Branded Cards Sr. Product Manager – Customer Experience, Rewards & Benefits
About The Position
This job is part of the Branded Cards Product Management team, responsible for assessing, developing and optimizing customer journeys and communication plans for rewards redemption, network benefits and partnership communication, and cardholder protection benefits, network benefits and other features across products. Key responsibilities include conducting market research and competitor analyses, developing short and long-term strategies, and identifying innovative opportunities to modernize product offerings and deliver a more unified customer experience. Job expectations include ensuring that product management efforts are integrated with sales, marketing, operations, implementation, and customer service strategies. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.
Requirements
- Demonstrated strategic planning/product management skills
- Strong quantitative and analytical skills
- Influence and ability to lead cross functional teams
- Negotiation skills
- 7+ years of relevant experience
Nice To Haves
- Collaboration
- Executive Presence
- Oral Communications
- Presentation Skills
- Problem Solving
- Attention to Detail
- Continuous Improvement
- Influence
- Product Management
- Project Management
- Strategic Thinking
- Business Analytics
- Innovative Thinking
- Market Analysis
- Process Management
- Reporting
Responsibilities
- Serve as the primary product partner for the Rewards Redemption Operations organization, aligning product strategy with operational capabilities to prioritize and execute the rewards redemption roadmap.
- Partner closely with Marketing and Finance to ensure redemption programs deliver competitive customer value while meeting financial objectives.
- Continuously enhance redemption customer journeys and communications, monitor and optimize program economics, and identify opportunities to reduce leakage and improve performance.
- Own the strategy, management, and optimization of cardholder benefits and associated communication plans, including network and protection benefits (e.g., travel insurance, purchase security, and other ancillary benefits).
- Partner with internal network teams and external network providers to align benefit platforms and capabilities, develop and execute communication strategies, participate in vendor evaluation and RFP processes, assess benefit utilization and effectiveness, and identify opportunities to enhance the cardholder experience.
- Translate customer insights into product strategy by analyzing the J.D. Power customer satisfaction credit card results, VOC data, and competitive trends to identify new features and user experience improvements.
- Identifies and creates comprehensive plans for product development and deployment, including supporting the creation of sales training programs and marketing materials to educate clients and internal teams on product capabilities
- Oversees a set of products and maintains financials, including managing the investment profile and profit and loss (P&L) activities, such as revenue and profit margins
- Provides information on product trends to sales and marketing teams leveraging knowledge of product functionality, marketplace trends, and the competitive landscape
- Identifies opportunities to streamline or enhance product offerings to fit client's existing and future needs and support continued growth and operational excellence
- Manages risk through implementing and monitoring effective controls in partnership with key support partners
- Partners with internal stakeholders to obtain meaningful insights about markets, clients, and competitors in order to develop products that solve client needs and ensure high adoption rates
- Develops and influences product strategy, driving products to provide comprehensive solutions across the bank
Benefits
- Access to paid time off
- Resources and support to our employees
- Discretionary incentive eligible
- Annual discretionary award based on individual performance, line of business performance, and overall company success.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
