Customer Interaction Management Specialist Jobs

Position OverviewAt 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 Lead Product Owner within PNC's MarTec organization, you will be based in a PNC Marketing Hub.
Position Summary
Seeking a motivated and execution-focused Lead Product Owner to drive the evolution of Customer Interaction Management (CIM) capabilities that enable personalized customer experiences across channels. This C4-level individual contributor role owns a meaningful portfolio of CIM platform capabilities and partners across business, marketing, analytics, operations, and technology teams to translate business needs into scalable product outcomes.
The ideal candidate brings strong product ownership discipline, customer engagement knowledge, analytical thinking, and the ability to influence without authority in a matrixed organization. This role balances strategic thinking with hands-on execution, with accountability for backlog quality, roadmap alignment, stakeholder partnership, and delivery of measurable customer and business outcomes.
Key Responsibilities
Product Ownership & Strategy
Own a defined portfolio of CIM capabilities and maintain a roadmap aligned to business objectives.
Evaluate customer, business, and operational needs to identify opportunities for capability enhancement.
Partner with stakeholders to define and communicate product vision, priorities, and expected outcomes.
Translate business challenges into scalable, reusable product capabilities rather than one-off solutions.
Contribute to the evolution of CIM decisioning, execution, data, and measurement capabilities.
Backlog Management & Prioritization
Manage and prioritize the product backlog based on business value, customer impact, risk, effort, and dependencies.
Define epics, features, user stories, acceptance criteria, and success measures.
Make prioritization recommendations and trade-off decisions using data and business insight.
Ensure roadmap decisions support immediate business needs while advancing long-term platform goals.
Maintain backlog health, clarity, and readiness for delivery teams.
Cross-Functional Collaboration
Serve as a trusted partner to business, marketing, analytics, technology, and operations teams.
Facilitate requirement discussions, solution reviews, and backlog refinement activities.
Build alignment across stakeholders with different priorities and perspectives.
Communicate product plans, risks, dependencies, and release readiness clearly and consistently.
Support leadership and working team discussions with concise product recommendations.
Capability Design & Delivery
Collaborate with architects, engineers, analysts, and operations partners to shape scalable and configurable solutions.
Provide product guidance throughout design, build, testing, implementation, and adoption.
Ensure delivered capabilities align with customer needs, business objectives, and platform standards.
Support issue resolution by clarifying requirements, outcomes, scope, and product intent.
Identify opportunities to reduce manual work, simplify processes, and improve platform reuse.
Performance & Continuous Improvement
Define and monitor success metrics for assigned capabilities.
Analyze adoption, engagement, conversion, and operational performance to identify improvement opportunities.
Use data, experimentation, stakeholder feedback, and customer insight to inform product decisions.
Recommend enhancements that improve platform value, customer experience, and operational efficiency.
Promote continuous improvement through measurement, learning, and feedback loops.PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals.PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.Job Description

• Owns the vision and definition of the product. Serves as the voice of the Customer. Ensures the Scrum Team(s) effort is concentrated on the right priorities based on business value.
• Defines and conveys the vision to the team(s) in order to address client requirements to ensure a successful product for business objectives.
• Accountable for the creation of and the integrity of the product backlog. Prioritizes and leads grooming of the product backlog.
• Works closely with the Scrum Master(s) and development team(s), to ensure the right items are focused on during the development process. Primary point of contact for questions from the team(s) and is empowered to make decisions.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

• Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
• Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

Qualifications

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.

Preferred SkillsAccountability, Customer Solutions, Data Visualization, Prioritization, Scrum, User Experience (UX) DesignCompetenciesAgile Development, Business Acumen, Design Thinking, Effective Communications, Innovation, Interpersonal Relationships, IT Standards, Procedures & Policies, Managing Multiple Priorities, Organizational Leadership, Planning and Organizing, Solutions DevelopmentWork ExperienceRoles at this level typically require a university / college degree, with 5+ years of industry-relevant experience. Specific certifications are often required. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.EducationBachelorsCertificationsNo Required Certification(s)LicensesNo Required License(s)Pay TransparencyBase Salary: $91,000.00 - $185,900.00Salaries may vary based on geographic location, market data and on individual skills, experience, and education.Application WindowGenerally, this opening is expected to be posted for two business days from 08/07/2026, although it may be longer with business discretion.BenefitsPNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include: medical/prescription drug coverage (with a 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 select programs fully paid; a robust wellness program with financial incentives.In addition, PNC generally provides the following paid time off, depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 9 occasional absence days each year, unless otherwise required by law; between 15 to 25 vacation days each year, depending on career level; and years of service.

To learn more about these and other programs, including benefits for full time and part-time employees, visitpncthrive.com.

Disability Accommodations Statement

If an accommodation is required to participate in the application process, please contact us via email at AccommodationRequest@pnc.com. Please include "accommodation request" in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call 877-968-7762 and say "Workday" for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.

Equal Employment Opportunity (EEO)

PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.

This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history.

California Residents

Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.