Experience Owner I

Citizens; Westwood (MA); Hybrid; USD 125,000 - 140,000; Full time

Job summary

Citizens is seeking an Experience Owner I for its Consumer Credit Card team. You will lead end-to-end product delivery, translating strategy into actionable roadmaps, user stories, and measurable outcomes. Collaborate with business, technology, analytics, and vendor partners to drive growth and customer engagement.

The role emphasizes customer-centric design and continuous improvement, requiring strong communication and cross-functional influence across multiple levels of the organization.

Qualifications

• 7+ years of experience in product management, product development, digital experience, strategy, marketing, process design, or related disciplines.
• Demonstrated experience developing and executing product roadmaps.
• Experience working within Agile product delivery environments.
• Proven ability to translate strategy into actionable requirements and measurable outcomes.
• Strong stakeholder management, presentation, and communication skills.
• Experience developing business requirements, user stories, acceptance criteria, and backlog prioritization.
• Ability to leverage customer insights, business data, and market research to drive product decisions.
• Strong analytical, problem-solving, and decision-making skills.
• Experience working across cross-functional teams to deliver complex initiatives.

Responsibilities

• Partner with business and technology leaders to define and execute product roadmaps that support Consumer Credit Card growth and customer engagement strategies.
• Translate business objectives into prioritized product backlogs, detailed requirements, user stories, and acceptance criteria.
• Collaborate with agile teams to deliver high-quality solutions that improve customer experiences and business outcomes.
• Analyze product, customer, and operational data to inform roadmap priorities, measure success, and identify opportunities for optimization.
• Communicate product vision, priorities, progress, and tradeoffs to stakeholders across multiple levels of the organization.
• Drive alignment across business, technology, analytics, operations, risk, and vendor partners.
• Gather and incorporate market, customer, and competitive insights into product strategy and solution design.
• Lead product reviews, demonstrations, backlog refinement activities, and roadmap discussions.
• Support continuous improvement efforts through customer-centric design, process optimization, and digital innovation.
• Promote a collaborative team culture that encourages innovation, accountability, and thought leadership.

Skills

Product management

Agile delivery

Stakeholder mgmt

Requirements gathering

Data analysis

Cross-functional

Communication skills

Prioritization

Decision making

Tools

TSYS TS2

Job description

Experience Owner I - Consumer Credit Card

Work Authorization

This role is not eligible for visa sponsorship. Applicants must be authorized to work in the United States without sponsorship now or in the future.

At Citizens, we're building customer-centric experiences that drive engagement, growth, and long-term relationships. As an Experience Owner I within our Consumer Credit Card organization, you will help shape and deliver innovative products, capabilities, and experiences that support our strategic growth objectives.

This role is ideal for a product professional who combines a passion for creating exceptional customer experiences with the technical acumen required to drive end-to-end delivery across complex, cross-functional environments. You will partner closely with business, technology, analytics, operations, and external vendor teams to translate strategic goals into product roadmaps, actionable requirements, and measurable outcomes.

What You'll Do

• Partner with business and technology leaders to define and execute product roadmaps that support Consumer Credit Card growth and customer engagement strategies.
• Translate business objectives into prioritized product backlogs, detailed requirements, user stories, and acceptance criteria.
• Collaborate with agile teams to deliver high-quality solutions that improve customer experiences and business outcomes.
• Analyze product, customer, and operational data to inform roadmap priorities, measure success, and identify opportunities for optimization.
• Communicate product vision, priorities, progress, and tradeoffs to stakeholders across multiple levels of the organization.
• Drive alignment across business, technology, analytics, operations, risk, and vendor partners.
• Gather and incorporate market, customer, and competitive insights into product strategy and solution design.
• Lead product reviews, demonstrations, backlog refinement activities, and roadmap discussions.
• Support continuous improvement efforts through customer-centric design, process optimization, and digital innovation.
• Promote a collaborative team culture that encourages innovation, accountability, and thought leadership.

Ideal Candidate

We're looking for someone who is passionate about building customer-oriented solutions while bringing the technical knowledge and business acumen needed to deliver impactful products.

Successful candidates will:

• Be highly collaborative while confidently advocating for customer and business needs.
• Communicate clearly and effectively with stakeholders at all levels of the organization.
• Demonstrate strong organizational skills and the ability to manage multiple priorities simultaneously.
• Create alignment across diverse teams and influence outcomes without direct authority.
• Foster an environment of open communication, innovation, and continuous improvement.
• Balance strategic thinking with hands-on execution.

Required Qualifications

• 7+ years of experience in product management, product development, digital experience, strategy, marketing, process design, or related disciplines.
• Demonstrated experience developing and executing product roadmaps.
• Experience working within Agile product delivery environments.
• Proven ability to translate strategy into actionable requirements and measurable outcomes.
• Strong stakeholder management, presentation, and communication skills.
• Experience developing business requirements, user stories, acceptance criteria, and backlog prioritization.
• Ability to leverage customer insights, business data, and market research to drive product decisions.
• Strong analytical, problem-solving, and decision-making skills.
• Experience working across cross-functional teams to deliver complex initiatives.

Preferred Qualifications

• Experience within credit card, consumer lending, banking, fintech, or payments organizations.
• Knowledge of TSYS (TS2) or similar card servicing platforms.
• Experience working with APIs and integrated digital platforms.
• Familiarity with customer engagement, servicing, rewards, or digital card experiences.
• Experience driving customer-focused digital transformation initiatives.

Work Schedule & Location

This is a hybrid position requiring on-site presence four days per week and remote work one day per week.

Applicants who are commutable to any of the following Citizens hub locations are encouraged to apply:

• Connecticut: New Haven
• Delaware: Newark
• Iowa: Coralville
• Maryland: West Bethesda
• Massachusetts: Boston, Medford, Westwood
• Michigan: Southfield
• New Jersey: Mount Laurel, Short Hills
• New York: Albany, Syracuse, Tarrytown
• Ohio: Mason, Cleveland, Toledo
• Pennsylvania: Pittsburgh, Harrisburg, Philadelphia
• Rhode Island: Providence, Johnston
• Texas: Irving
• Virginia: Glen Allen

Pay Transparency

The salary range for this position is $125,000- $140,000 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the budget, 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 every local and state jurisdiction in the United States. For an overview of our benefits, visit

https://jobs.citizensbank.com/benefits

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.

09/26/2026