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About the Role

This role supports the planning, organization, strategy and governance of customer engagement initiatives by maintaining communication standards, documentation, processes, and marketing assets. The individual will work across functions to ensure consistency, efficiency, and alignment in customer communications.

Responsibilities

Own and maintain centralized repository for customer communications, creative assets, and templates across Retail Lending
Ensure materials are organized, up-to-date, and aligned with established standards, requirements and playbooks
Develop, maintain, and continuously improve process documentation, procedures, playbooks, operating guidelines, and best practices
Support governance activities related to customer engagement and communication programs
Identify process improvements and operational opportunities that enhance team effectiveness and customer experience
Oversee customer research and competitive intelligence efforts to maintain a clear understanding of customer needs, behaviors, pain points, and competitive market dynamics.
Review, analyze and may be responsible for leading initiatives related to the selection, design, development and promotion of new or existing products utilizing traditional and emerging capabilities in technology, operations, and data analytics to offer customers a differentiated product experience.
Participates in customer focused quality assessments and improvement processes.
Leverages knowledge of emerging technologies to develop a business case, business plan, and roll-out for less complex products or initiatives through all applicable channels.
Analyzes product, technology, and market trends and third party requirements as necessary, to develop and design innovative features of new and/or existing products or enhancements.
Manages the development, production, roll-out, pricing or promotion of less complex products or initiatives, and recognizes, anticipates and resolves operational and process problems that arise.
Works with internal and external partners including sales, marketing, digital channel delivery, and may participate in client-facing activities throughout the product lifecycle.
As part of the first line of defense, supports risk management, compliance, and audit needs as necessary.
Monitors and analyzes business results of recently introduced or existing products, coordinates reporting, and may recommend modifications to improve results.
Drives business, financial and customer experience results for less complex products and initiatives and recommends modifications in product features and/or marketing to improve results.

Requirements

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.

Skills

Strong organizational and project management skills
Excellent written and verbal communication skills
Customer-first mindset
Process oriented mindset with strong attention to detail
Ability to manage multiple priorities in a fast-paced environment
Proficiency in project management tools
Business Objectives
Customer Solutions
Marketing
Product Development
Product Management
Sales
Business Acumen
Collaborating
Competitive Environment
Decision Making and Critical Thinking
Design Thinking
Effective Communications
Emerging Technologies
Innovation
Knowledge Of Product Line
Problem Solving
Producing Results
Solutions Development

Location

Pittsburgh, PA
Philadelphia, PA
Chicago, IL
Wilmington, Delaware
Cleveland, OH
New York, NY

Work Type

In-office
Monday-Friday

Experience Level

3+ years of relevant / direct industry experience

Education Level

Bachelors

Salary/Compensations

$75,000.00 – $125,000.00

Benefits

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
maternity and/or parental leave
up to 11 paid holidays each year
9 occasional absence days each year, unless otherwise required by law
between 15 to 25 vacation days each year, depending on career level
years of service

About the Company

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success.
PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance.
PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

Equal Opportunity

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.
This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history.
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.