Sr. Product Marketing Manager - Customer Insights

At Early Warning, we've powered and protected the U.S. financial system for over thirty years with cutting-edge solutions like Zelle, Paze, and so much more. As a trusted name in payments, we partner with thousands of institutions to increase access to financial services and protect transactions for hundreds of millions of consumers and small businesses.

Positions located in Scottsdale, San Francisco, Chicago, or New York follow a hybrid work model to allow for a more collaborative working environment.

Candidates responding to this posting must independently possess the eligibility to work in the United States, for any employer, at the date of hire. This position is ineligible for employment Visa sponsorship.

Overall Purpose

This role, reporting to the Director of B2B Product Marketing, is responsible for shaping and executing our customer learning and insights program specific to our identity and payments fraud solutions. This role builds trust with stakeholders including customers, executives, product and solution teams, sales and partners, and related stakeholders to gather salient data, analyze and synthesize data with a strong business and product development lens, and advocate for the voice of the customer.

Essential Functions

• Lead, organize, and scale the customer learning and insights practice within the business unit; act as a product and services champion

• Develop personas and journey maps including customer experience maps with "as is" and "to be" processes

• Gather and aggregate quantitative and qualitative insights via a "voice of customer" VOC feedback loop.

• Drive the discovery and interview sessions with customers. Manage customer feedback. Analyze and articulate the data gathered through regular report outs to business and product leads.

• Champion a true curiosity for customer behavior by networking internally and externally to understand their needs from a broader perspective, including market trends, competitive positioning and business contexts

• Facilitate customer forums including our Customer Advisory Forum:
  assist in managing customer advisory forum sessions including memberships, logistics, and plans. Facilitates quarterly meetings

• Run periodic Net Promoter Score (NPS) surveys. Gather, analyze and report out on NPS results

• Own/lead the development of customer experience measurement dashboards and reporting that weave into product and business planning process to ensure data-backed decisions are made

• Maintain documentation, and report findings/learnings to the broader team and leadership. Present learnings and updates during monthly Business Review meetings

• Tie customer learnings and insight to stated business goals and product roadmap goals for maximum business impact

• Support the company's commitment to risk management and protecting the integrity and confidentiality of systems and data

Minimum Qualifications

• Product marketer with 10 or more years demonstrated success in strategic thinking and leading cross-functional projects

• Excellent communicator who is comfortable with a variety of audiences and modalities, but especially strong writing and editing skills

• Exceptional team player with proven ability to lead through influence and work effectively both independently and collaboratively within fast-paced, cross-functional teams

• Innovative and creative thinker, with a track record for translating strategic thinking into actionable and measurable plans, clear KPIs and business results

• Proven ability to persuade and sell strategic recommendations to senior stakeholders; experience managing diverse stakeholder feedback and negotiating to successful outcomes

• Highly effective interpersonal skills with the ability to develop effective relationships and trust throughout all levels of the organization and with bank partners

• High level of personal and professional integrity, sensitivity and confidentiality

• Payments and/or banking experience is required, as is demonstrated project management

• Education and experience typically obtained through completion of a Bachelor's degree

• Background and drug screen

Preferred Qualifications

• Experience working for a high-growth organization

• Experience working directly with product teams including product management and/or product marketing

• Experience working in financial services for a regulated entity

• Specific experience working in payments and/or fraud solutions

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow instructions and perform other related duties as assigned by their supervisor.

Physical Requirements

Working conditions consist of a normal office environment. Work is primarily sedentary and requires extensive use of a computer and involves sitting for periods of approximately four hours. Work may require occasional standing, walking, kneeling and reaching. Must be able to lift 10 pounds occasionally and/or negligible amount of force frequently. Requires visual acuity and dexterity to view, prepare, and manipulate documents and office equipment including personal computers. Requires the ability to communicate with internal and/or external customers. Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation. Travel is expected to be less than 10% for this role.

Candidates responding to this posting must independently possess the eligibility to work in the United States at the date of hire.

The base pay scale for this position in:

Phoenix, AZ/ Chicago, IL in USD per year is:
$125,000 - $145,000.

New York, NY in USD per year is:
$145,000 - $165,000.

This pay scale is subject to change and is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific candidate, which is always dependent on legitimate factors considered at the time of job offer. Early Warning Services takes into consideration a variety of factors when determining a competitive salary offer, including, but not limited to, the job scope, market rates and geographic location of a position, candidate's education, experience, training, and specialized skills or certification(s) in relation to the job requirements and compared with internal equity (peers). The business actively supports and reviews wage equity to ensure that pay decisions are not based on gender, race, national origin, or any other protected classes.

Additionally, candidates are eligible for a discretionary bonus, and benefits.

Some of the Ways We Prioritize Your Health and Happiness

• Healthcare Coverage-Competitive medical (PPO/HDHP), dental, and vision plans as well as company contributions to your Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses.