Client Experience Product Manager in Pittsburgh, PA at Key Bank- Corporate

Date Posted: 10/9/2018

Job Snapshot

Job Description


The Client Experience Product Manager reports to the Home Equity Portfolio Product Leader and is accountable for the design and execution of strategic programs to grow and manage the home equity portfolio in the Key Consumer Bank. Owns customer experience for product complaints and opportunities, business-critical account management programs and proactive management of the home equity portfolio. This manager will assist other Product Managers with planning, developing, and implementing improvements to our clients’ lending experience.


  • Support Home Equity Portfolio Management Program to actively identify and manage threats and opportunities in Key’s shifting home equity portfolio.
  • Create and/ or enhance account management programs and routines such as End of Draw, New Account On-boarding, Pre-Delinquency, etc.
  • Lead marketing programs and/ or offers to increase line utilization and minimize attrition
  • Manage programs to proactively contact existing KeyBank clients for lending sales and/or service
  • Accountable for the resolution of client issues in the form of escalated complaints as well as resolution of problem populations, as needed.
  • Accountable for standard client qualitative satisfaction measurement. Coordinates with partners to set and manage both drivers and outcomes of client satisfaction.
  • Analyzes and optimizes client experience seeking opportunities to increase client engagement with their existing products.
  • Generates responses to internal and external governance as it pertains to account and portfolio management.
  • Work with various business lines and support areas to enhance existing servicing experiences and bring new products/services/channels to market based on business strategy, industry experience, market analysis, customer analysis/needs identification.
  • Lead teams cross functionally, including Sales and Marketing, Client Experience, Branch and Call Center Operations, Technology, and Legal and Compliance to ensure timely delivery of client experience projects
  • Ensure strict adherence with product policies and guidelines to ensure all legal and compliance are met; oversight of consumer disclosure and change in terms communication strategies
  • Prepare monthly and quarterly business reviews to highlight LOB performance and recommendations to senior management.


  • 1-3 years experience in program management or product management preferred
  • Project Management savvy
  • Experience in developing and launching client experiences, preferred.
  • Understanding of Retail Banking products and segment needs
  • Ability to think/act strategically, while delivering tactically with a keen focus on details
  • Proven ability to drive projects from concept to rollout in cooperation with various business units and third party partners
  • Self-starter and team player with a structured approach to achieve tight timelines on complex deliverables
  • Bachelor’s degree in Business, Marketing or Finance strongly preferred
  • Demonstrated communication skills and ability to work within a team environment.
  • Strong business management presentation and Powerpoint skills.
  • Microsoft Excel, Tableau and/or analytics experience a plus
  • Working knowledge of PC (MS Windows and Office Products including Word, Excel, etc).
  • Ability to work on multiple projects at once and prioritize delivery based on key objectives.


  • Client Focus - Internal and External: Actively seeks to understand and anticipate the needs and expectations of clients. Puts the client at the forefront of decisions. Seeks creative solutions to business problems that are mutually beneficial to the client and Key.
  • Business Acumen: Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, and information affecting his/her business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace.
  • Interpersonal Savvy - Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
  • Drives for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented with a relentless focus on execution; steadfastly pushes self and others for results.

KeyCorp's roots trace back 190 years to Albany, New York. Headquartered in Cleveland, Ohio, Key is one of the nation's largest bank-based financial services companies, with assets of approximately $134.5 billion at March 31, 2017. Key provides deposit, lending, cash management, insurance, and investment services to individuals and businesses in 15 states under the name KeyBank National Association through a network of more than 1,200 branches and more than 1,500 ATMs. Key also provides a broad range of sophisticated corporate and investment banking products, such as merger and acquisition advice, public and private debt and equity, syndications, and derivatives to middle market companies in selected industries throughout the United States under the KeyBanc Capital Markets trade name. KeyBank is Member FDIC.

Key Community Bank serves individuals and small to midsized businesses from Maine to Alaska through our 15-state network of over 1,200 branches, 1,500 ATMs, telephone banking and robust online and mobile platforms. KeyBank’s Consumer/Business Banking segment provides consumers and small business owners with straightforward banking solutions and personal finance expertise that helps them make confident financial decisions today and plan for tomorrow. Key Private Bank offers wealth planning that follows a consistent, disciplined approach guided by objective advice based on each unique situation. KeyBank Commercial Bank offers midsize business financial services that drive growth and profitability and help business owners identify new opportunities with products and services including deposit, cash management, investment services, commercial lending, equipment leasing, and asset-based lending.


KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

JobID: 32066BR

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