Customer experience manager Jobs in Pittsburgh, PA

Job Profile

Position Overview

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 companys success. As a Business Analytics Manager within PNC's Marketing organization, you will be based in Pittsburgh, PA, Portage, MI, or Cleveland, OH.

As a Business Analytics Manager on the Customer Management team in Marketing, you will be responsible for leading the team that creates targeted audiences for direct marketing campaigns across email, direct mail, and outbound calling. Youll coach a group of analysts who develop and quality assess the audience files from a number of different data sources which includes Teradata, Hadoop, mainframe, etc. using SAS and SQL, while guiding the teams transition to Python. Youll partner closely with Marketing Strategy owners to translate campaign objectives into precise audience criteria, uphold regulatory suppressions/exclusions, and make quick, sound prioritization recommendations when timelines compete.

What youll do:
Lead & coach the audience development team in day to day list building, criteria translation, and quality control; provide 1:1 mentoring, clear expectations, and continuous feedback.
Translate strategy into executable audience logic: collaborate with Growth/Strategy partners to finalize criteria and confirm feasibility and timing.
Be the SME on regulatory suppressions & exclusions (e.g., Do Not Call, CAN SPAM, privacy controls); consult early and decisively to keep campaigns compliant and aligned to policy.
Drive process excellence: SLAs, QC checklists, peer reviews, and release steps to reduce cycle time and errors; standardize documentation.
Modernize the stack: steward the move from SAS/SQL to Python for reproducible pipelines and testing; champion code standards, version control, and automation.
Continuously improve: monitor technology/privacy updates and evolve audience logic and suppressions.

Preferred Qualifications:
5+ years of experience with one or more programming languages (e.g., Python, Java, C#, or SQL) with the ability to develop, debug, and maintain code.
Previous awareness and exposure to Marketing.
Strong communication skills with the ability to lead a team and work with internal partners.
Ability to assess situations and make recommendations and decisions for the team regarding the work at hand.
Process oriented - strong process orientation by ensuring team adherence to established procedures and proactively identifying opportunities for process improvement. 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

• Manages the development, implementation and support of business analytics initiatives and projects. Leads a team of Business Analytics Consultants and may manage managers.
• Identifying, sizing, planning and prioritizing opportunities for processes or performance management through analytics.
• Assessing the scope and resources required of various analytics projects to define necessary resources.
• Manage key performance metrics and communicate operational challenges.
• Monitoring and communicating key performance metrics and operational challenges.

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.

PNC also has fundamental expectations of our people managers. As a manager of talent in PNC, you will be expected to:

• Include Intentionally - Cultivates diverse teams and inclusive workplaces to expand thinking.
• Live the Values - Role models our values with transparency and courage.
• Enable Change - Takes action to drive change and innovation that will transform our business.
• Achieve Results - Takes personal ownership to deliver results. Empowers and trusts others in decision making.
• Develop the Best - Raises the bar with every talent decision and guides the achievement of all employees and customers.

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 Skills

Analytical Thinking, Business Intelligence (BI), Concept Development, Data-Driven Decision Making, Data Integration, Market Research, Performance Metrics, Qualitative Research, Strategic Planning

Competencies

Analytical Thinking, Business Analytics, Decision Making and Critical Thinking, Effective Communications, Emerging Technologies, Organizational Savvy and Politics

Work Experience

Roles at this level typically require a university / college degree, with 5+ years of industry-relevant experience. At least 3 years of prior management experience is typically required. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Education

Bachelors

Certifications

No Required Certification(s)

Licenses

No Required License(s)

Pay Transparency

Base Salary: $65,000.00 $158,700.00 Salaries may vary based on geographic location, market data and on individual skills, experience, and education. This role is incentive eligible with the payment based upon company, business and/or individual performance.

Application Window

Generally, this opening is expected to be posted for two business days from 01/06/2026, although it may be longer with business discretion.

Benefits

PNC 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, visit pncthrive.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.