Experience Owner I

Citizens Bank; Johnston (RI); On-site; USD 110,000 - 140,000; Full time

Job summary

Citizens Bank is seeking an Experience Owner I to collaborate with business, technology and analytics partners to prioritize and deliver on the strategic vision of new Home Equity products and services. The EO1 will drive agile delivery, help implement product roadmaps, and focus on maximizing the customer experience value.

This role emphasizes a digital‑first mindset, customer-centric decisions, and cross‑functional leadership across neighborhoods to grow and improve product outcomes.

Qualifications

• 7+ years in product development, marketing, strategy, or digital roles.
• Experience implementing strategies with OKRs.
• Ability to collaborate with team members to develop new ideas & solve problems within Neighborhood/Town domain.
• Knowledge of agile approaches and design thinking, plus front-to-back process reengineering.
• Experience delivering technical solutions to functional challenges.
• Strong procedures/technologies to resolve business issues.
• Ability to synthesize data/research across business and external market to drive product development.
• Strong storytelling and requirements analysis for detailed models and documentation.

Responsibilities

• Own and execute the Home Equity product roadmap, translating strategic goals into prioritized features, user stories, and acceptance criteria.
• Partner with Technology, Operations, Risk, Compliance, Legal, Analytics, and Vendor teams to deliver customer‑focused solutions.
• Lead backlog management, prioritization, and agile delivery processes to maximize customer and business value.
• Analyze customer feedback, operational performance, market trends, and business metrics to identify opportunities for product enhancement.
• Drive continuous improvement across Home Equity customer journeys, including application, decisioning, closing, servicing, and digital experiences.
• Monitor and communicate product performance, roadmap progress, risks, and key outcomes to stakeholders and leadership.
• Support product launches, testing, change management, and post‑implementation measurement.
• Serve as a key contributor and leader within agile teams, fostering collaboration, innovation, and execution excellence.

Job description

Description

The Experience Owner I (EO1) collaborates with business, technology, and analytics partners to prioritize and deliver on the strategic vision of new products & services. The EO1 will help with the implementation of product roadmaps and capabilities to support business and customer needs. The EO1 will use agile methodologies across product teams to drive the continued transformation from a project-based to a product-based organization focused on maximizing the value of the customer experience.

The EO1 will use a collaborative approach and "digital-first" mindset to help Citizens create and implement innovative products and solutions.

Finally, the EO1 will identify trends in the external marketplace to ensure adoption of the product, and that the product is designed with the customer in mind. In collaboration with the neighborhood lead, the EO1 will also co‑develop the roadmap for continuous growth and improvement of product outcomes and customer experience.

Primary responsibilities include

• Own and execute the Home Equity product roadmap, translating strategic goals into prioritized features, user stories, and acceptance criteria.
• Partner with Technology, Operations, Risk, Compliance, Legal, Analytics, and Vendor teams to deliver customer‑focused solutions.
• Lead backlog management, prioritization, and agile delivery processes to maximize customer and business value.
• Analyze customer feedback, operational performance, market trends, and business metrics to identify opportunities for product enhancement.
• Drive continuous improvement across Home Equity customer journeys, including application, decisioning, closing, servicing, and digital experiences.
• Monitor and communicate product performance, roadmap progress, risks, and key outcomes to stakeholders and leadership.
• Support product launches, testing, change management, and post‑implementation measurement.
• Serve as a key contributor and leader within agile teams, fostering collaboration, innovation, and execution excellence.

Qualifications, Education, Certifications and/or Other Professional Credentials

Required Qualifications

• 7+ years of experience in product development, marketing, strategy, digital, process/user interface design.
• Proven experience implementing strategies by setting realistic OKRs.
• Ability to facilitate collaboration with team members to develop new ideas & solve problems within Neighborhood/Town domain.
• Knowledge of agile approaches (e.g., XP, Kanban, Crystal, FDD) as well as design thinking and front-to-back process reengineering and automation.
• Experience providing technical solutions to functional challenges.
• Consistently applies current procedures and technologies to resolve business issues.
• Knowledgebase of relevant products/services which is broad, current and technology focused.
• Ability to link and synthesize data and research across the business and external market to drive product development and enable digitization.
• Producing detailed functional and information requirements models and documentation, including strong story telling expertise to ensure impact and buy in.
• Training teams’ requirements analyses and quality reviews.

Required Competencies

• Focus on the Customer (customer orientation)
• Unlock Potential (management development)
• Drive Outcomes (execution)
• Innovation
• Technical Excellence / Products & Services (extensive and current knowledge of relevant product(s))
• Agile Methodologies
• Requirements Analysis (e.g., design thinking)
• Strategic Thinking
• Collaboration

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Monday - Friday

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.