Experience Owner - Fraud Alerts & Case Management

Citizens; Glen Allen (VA); Hybrid; USD 130,000 - 155,000; Full time

Benefits offered by this job

Competitive pay

Medical, dental and vision coverage

Retirement benefits

Maternity/paternity leave

Job summary

Citizens is seeking an Experience Owner to lead the Oak platform, driving the vision, roadmap, and backlog while partnering with Fraud, Risk, Compliance, Analytics, and Technology to deliver measurable business and customer outcomes.

You will own the platform roadmap, prioritize enhancements, and guide agile delivery, influencing stakeholders and enabling fraud operations to evolve with improved alerts, investigations, and case management.

Qualifications

• 7+ years of experience in Product Management, Product Ownership, Experience Ownership, or Digital Strategy.
• Experience owning product roadmaps, priorities, and delivery outcomes within consumer banking.
• Strong Agile product delivery experience.
• Excellent communication, influence, and stakeholder management skills.
• Experience in Fraud Alerts, Fraud Operations, Fraud Detection, Fraud Investigations, Fraud Case Management, AML/Financial Crimes Technology, Payments Risk.

Responsibilities

• Own the vision, roadmap, and backlog for the Oak platform.
• Improve fraud alert handling, investigation workflows, and case management capabilities.
• Partner across Fraud, Operations, Risk, Compliance, Analytics, and Technology teams.
• Prioritize platform enhancements based on user needs, business value, and operational impact.
• Drive workflow optimization, automation, and continuous improvement.
• Communicate strategy, priorities, and outcomes to stakeholders and senior leaders.

Skills

Product management

Roadmap ownership

Agile delivery

Stakeholder management

Cross-functional collaboration

Education

CBAP/CSPO

PMP

Job description

Description

*** While Citizens may sponsor employment visas for select positions, this role is not eligible for sponsorship. Candidates must have unrestricted authorization to work in the United States without sponsorship now or in the future.

Help Shape the Future of Fraud Management at Citizens

Citizens is seeking an Experience Owner to lead the evolution of Oak, our next-generation Fraud Alerts & Case Management platform.

Oak is at the center of Citizens' Fraud Redesign initiative and is transforming how fraud alerts are identified, investigated, and resolved across the enterprise.

In this role, you'll own the product vision, roadmap, and priorities while partnering closely with Fraud Operations, Risk, Compliance, Analytics, and Technology teams to deliver measurable business and customer outcomes.

What You'll Do

• Own the vision, roadmap, and backlog for the Oak platform

• Improve fraud alert handling, investigation workflows, and case management capabilities

• Partner across Fraud, Operations, Risk, Compliance, Analytics, and Technology teams

• Prioritize platform enhancements based on user needs, business value, and operational impact

• Drive workflow optimization, automation, and continuous improvement

• Communicate strategy, priorities, and outcomes to stakeholders and senior leaders

What We're Looking For

• 7+ years of experience in Product Management, Product Ownership, Experience Ownership, or Digital Strategy

• Experience owning product roadmaps, priorities, and delivery outcomes within consumer banking

• Strong Agile product delivery experience

• Excellent communication, influence, and stakeholder management skills

• Experience in one or more of the following:

• Fraud Alerts

• Fraud Operations

• Fraud Detection

• Fraud Investigations

• Fraud Case Management

• AML / Financial Crimes Technology

• Payments Risk

• CBAP or CSPO certification preferred

• PMP certification a plus

Location

Hybrid (4 days onsite, 1 day remote)

Candidates must be located in or willing to commute to:

• Johnston, RI

• Pittsburgh, PA

• Glen Allen, VA

• Boston, MA

• Westwood, MA

Compensation

Pay Transparency

• The salary range for this position is $130,000 - 155,000 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the work location, and relevant skills and experience.

• We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of very local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits.

#LI-Citizens1

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth

Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.

09/25/2026