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 solut