Sr Analyst, CRM Product Management at Webster Bank in Southington, Connecticut

Job Description:

Job Description



If you're looking for a meaningful career, you'll find it here at Webster. Founded in 1935, our focus has always been to put people first--doing whatever we can to help individuals, families, businesses and our colleagues achieve their financial goals. As a leading commercial bank, we remain passionate about serving our clients and supporting our communities. Integrity, Collaboration, Accountability, Agility, Respect, Excellence are Webster's values, these set us apart as a bank and as an employer.


Come join our team where you can expand your career potential, benefit from our robust development opportunities, and enjoy meaningful work!


As Senior Analyst, CRM Product Management you will collaboratively partner to advance the Consumer and Business Banking Salesforce customer relationship management (CRM) platform. This role will assist in defining CRM product strategy and user experience to deliver reliable, competitive and innovative digital client and colleague solutions. The primary focus of this role is to assist in driving profitability and efficiency by designing and executing on CRM strategies that enable revenue growth, client retention, colleague efficiency and align with the bank's long range planning objectivesthat you will collaboratively deliver in partnership with IT and others.


The primary focus of this role is to assist in driving profitability and efficiency by designing and executing on CRM strategies primarily in Salesforce that enable revenue growth, client retention, colleague satisfaction and align with the bank's long range planning objectives that you will collaboratively deliver in partnership with IT and others. Key responsibilities include:

• 
  Lead Salesforce CRM enhancement requirements discovery and documentation, solution design, user story writing, feature development, and user acceptance testing.
  


• Support IT & Business Product Owners across Salesforce and other relevant agile teams to perform LOB tasks and advocate for LOB priorities.


• Partner with IT to assist in managing the Salesforce roadmap and backlog, ensuring capabilities are delivered on time and per expectation.


• Implement new processes, capabilities, or innovation that drives improved operational efficiencies.


• Act as a primary point of contact for colleagues on Salesforce issue troubleshooting and reporting & dashboard functions.


• Gather requirements during UX design sessions to complete user/task analysis, journey-mapping and assist in the product design.


• Track relevant key performance indicators to identify opportunities for improvement.


• Assist in the change management process and platform adoption by partnering to deliver communications and training on product introductions and/or enhancements to both colleagues and clients.


• Maintain updated documentation on Salesforce releases as reference material for colleagues/partners.


• Ensure compliance with all regulations, policies, and procedures.


• Stay abreast of Salesforce platform advancements to understand how they can be fully leveraged by Webster.

Skills and Experience

• 3+ years CRM product management experience or equivalent work experience


• Bachelor's Degree in Business, Technology or equivalent in related work experience


• Experience with Salesforce CRM technology: extensive use and/or administration (certified or trailblazer)


• Strong knowledge of Agile principles, practices, and frameworks, particularly Scrum and Kanban.


• Experience working with cross-functional Agile teams comprised of Developers, Quality Assurance, Business Analysts, UX and other roles.


• Ability to effectively problem-solve


• Strong analytical skills and experience developing and reporting on key performance indicators


• Effective communications and collaboration skills, both written and verbal


• Excellent project management and organizational skills


• Accountability and drive to achieve results

Preferred Qualifications

• Experience in the banking or financial services sector, with an understanding of CRM, core banking technology systems and processes.


• Experience with Salesforce Financial Services Cloud and Marketing Cloud (certified or trailblazer).


• Experience with tools such as Jira, Confluence, and other Agile project management software.

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The estimated salary range for this position is $58,000.00 to $97,000.00. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.


All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. Apply Now