Job Summary
The Program Manager will aggregate and analyze feedback from multiple listening posts—including Tell Us, client complaints, and survey programs—to identify trends, root causes, and emerging pain points. This role is primarily focused on internal feedback channels, including daily triage, escalation management, and thematic analysis. The Program Manager will work closely with senior leaders and cross-functional partners to translate insights into clear priorities and guide alignment on improvement actions. The role ensures that feedback is surfaced, prioritized, and actioned by the appropriate business, product, and technology teams. It offers broad exposure across the Private Bank, including senior leadership, product teams, and client-facing professionals.
You will convert high-volume, multi-channel feedback into prioritized opportunities that influence product and process roadmaps across the Private Bank. This role sits at the intersection of experience, product, and operations and is measured by speed-to-insight and actionability. It provides a unique opportunity to shape experience improvements by ensuring the voice of employees and clients is clearly understood and reflected in business priorities.
Job responsibilities
- Manage end-to-end internal feedback processes, including triage, escalation, and coordination with subject matter experts.
- Analyze feedback data to identify trends, root causes, and systemic pain points across employee and client journeys into a clear narrative with recommended actions.
- Synthesize insights into clear, actionable priorities and present to senior leadership and stakeholders.
- Partner with cross-functional teams (business, product, technology, service) to align on ownership and prioritization of improvements.
- Influence roadmaps and decision-making through data-driven recommendations.
- Develop and deliver reporting (weekly, quarterly, ad hoc) to provide transparency into key themes, trends, and progress.
- Connect insights across multiple listening posts to ensure a holistic view of the experience.
Required qualifications, capabilities, and skills
- Strong analytical and problem-solving skills with ability to synthesize large data sets into clear insights
- Proven ability to influence without direct authority and guide alignment across diverse stakeholders
- Passion for improving employee and client experiences through insight-driven change and for fixing broken processes
- Excellent written and verbal communication skills, including executive-level presentations
- High attention to detail and strong organizational skills
- Collaborative, team-oriented mindset with the ability to operate across functions
Preferred qualifications, capabilities, and skills
- Wealth management experience preferred
- Python proficiency to clean and streamline feedback analysis, automate trend reporting, and accelerate insight generation
- Bachelor’s degree or higher; 2-3 years of experience in related field