Senior Product Manager I - CX

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Requirements:

• 5-7 years of product management experience in the financial services industry with a focus on customer service solutions.
• Demonstrated experience in identifying, prioritizing, and addressing top contact drivers and leading initiatives to improve the customer service experience.
• Proven track record in implementing and scaling self-service solutions (e.g., help centers, knowledge bases, automated support tools).
• Strong analytical skills with the ability to analyze experiment results, customer feedback, operational data, and service metrics to drive product decisions.
• Excellent communication and collaboration skills, capable of working cross-functionally with Customer Service, Product, Engineering, and other teams to deliver high-impact solutions.
• Hands-on experience managing internal tools used by multiple teams within the company, ensuring these tools are aligned with business needs and designed for optimal usability.
• Customer-centric mindset, focused on improving the customer journey by reducing friction and empowering self-service, while also optimizing tools for internal customers.
• Bachelor's degree in a relevant field (e.g., Business, Information Systems, or related field) is required. A graduate degree is a plus.
• Completion of a recognized training program in Product Management is preferred.

Responsibilities:

• Define and drive product strategy for the Customer Experience (CX) department, ensuring alignment with company goals and customer needs.
• Partner with engineering, design, and other cross-functional teams to ensure successful product development and delivery that meets both customer service and internal customer needs.
• Dive deep into data to analyze experiment results, identify trends, and make data-driven decisions to improve product performance and outcomes for both external customers and internal teams.
• Serve as the primary product advocate for the Customer Service group, ensuring that their needs are prioritized and addressed in the product strategy.
• Collaborate with Customer Service, Operations, Engineering, and Product teams to identify top contact reasons and lead initiatives to reduce contact volume and increase customer satisfaction.
• Lead the implementation of self-service tools and solutions that empower customers to resolve issues on their own, reducing the need for direct support intervention.
• Own and optimize internal tools that are used across multiple teams within the company, ensuring they support the efficiency and effectiveness of all internal customers, not just the Customer Service team.
• Advocate for continuous improvement and customer-centric thinking, ensuring that product changes improve both the experience for external customers and the efficiency of internal teams.