CIAM Platform Delivery Lead: Passwordless Identity

Citizens

Westwood (MA)

Hybrid

USD 142,000 - 185,000

Full time

14 days+

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Benefits offered by this job

Medical, dental, and vision coverage

Retirement benefits

Flexible work arrangements

Education reimbursement

Wellness programs

Job summary

Citizens is seeking a Product Manager for Customer Identity & Authentication to lead delivery of a next-generation CIAM platform across mobile, digital, and branch channels. You will drive OTP consolidation, risk-based authentication, and passkeys adoption, partnering with Security, Fraud, Digital, and Technology to balance security with customer experience and growth.

You will own the roadmap, establish enterprise authentication standards, track KPIs like conversion and fraud reduction, and

Qualifications

7+ years in product management, platform delivery, or identity/authentication/fraud domains.
Proven experience leading enterprise-scale platform transformations, ideally CIAM or authentication modernization initiatives.
Strong expertise in modern authentication technologies (passkeys/FIDO2, biometrics, MFA, device intelligence, identity verification).
Experience delivering risk-based or adaptive authentication and integrating fraud/risk signals into customer journeys.
Deep understanding of CIAM principles, identity orchestration, and omnichannel customer journeys.
Experience driving OTP consolidation or authentication platform rationalization strongly preferred.
Expertise in Agile delivery (SAFe, Scrum, Kanban) at scale.
Strong executive communication skills, with ability to translate identity strategy into business outcomes.
Demonstrated ability to lead cross-functional teams and influence without authority.
Experience defining and managing KPIs tied to business outcomes (conversion, fraud reduction, CX improvement).
Ability to balance security, customer experience, and operational efficiency in authentication design.
Experience with AI/analytics-driven identity or fraud capabilities preferred.

Responsibilities

Lead delivery of a centralized CIAM platform, consolidating fragmented authentication and identity verification capabilities across mobile, digital, contact center, and branch channels.
Drive OTP and authentication consolidation strategy, reducing redundancy, improving reliability, and enabling consistent customer experience across journeys.
Define and execute the roadmap for modern, passwordless and risk-based authentication, including passkeys, biometrics, behavioral signals, and adaptive step-up.
Embed risk-based decisioning and AI-driven identity intelligence into authentication flows to dynamically balance security and customer friction.
Partner across Security, Fraud, Digital, and Technology to align on enterprise authentication standards and eliminate duplicative controls.
Enable omnichannel identity orchestration, ensuring identity signals persist and are leveraged consistently across customer journeys.
Own delivery outcomes and adoption, ensuring scalable implementation, operational readiness, and measurable business impact.
Establish enterprise authentication standards and governance, preventing future fragmentation and ensuring consistency across all channels and products.
Track and optimize core business KPIs, including authentication success rates, step-up rates, fraud losses, customer friction, and conversion lift.