Product Owner III within PNC's Balance Sheet Analytics & Modeling Customer Data Management organization. Focus on managing the product backlog and customer requirements with Agile team collaboration.
About the role
- Create and prioritize the communication roadmap for post-sales journeys, aligning business goals with the customer experience
- Collaborate with stakeholders to align business needs (output metrics) with product initiatives, prioritizing deliveries that generate strategic impact
- Coordinate a team composed of product, design, technology, data and CRM specialists, fostering collaboration and alignment
- Ensure the Squad’s autonomy for decision-making within rules and constraints aligned to the business strategy
- Actively participate in engineering rituals: daily stand-ups, refinement, planning and retro/review
- Manage the Product Backlog: craft user stories and features and guide the engineering team in building the product
- Lead the development of proprietary customer communication tools with a focus on efficiency, scalability and personalization
- Integrate and optimize the use of market software (such as CRM and marketing automation tools)
- Coordinate, together with the data and analytics team, the application of artificial intelligence and data models to personalize messages and journeys, increasing relevance and engagement of communications
- Monitor performance indicators (NPS, engagement, resolution rate, etc.) and implement continuous improvements
- Partner with other areas (operations, customer service, marketing, data) to align initiatives and ensure an integrated customer view
- Constantly observe customer behavior and feedback to identify improvements and opportunities
- Test and validate new ideas, iterating quickly to improve communication experience
Requirements
- Knowledge of agile methodologies (Scrum, Kanban, etc.) and product management frameworks (OKRs, Roadmaps, Discovery and Delivery)
- Experience prioritizing backlogs and defining scope based on data and strategic objectives
- Hands-on experience with CRM platforms (Salesforce, Zendesk, HubSpot, Zoho or similar)
- Familiarity with marketing automation and communication orchestration tools, such as Insider, Braze, Customer.io or similar
- Ability to work with data for decision-making: analysis of engagement metrics, NPS, churn and other customer experience and communication-related metrics
- Knowledge of BI tools (Google Analytics, Looker, etc.) and basic SQL to explore data
- Familiarity with developing proprietary tools, APIs and integrations with market software
- Understanding of system architecture to collaborate with technology teams
- Experience or practical understanding of applying AI for personalization, segmentation and automation of communications
- Knowledge of AI-based tools and models for customer service and predictive analytics
- Ability to map and optimize communication flows in complex journeys, such as delivery, assembly, support and returns
- Knowledge of design and prototyping tools (Figma, Miro or similar) to collaborate with designers
- Proficiency in tools such as Jira and Confluence to manage projects and collaborate with teams
- Knowledge of documentation and organization tools, such as Notion or Google Workspace
- Understanding of data governance and security best practices, especially in contexts of personalized communication
Benefits
- Wellhub to help you stay healthy
- Emotional support: 2 free monthly online therapy sessions on Zenklub
- Special discounts: up to 75% off Alpa products
- Pet leave: 2 consecutive days off when adopting a pet
- Life insurance with broad coverage
- Internal talks and courses delivered by our specialists
- English and Spanish courses to boost your language skills
- InvestPass: courses to deepen your knowledge in investments
- Flexible working hours to balance personal and professional life
- No dress code – be yourself!
- OnHappy for amazing trips
- Day off on your birthday
- Internal currency with a store for company products
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
TR
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