Jace Russell
Avon Lake,Ohio
Summary
Performance-driven Senior Digital Product Manager skilled in all disciplines across the product lifecycle, including product launch, promotion, development, and monitoring. Well-versed in content creation, customer satisfaction, and brand management.
Overview
9
9
years of professional experience
Work History
Senior Digital Product Manager
PNC Bank
04.2017 - Current
- Manage 291 email, text, and push notifications that provide customers with account and security information.
- Subject Matter Expert for the internal and external procedures.
- Own and maintain the analytical report to leadership which reflects roughly 200 million alerts per month being sent to customers.
- Converted nearly 2 million customer emails as part of acquisition of BBVA Bank. This conversion was key to setting new customers up with necessary security alerts in order to protect their accounts through migration.
- Worked on the redesign efforts for both desktop and mobile banking experience as well as customer alerts to make them more current and consistent as PNC modernized.
- Constant collaboration with upper management, legal, compliance, customer advocacy, 3rd party vendors such as VISA, and Lines of Business to allow for efficient product releases.
- Participating in triaging production bugs and malfunctions, adjusting development milestones and release schedules accordingly.
- Applying customer-first strategy to product development and marketing materials.
- Analyzing customer behavior as well as customer complaints to derive digital product performance insights and identify areas of potential improvement.
- Implemented Push Notification capabilities within the Mobile Application.
- Worked with multiple modernization crews to decommission old platform to prevent duplicate alerts from being triggered as we migrated to the new platform.
- Own the PNC Translation efforts where we are enhancing customer experience by making alerts capable for Spanish speaking customers.
- Converting existing alert templates onto the new Brilliantly Boring PNC design.
Education
Bachelor's degree - Industrial-Organizational Psychology, Business
Ohio University College of Arts And Sciences
Athens, OHSkills
- Certified Scrum Product Owner (CSPO)
- Analytics (Product, Consumer, Market, Adobe)
- Data-driven decision making
- JIRA, Agile and Kanban
- Tableau
- Customer Behavior Analysis
- Corporate Communications
- Client communication
- Strategic planning
- Cross functional leadership
- Product roadmapping
- Product lifecycle management
Timeline
Senior Digital Product Manager
PNC Bank
04.2017 - Current
Bachelor's degree - Industrial-Organizational Psychology, Business
Ohio University College of Arts And Sciences