Credit Card Digital and Human Assisted Channels Servicing team is working to design and deliver the best-in-class journeys across all channels for our credit card customers, and to deliver new and better products. You will be responsible for reimagining and delivering these customer experiences by leveraging new capabilities and emerging technologies such as AI.

The key responsibilities for this role include:

Channel Strategy and Vision:
• Drives and develops the digital and human assisted channels strategy to optimize credit card customer experience, for features including but not limited to account management, transactions, rewards, fraud management and alerts.
• Leverages industry, marketplace research, customer insights to assess digital experience trends and results to recommend new digital experiences or enhancements to existing experiences.
• Aligns the channel strategy with Product and business objectives.
• Identifies customer needs and market opportunities.

Agile Product Development:
• Develops and communicates the program vision and roadmap, managing and prioritizing a data-driven backlog, ensuring solution completeness, advocating for funding, ensuring proper implementation of agile ceremonies and practices.
• Oversees the development, production, roll-out of digital experiences and ensures initiatives are completed on time, within budget and meet strategic goals.
• Utilizes data and analytics to meet the digital KPIs and improve the digital funnels.

Cross-Functional Collaboration:
• Drives/Develops partnership with key stakeholders including Product, Technology, Marketing, and other internal service partners as well as key external partners to ensure all digital experiences meet the business strategic goals.
• As part of the first line of defense, supports risk management, compliance, and audit needs. Serves as point of review and sign off for risk management, compliance, and audit requirements. May be identified as an application owner.

Leadership:
• Builds, manages, motivates, and develops the performance of the Digital and assisted channel teams to drive business, financial, and customer experience results of new and existing products.

Job Description

• Defines complex, cross-functional digital strategies across business segments to optimize digital experience, leveraging design thinking and other best practices by leading Digital teams.
• Defines the strategy related to digital experiences for applicable business segments or product groups. May Participate in the marketplace to influence digital experience trends.
• Leads digital teams. Sponsors potential digital experience projects for feasibility and value. Presents initiatives and policy changes to gain executive buy-in. Manages progress to ensure initiatives are completed on time, within budget and meet strategic goals.
• Serves as senior point of escalation and ensures successful outcomes from key stakeholders including Product, Technology, MIS, Line of Business, Marketing and other internal service partners as well as external stakeholders (including key vendors) throughout the experience lifecycle. As part of the first line of defense, supports determination of risk appetite and limits. Owns business response to audit and regulatory finding. May participate in client facing activities.
• Structures, allocates resources and manages Digital teams. Motivates and develops the performance of the product development management team and key contributors. Development planning.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

• 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.

PNC also has fundamental expectations of our people managers. As a manager of talent in PNC, you will be expected to:

• Include Intentionally - Cultivates diverse teams and inclusive workplaces to expand thinking.
• Live the Values - Role models our values with transparency and courage.
• Enable Change - Takes action to drive change and innovation that will transform our business.
• Achieve Results - Takes personal ownership to deliver results. Empowers and trusts others in decision making.
• Develop the Best - Raises the bar with every talent decision and guides the achievement of all employees and customers.

Qualifications

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.

Preferred Skills
Agile Web Development, Business Requirements Documentation (BRD), Data Visualization, Digital User Experience, Employee Engagement, IT Architecture, JavaScript, Wireframing

Competencies
Business Acumen, Competitive Environment, Design Thinking, Effective Communications, Innovation, Knowledge Of Product Line, Solutions Development

Work Experience
Roles at this level typically require a university / college degree. Higher level education such as a Masters degree, PhD, or certifications is desirable. Industry-relevant experience is typically 8+ years. At least 5 years of prior management experience is typically required. Proven leadership experience with a moderate to large scope of responsibility is required. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Education
Bachelors

Certifications
No Required Certification(s)

Licenses
No Required License(s)

Pay Transparency

Base Salary: $100,000.00 - $261,300.00

Salaries may vary based on geographic location, market data and on individual skills, experience, and education. This role is incentive eligible with the payment based upon company, business and/or individual performance.

Application Window

Generally, this opening is expected to be posted for two business days from 11/06/2024, although it may be longer with business discretion.

Benefits

PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include: 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.

In addition, PNC generally provides the following paid time off, depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 8 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.

To learn more about these and other programs, including benefits for full time and part-time employees, visit pncbenefits.com > New to PNC.

For more information, please click on the following links:

Time Away from Work

PNC Full-Time Benefits Summary

PNC Part-Time Benefits Summary

Disability Accommodations Statement

If an accommodation is required to participate in the application process, please contact us via email at AccommodationRequest@pnc.com. Please include "accommodation request" in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call 877-968-7762 and say "Workday" for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.

Equal Employment Opportunity (EEO)

PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.

California Residents

Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.