CX Product Manager - New Business

Position Overview

The CX Product Manager is a key part of the Customer Experience team, responsible for driving customer and product strategies to acquire, retain, and engage customers. In this role, you will map customer journeys, analyze performance data, and identify opportunities for improvement while collaborating with business partners, Operations, Finance, and Data teams to deliver a best-in-class omni-channel experience.

Key Responsibilities

• Understand and map customer experiences and performance data (behavioral, experiential, and financial) to assess current states and determine business impacts. (30%)
• Redesign existing processes and experiences to drive customer and business value, leveraging performance data and customer research within a strategic product development framework. (20%)
• Facilitate cross-functional workshops with Digital, Customer Care, Collections, Account Protection, Enterprise Data Science and Analytics, and Technology teams; partner with Operations to align on business value and ensure connectivity across servicing channels. (20%)
• Curate opportunities to improve customer experiences by addressing pain points and guiding partners through competitive intelligence and research frameworks to develop business cases and roadmaps. (15%)
• Partner with Finance and Enterprise Data Science and Analytics to maintain sizing and prioritization across Acquisition, Engagement, and Servicing, ensuring optimal investment and achievement of cost, revenue, and experiential targets. (15%)

Required Qualifications

• High School Diploma or GED.
• 5+ years of experience in a Customer Experience environment with a focus on voice of the customer, journey mapping, session recording, and a data-driven approach to both financial and experiential delivery.

Preferred Qualifications

• Bachelor's Degree in Business, Marketing, or a related field.
• 8+ years of experience focused on consumer behavior and customer experience.
• Experience working with research teams to obtain primary customer insights and inform strategic recommendations.
• Experience with Cobrand Credit Cards, Loyalty/Marketing, and Servicing functions within an integrated end-to-end experience.
• Background in retail, consumer behavior, or financial services.
• Familiarity with Medallia or other VoC survey programs and Decibel or other session recording tools.

Benefits & Perks

• Compensation: Base pay varies by location; for example, in California the range is $112,600.00 - $221,800.00. The actual base pay depends on location, education, experience, and skills.
• Comprehensive benefits package including medical, prescription drug, dental, and vision coverage, as well as basic and optional life insurance, supplemental medical plans, and short/long-term disability.
• Bread Financial's 401(k) plan with a company stock purchase option during offering periods.
• Six weeks of 100% paid parental leave for eligible parents after a waiting period.
• Flexible Time Off (FTO), 11 paid holidays, and accrued Paid Sick and Safe Time.