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. Facilitate 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

Preferred Qualifications

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

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