Responsibilities

• Understand and map customer experiences, and corresponding performance data (behavioral, experiential, and financial) to not only understand current state experiences, but also their impact on the customer and business. - (30%)
• Redesign existing processes and experiences to drive customer and business value leveraging performance data and customer research within a consistent, strategic product development framework that brings together all stakeholders and insights to support discovering opportunities. - (20%)
• Facilitate cross-functional workshops (Digital, Customer Care, Collections, Account Protection, Enterprise Data Science and Analytics, Technology) to ensure a comprehensive view of opportunities. Collaborate with Operations to align on business value (cost vs revenue) and maintain experiential connectivity across servicing channels. - (20%)
• Curate opportunities to improve customer experiences, addressing pain points and future designs. Guide partners through a framework involving competitive intelligence and research. Use insights for strategic recommendations, integrating data across sources to support business needs. Collaborate with counterparts to develop business cases and roadmaps. - (15%)
• Partner closely with Finance and EDS&A (Enterprise Data Science and Analytics) and maintain sizing and prioritizing across Acquisition, Engagement, and Servicing. Help the organization to best understand where to invest to deliver the greatest benefit for the business and achievement in year and long-range cost, revenue, and experiential targets. - (15%)

Skills

• High School Diploma or GED
• 5+ years experience working in a Customer Experience environment with a focus on voice of the customer, customer experience, journeys, session recording and a data driven customer led approach with financial and experiential delivery
• Bachelor's Degree in Business, Marketing, or related field of study
• 8+ years experience working in a consumer behavior & mindset, specifically Customer Experience and capabilities
• Experience working with research teams to obtain primary customer insights to help provide perspective on current state problems and future state opportunities
• Experience with Cobrand Credit Cards, Loyalty/Marketing, and Servicing functions and their interconnectivity as it relates to the End-to-End Customer Experience
• Experience in retail, consumer behavior or financial services
• Medallia or other VoC survey program experience as well as Decibel or other session recording experience

Benefits

• Bread Financial offers medical, prescription drug, dental, vision, and other voluntary benefits (including basic and optional life insurance, supplemental medical plans, and short and long-term disability) to eligible associates (regular full-time associates scheduled to work 30 hours per week or more) and their spouses/domestic partners, and child(ren) under the age of 26.
• Six weeks of 100% paid parental leave for eligible parents is available after a 180-day waiting period.
• Hired associates can immediately enroll in Bread Financial’s 401(k) plan.
• All associates receive 11 paid holidays.
• Associates have discretion in managing their time away from work through the Flexible Time Off (FTO) program and may need to notify and receive approval from their manager prior to taking the time off.
• Associates (except those located in Illinois) receive 80 hours of Paid Sick and Safe Time (“PSST”) upon hire and at the beginning of each subsequent calendar year.
• Illinois associates receive 40 hours of Illinois PSST upon hire and at the beginning of each subsequent calendar year and 40 hours of Illinois Paid Leave upon hire and at the beginning of each subsequent calendar year.
• Hired associates will be able to elect the purchase company stock during offering periods in June and December.
• You will be eligible for an annual incentive bonus based on individual and company performance.

Company Overview

• Bread partners with retailers to offer pay-over-time solutions that make financing easier and more transparent. It was founded in 2014, and is headquartered in New York, New York, USA, with a workforce of 201-500 employees. Its website is https://www.breadpayments.com/.