Product Manager I - Consumer Lending

About Working at Commerce

Wouldn't it be great to build your career at a bank that's known for helping people with their financial challenges? That's exactly what you'd be doing when you join the team at Commerce Bank. We're looking for teammates who are ready to do whatever it takes to help our customers with their everyday financial needs. You'd be helping yourself too, because Commerce has a tradition of recognizing and rewarding team members for their talent, skills and contributions.

No wonder we've been an industry leader for over 155 years and have developed a reputation as a great place to work in the financial services world. If you'd like to be a part of a team and culture that is respected by its peers and in your community, we should talk. We're always looking for the best and brightest.

About This Job

The Customer Journey Product Manager owns and shapes the customer experience across all stages, touchpoints, products, and channels. This is a strategic approach to understanding and managing how customers experience our products and features, with an emphasis on ensuring a competitive and frictionless digital interaction. The scope for this position includes elements encompassing account onboarding, online banking and mobile platforms, web resources, card functionality, customer feedback, and supporting customer servicing resources. Fostering relationships is integral to success as is a strong sense of ownership to fully realize new opportunities. They are held accountable for the holistic customer experience, the results of related activities, and contribution to the business.

Essential Functions

• Own customer journey strategies including efforts to reduce friction and pain points, as well as efforts to meet customer expectations and a changing competitive environment
• Perform specific responsibilities, including online banking and mobile app feature development and enablement, account life stage communications, and card functionality
• Own and oversee the customer feedback strategy
• Ensure key initiatives within area of responsibility are connected to and are having a positive impact on the department KPIs and align with business goals
• Leverage customer experience best practices, trends, customer feedback, and business needs to develop initiatives
• Maintain alignment of cross-functional teams including peers and business partners to advance key initiatives
• Monitor and interpret economic, industry-relevant and internal performance data or trends to make informed, data-driven decisions
• Oversee related communications to ensure alignment with the customer experience strategy
• Perform other duties as assigned

Knowledge Skills & Abilities Required

• Knowledge of project organization and coordination
• Knowledge and understanding of underlying business systems and functionality
• Knowledge and understanding of expense and revenue drivers as they relate to banking and credit cards
• Ability to excel at cross department collaboration and communication
• Ability to curate communications to ensure effectiveness and alignment with industry best practices and brand standards
• Strong critical thinking skills with the ability to effectively solve problems
• Motivated and organized self-starter with strong attention to detail and the ability to manage multiple priorities
• Inquisitive, agile and strong team player with excellent written, verbal and interpersonal communication skills
• Ability to remain adaptable and resilient to all situations with an optimistic outlook and cast a positive shadow that is aligned with our culture and Core Values
• Basic level proficiency with Microsoft Word, Excel, Teams and Outlook

Education & Experience

• Bachelor's degree in business, communications, marketing, or relevant area of study or equivalent combination of education and experience required
• 2+ years product related experience required
• 1+ year of related product management, or product marketing experience preferred
• Banking experience preferred

Location: 811 Main St, Kansas City, Missouri 64105

Time Type:

Full time