Posted in General Business 12 days ago.
Type: Full-Time
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Job Summary
The CX Product Manager is an integral part of the Customer Experience team, responsible for driving profitable customer and product strategies across all channels with the goal of acquiring, retaining, and servicing the right customers to drive meaningful engagement, profitable economics, and delivering key P&L metrics. This includes current and future state customer journey mapping, E2E experience articulation, journey insights to understand how our customers are engaging with us and opportunities to improve. In addition, this role focuses on organizational influence through business case development, product growth strategies to drive the next generation of our business, and research to support knowing who our customers are helping to inform the solutions and capabilities we bring to market. Performing these functions and understanding how the marketplace is evolving ensures Bread Financial delivers a best-in-class customer experience.
The CX Product Manager is an internal consultant expected to define current and future state journeys across all touchpoints. This role creates a clear and inspiring definition and vision for the ideal customer experience connecting these experiences to other channels alongside our key business partners (for example Digital, IVR, Care, Collections, Account Protection/Fraud, Disputes, Marketing and Communications). They understand and own drivers of dissatisfaction and pain points; using these insights to define seamless end to end journeys across people, process, policy, and technology while partnering with the enterprise to create a best-in-class omni-channel experience. As part of the omni-channel experience, this role supports front line readiness to ensure the ability to understand and serve all new digital/mobile features and functions in partnership with Operations.
Job Description
Essential Job Functions:
Reports To: Director of CX
Direct Reports: None
Working Conditions/Physical Requirements:
Minimum Qualifications:
Preferred Qualifications:
This job description is illustrative of the types of duties typically performed by this job. It is not intended to be an exhaustive listing of each and every essential function of the job. Because job content may change from time to time, the Company reserves the right to add and/or delete essential functions from this job at any time.
Typical Starting Range:
$97,900.00 - $177,400.00
Full Salary Range for position:
California: $112,600.00 - $221,800.00
Colorado: $97,900.00 - $186,300.00
New York: $107,700.00 - $221,800.00
Washington: $102,800.00 - $204,000.00
The actual base pay within this range may be dependent upon many factors, which may include, but are not limited to, work location, education, experience, and skills.
Bread Financial offers medical, prescription drug, dental, vision, and other voluntary benefits (including basic and optional life insurance, supplemental medical plans, and short and long-term disability) to eligible associates (regular full-time associates scheduled to work 30 hours per week or more) and their spouses/domestic partners, and child(ren) under the age of 26. New associate elected coverage begins on date of hire (with the exception of disability coverage which has a 6-month waiting period). Six weeks of 100% paid parental leave for eligible parents is available after a 180-day waiting period. Hired associates can immediately enroll in Bread Financial's 401(k) plan.
All associates receive 11 paid holidays. Associates have discretion in managing their time away from work through the Flexible Time Off (FTO) program and may need to notify and receive approval from their manager prior to taking the time off. Associates (except those located in Illinois) receive 80 hours of Paid Sick and Safe Time ("PSST") upon hire and at the beginning of each subsequent calendar year. Illinois associates receive 40 hours of Illinois PSST upon hire and at the beginning of each subsequent calendar year and 40 hours of Illinois Paid Leave upon hire and at the beginning of each subsequent calendar year. Illinois Paid Leave must be used before associates in Illinois will be approved to take FTO.
Hired associates will be able to elect the purchase company stock during offering periods in June and December. You will be eligible for an annual incentive bonus based on individual and company performance.
Click here for more Benefits information.
About Bread Financial
At Bread Financial, you'll have the opportunity to grow your career, give back to your community, and be part of our award-winning culture. We've been consistently recognized as a best place to work nationally and in many markets and we're proud to promote an environment where you feel appreciated, accepted, valued, and fulfilled-both personally and professionally. Bread Financial supports the overall wellness of our associates with a diverse suite of benefits and offers boundless opportunities for career development and non-traditional career progression.
Bread FinancialTM is a tech-forward financial services company providing simple, personalized payment, lending and saving solutions. The company creates opportunities for its customers and partners through digitally enabled choices that offer ease, empowerment, financial flexibility and exceptional customer experiences. Driven by a digital-first approach, data insights and white-label technology, Bread Financial delivers growth for its partners through a comprehensive suite of payment solutions that includes private label and co-brand credit cards and Bread Pay™ buy now, pay later products. Bread Financial also offers direct-to-consumer products that give customers more access, choice and freedom through its branded Bread CashbackTM American Express® Credit Card and Bread SavingsTM products.
Headquartered in Columbus, Ohio, Bread Financial is powered by its approximately 7,000 global associates and is committed to sustainable business practices.
Job Family:
Marketing
Job Type:
Regular
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