Lead Product Owner - Customer Interaction Management (CIM)

PNC Bank•Pittsburgh, PA

6d•Onsite

About The Position

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Lead Product Owner within PNC's MarTec organization, you will be based in a PNC Marketing Hub. Position Summary Seeking a motivated and execution-focused Lead Product Owner to drive the evolution of Customer Interaction Management (CIM) capabilities that enable personalized customer experiences across channels. This C4-level individual contributor role owns a meaningful portfolio of CIM platform capabilities and partners across business, marketing, analytics, operations, and technology teams to translate business needs into scalable product outcomes. The ideal candidate brings strong product ownership discipline, customer engagement knowledge, analytical thinking, and the ability to influence without authority in a matrixed organization. This role balances strategic thinking with hands-on execution, with accountability for backlog quality, roadmap alignment, stakeholder partnership, and delivery of measurable customer and business outcomes.

Requirements

University / college degree, with 5+ years of industry-relevant experience.
Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

Nice To Haves

Accountability
Customer Solutions
Data Visualization
Prioritization
Scrum
User Experience (UX) Design
Agile Development
Business Acumen
Design Thinking
Effective Communications
Innovation
Interpersonal Relationships
IT Standards, Procedures & Policies
Managing Multiple Priorities
Organizational Leadership
Planning and Organizing
Solutions Development

Responsibilities

Own a defined portfolio of CIM capabilities and maintain a roadmap aligned to business objectives.
Evaluate customer, business, and operational needs to identify opportunities for capability enhancement.
Partner with stakeholders to define and communicate product vision, priorities, and expected outcomes.
Translate business challenges into scalable, reusable product capabilities rather than one-off solutions.
Contribute to the evolution of CIM decisioning, execution, data, and measurement capabilities.
Manage and prioritize the product backlog based on business value, customer impact, risk, effort, and dependencies.
Define epics, features, user stories, acceptance criteria, and success measures.
Make prioritization recommendations and trade-off decisions using data and business insight.
Ensure roadmap decisions support immediate business needs while advancing long-term platform goals.
Maintain backlog health, clarity, and readiness for delivery teams.
Serve as a trusted partner to business, marketing, analytics, technology, and operations teams.
Facilitate requirement discussions, solution reviews, and backlog refinement activities.
Build alignment across stakeholders with different priorities and perspectives.
Communicate product plans, risks, dependencies, and release readiness clearly and consistently.
Support leadership and working team discussions with concise product recommendations.
Collaborate with architects, engineers, analysts, and operations partners to shape scalable and configurable solutions.
Provide product guidance throughout design, build, testing, implementation, and adoption.
Ensure delivered capabilities align with customer needs, business objectives, and platform standards.
Support issue resolution by clarifying requirements, outcomes, scope, and product intent.
Identify opportunities to reduce manual work, simplify processes, and improve platform reuse.
Define and monitor success metrics for assigned capabilities.
Analyze adoption, engagement, conversion, and operational performance to identify improvement opportunities.
Use data, experimentation, stakeholder feedback, and customer insight to inform product decisions.
Recommend enhancements that improve platform value, customer experience, and operational efficiency.
Promote continuous improvement through measurement, learning, and feedback loops.
Owns the vision and definition of the product.
Serves as the voice of the Customer.
Ensures the Scrum Team(s) effort is concentrated on the right priorities based on business value.
Defines and conveys the vision to the team(s) in order to address client requirements to ensure a successful product for business objectives.
Accountable for the creation of and the integrity of the product backlog.
Prioritizes and leads grooming of the product backlog.
Works closely with the Scrum Master(s) and development team(s), to ensure the right items are focused on during the development process.
Primary point of contact for questions from the team(s) and is empowered to make decisions.

Benefits

medical/prescription drug coverage (with a Health Savings Account feature)
dental and vision options
employee and spouse/child life insurance
short and long-term disability protection
401(k) with PNC match
pension and stock purchase plans
dependent care reimbursement account
back-up child/elder care
adoption, surrogacy, and doula reimbursement
educational assistance, including select programs fully paid
a robust wellness program with financial incentives
maternity and/or parental leave
up to 11 paid holidays each year
9 occasional absence days each year, unless otherwise required by law
between 15 to 25 vacation days each year, depending on career level; and years of service