Digital Product Manager Lead (UX Researcher)

PNC

Pittsburgh, PA

Full Time

Senior

16 days ago

Job Description

About the Role

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. As a Digital Product Manager Lead within PNC's Digital organization, you will be based within PNC's footprint. This is a remote position, allowing work from a quiet, confidential space in a home location, approved by PNC. The role involves designing and conducting end-to-end qualitative and quantitative UX research to deliver impactful insights and guide product design, advocating for the audience and synthesizing insights into user-centered narratives.

Key Responsibilities

Identifying and defining key research questions and objectives in partnership with product and design teams to address user research needs
Designing, facilitating, and executing multi-method research and testing initiatives, including interviews, usability testing, surveys, click and tree testing, Kano studies, and benchmarking to improve digital experiences
Translating research findings into actionable business insights and presenting results with recommendations to key stakeholders
Staying current on best practice research techniques and incorporating those into the work of the research team
Executing digital strategy across business segments to optimize digital experience, leveraging design thinking and other best practices
Monitoring the marketplace to assess digital experience trends and results to recommend new digital experiences or enhancements
Developing and designing features of digital experiences to meet market needs or opportunities
Managing the development, production, roll-out, or promotion of digital experiences
Partnering with stakeholders including Product, Technology, MIS, Line of Business, Marketing, and external partners to ensure digital experiences meet strategic goals
Supporting risk management, compliance, and audit needs related to digital experiences
Recommending modifications in experiences and marketing to improve business, financial, and customer experience results

Requirements

5+ years of UX research experience in a corporate environment or consulting capacity, with B2B experience preferred
Preferably 2-3 years conducting research and testing in regulated industries such as Finance, Healthcare, Insurance, etc.
Understanding of UX research modalities and methods with the ability to scope, plan, and conduct research projects end-to-end
Full-life cycle research experience ranging from ethnography to statistically based user testing with minimal oversight
Experience with testing platforms such as UserTesting, UserZoom, Userlytics, Maze, etc.
Proven ability to manage multiple projects simultaneously
Ability to navigate ambiguity
Strong active listening and storytelling skills
Experience collaborating with cross-functional teams
UX research portfolio to share and review

Nice to Have

Agile Web Development
Business Requirements Documentation (BRD)
Data Visualization
Digital User Experience
Employee Engagement
IT Architecture
JavaScript
Wireframing

Qualifications

Bachelor's degree
5+ years of industry-relevant experience
No required certifications or licenses

Benefits & Perks

Medical/prescription drug coverage with 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 fully paid programs
Wellness program with financial incentives
Paid time off including maternity/parental leave, holidays, vacation days, and occasional absence days

Working at PNC

PNC fosters an inclusive and accessible workplace, emphasizing respect, diversity, and employee contribution. Employees take pride in the company's reputation and are encouraged to participate in a supportive environment that values customer focus, managing risk, and continuous improvement.

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