Senior Communications & CX Product Manager

DIANE ELLEN KIFER

Elkton MD 302-***-**** ********@*****.***

https://www.linkedin.com/in/diane-kifer-38a3524/

SUMMARY

A forward-thinking and highly adaptable senior communications manager specializing in product management and customer experience. Leverages a proven track record in customer experience improvement, process enhancement, regulatory compliance, marketing operations, creative development, team leadership, customer journey mapping, root cause analysis, and campaign management. Adept at managing critical marketing tools, digital platforms management, and implementing changes to disclosures, terms and conditions, and updates to benefits. Proficient in identifying business risks and areas of opportunity and developing process improvements to drive results. Articulate communicator and champion of high-performance cross-functional teams that consistently outperform target goals and make a substantial bottom-line impact.

EXPERIENCE

BREAD FINANCIAL Chadds Ford, PA

Customer Experience Product Manager July/2024-April 2025 Represented the CX team for all new business initiatives to include new partner/product launches, internal/external launches and upgrades to identify any potential pain points causing dissatisfaction. Using insights through various listening posts to define and drive to a seamless customer experience across all channels/journeys. Partnered with key business partners to prioritize and implement best in class omni channel experience.

• Successfully managed customer experience monitoring, daily/weekly dashboard development and distribution reporting customer insights and metrics for the largest conversion for the company

• Developed and documented best practices for creation of Digital Welcome Kit through partnership with the internal UX team

• Partnered with operations support to address all customer escalated cases to ensure full resolution

• Monitored customer feedback through Decibel, Medallia and Nice Nexidia to understand customer friction points along with monitoring Adobe Analytics metrics across journeys

• Collaborated with Marketing partners to develop and implement communications to ensure all points relevant to customer were clear

PNC FINANCIAL SERVICES Wilmington, Delaware

Communications Product Manager

February 2020- December 2023

Served as primary point of contact for all communication initiatives for credit card products (consumer and business). Managed and implemented required changes to disclosures, terms and conditions, and updates to Visa Guide to Benefits. Executed required Prime Rate updates to over 300 customer-facing documents for six Prime Rate changes, including care center verbal disclosures, account opening disclosures, web disclosures, and PDF applications, ensuring compliance with all required deadlines and submitting any needed purchase orders for printing and shipping of account opening disclosures. Developed end-to-end procedural documentation, which did not exist.

• Successfully executed quarterly submissions of credit card agreements to CFBP to ensure compliance with regulatory requirements and ensured digital platform was updated with appropriate effective dates.

• Developed procedural documentation to meet control practices.

• Creative development work shifted from internal creative agency to external creative / print vendor; partnered with vendor to develop process for engaging vendor, as well as guides / documents needed for work.

• Educated 15 Credit Card Product Managers on process.

• Managed implementation of various statement messages as needed to advise customers of changes to their specific credit card product, including development of messages, as well as securing Legal / Compliance approval and managing timeline of implementation with operational partners. BARCLAYCARD US Wilmington, Delaware

Aprimo Product Manager January 2018- February 2020 Managed the single most critical tool in Marketing, delivering creative / copy controls. Supported over 150 users and over 3,500 system inputs with Aprimo solutions. Built new flows and streamlined to accommodate changes to process. Delivered 30% savings through renegotiating vendor multi-year contracts. Collaborated with Aprimo tech team to resolve defects and drive improvements. Developed training guides and communication of enhancements and facilitated training sessions for new users.

• Partnered with control team to perform annual user recertification. Diane Ellen Kifer, Page 2

• Teamed with new lines of businesses to bring them into use of tool, which included understanding any nuances to their business needs as well as building unique flows to align with those needs. BARCLAYCARD US Wilmington, Delaware

Customer Journey Manager November 2015- January 2018 Facilitated customer journey mapping sessions across enterprise to identify areas of opportunity to eliminate / reduce pain points in customer experience / journey. Partnered with individual lines of businesses to develop course of action to address newly identified improvement opportunities. Collaborated with operations to assess complaints, NPS, and JD Power data to identify pain points for customers.

• Performed deep dive analysis of complaints and calls to find root causes.

• Developed and modified procedural documents in collaboration with business areas.

• Built repository to house all newly created journeys as well as corresponding procedural documents. CHASE CARD SERVICES Wilmington, Delaware

Acquisitions and Control Marketing Manager April 2014-November 2015 Researched and subsequently provided responses to customer complaints, pertaining to Acquisition offers, submitted to CFBP. Identified customer experience improvement opportunities via complaint analysis. Collaborated cross-functionally and implemented enhancements in acquisitions (e.g., mailings) to foster clarity and transparency for customers. Developed control requirements and procedure documentation with regards to in-person sales to be within corporate requirements.

• Served as primary marketing privacy contact for all privacy notifications and budget management to include Federal and California privacy notifications.

• Addressed customer issues in collaboration with corporate privacy group.

• Identified process improvements for privacy notification process and created procedural documentation around changes to process.

CHASE CARD SERVICES Wilmington, Delaware

Rewards Business Process Lead March 2011- April 2014 Oversaw management of two vendors who supported Rewards Platform. Maintained Key Performance Indicators (KPIs) scorecards for two vendors, reporting any miss in KPI to leadership. Performed deep dive into KPI, specifically any missed SLAs that were missed, to determine what caused failure. Partnered with cross-functional team to triage issues or outages that occurred on Rewards Platform to correct issue and subsequently address with vendor through root cause write-up.

• Performed self-assessment testing and implementation of additional controls.

• Worked within Phoenix system to document self-assessment results.

• Assessed possible risks and developed strategic action plans to address them.

• Coordinated on-time procedure recertification process for rewards.

• Reviewed and analyzed customer feedback for trends and action plans to remediate.

• Performed root cause analysis within complaint repository. CHASE CARD SERVICES Wilmington, Delaware

Digital Channel Business Team Leader June 2010-March 2011 Coordinated deactivation and simultaneous re-launch of 300 Internet pages / applications to meet ASAC regulatory requirements. Led campaign management team through execution of marketing strategies for all acquisitions’ solicitations, using Internet, email, and alternative media channels. Led campaign management team through identification, development, and implementation of automation efforts, resulting in higher quality, freed capacity, and improved productivity.

• Mentored, monitored, and assessed team’s performance, providing feedback and guidance.

• Worked with each direct report to identify and document key development opportunities for career growth.

• Partnered with channel marketing to develop and execute new capabilities to drive additional revenue, ensuring all impacted stakeholders could support functionality prior to roll-out. Diane Ellen Kifer, Page 3

ADDITIONAL EXPERIENCE

MBNA AMERICA, Wilmington, Delaware, Fulfillment Section Manager-Loyalty Marketing, MBNA America, 2004-2005. MBNA AMERICA, Wilmington, Delaware, Direct Mail Section Manager-Loyalty Marketing, MBNA America, 2002-2004. MBNA AMERICA, Wilmington, Delaware, Marketing Manager-Credit Protection, MBNA Insurance Services, 2001-2002. EDUCATION

UNIVERSITY OF DELAWARE, Newark, Delaware

Elementary Education

PROFESSIONAL DEVELOPMENT

Digital Marketing Certification (Thinkful University) Business Writing (Udemy)

COMPUTER SKILLS

Aprimo Digital Asset Management Software

• Microsoft Project

• Jira Issue Tracking Software

• Archer Control Software

• Blueworks Process Mapping

• Esri Mapping Software

• Adobe Professional

• Microsoft Office Systems

• CFBP Portal

• Phoenix Issue Tracking System

• Nice Nexidia Software

• Medallia Software

• Adobe Analytics

PROFESSIONAL MEMEBERSHIPS

• Co-President Women’s Initiative Network (ERG) Chase

• Steering Committee Leader for Women’s Network (ERG) Barclays

• Leader on the ERG Council for Barclays

• Former Board Member of YWCA Home Life Center, Wilmington DE (Resource Committee Leader)

Contact this candidate