Experience Owner I Account Servicing

Citizens Bank; Johnston (RI); On-site; USD 125,000 - 180,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Retirement benefits

Flexible work arrangements

Education reimbursement

Job summary

Citizens Bank is seeking an Experience Owner I to partner with business, operations, technology, compliance, and analytics to deliver a digital-first servicing experience. You will help define requirements, maintain the backlog, and drive end-to-end product capabilities across onboarding, money movement, maintenance, and workflows.

The role emphasizes collaboration with stakeholders, measurement of outcomes, and alignment with customer needs and business objectives within an agile framework.

Qualifications

• 5+ years of experience supporting product delivery, business analysis, or process improvement within financial services or wealth management.
• Experience with account servicing, money movement, client maintenance, operational workflows, and integration with custodial and wealth management platforms.
• Working knowledge of Agile methodologies, design thinking, and process automation to improve customer and operational outcomes.

Responsibilities

• Develop and maintain a product roadmap aligned with customer needs and strategic goals.
• Convert high-level vision into detailed requirements and acceptance criteria.
• Maintain and prioritize the product backlog with the Neighborhood Lead to deliver highest value capabilities.
• Collaborate with agile delivery teams to ensure on-time delivery with quality standards.
• Analyze customer feedback and metrics to identify process improvements and automation opportunities.
• Translate business objectives into actionable requirements and support end-to-end capability delivery.
• Monitor delivery progress, metrics, and risks, communicating to stakeholders.
• Lead agile team activities, empower members, and support Scrum practices.

Skills

Account servicing

Agile methodologies

Product delivery

Stakeholder collaboration

Jira

Confluence

Education

Bachelor’s degree

Tools

Jira

Confluence

Job description

Description

The Experience Owner I (EO1) for Account Servicing partners with business, operations, technology, compliance, and analytics teams to deliver a seamless, digital first servicing experience. The EO1 supports the execution of the product roadmap, prioritizing capabilities that improve onboarding efficiency, reduce manual effort, strengthen compliance, and enhance the advisor and client experience.

Working within agile teams, the EO1 helps define requirements, prioritize work, and deliver solutions that streamline the end-to-end account servicing journey, including maintenance requests, money movement, client updates, and operational workflows. The EO1 collaborates with stakeholders to drive continuous improvement, measure outcomes, and ensure product decisions align with customer needs and business objectives.

The EO1 also monitors industry trends, regulatory changes, and emerging technologies to identify opportunities for innovation. In partnership with the Neighborhood Lead, the EO1 contributes to the Account Servicing roadmap and supports the delivery of measurable business, operational, and customer outcomes.

Responsibilities:

• Develop and maintain a product roadmap, ensuring priorities align with customer needs, business objectives, and strategic goals.
• Convert high-level vision into detailed requirements and acceptance criteria, ensuring the delivery meets quality, scope, and value standards.
• Maintain and prioritize the product backlog, working with the Neighborhood Lead, to deliver the highest value capabilities first.
• Collaborate closely with agile delivery teams to ensure solutions are delivered on time, meet quality standards, and achieve intended business outcomes.
• Analyze customer feedback, operational metrics, and industry trends to identify opportunities for process improvement, automation, and enhanced user experiences.
• Translate business objectives into actionable requirements and support the delivery of end-to-end product capabilities.
• Monitor delivery progress, product metrics, and team performance indicators, communicating status, risks, and outcomes to stakeholders.
• Serve as key leader on agile team(s):
  • Empower pod members to continuously learn and a grow
  • Prioritize work against clearly defined outcome-oriented goals, metrics and OKRs.
  • Support an agile mindset across internal teams to drive the transition to a customer-centric organization.
  • Provide oversight to ensure alignment with agile/scrum practices.
  • Participate in scrum of scrums ceremony aiding in impediment removal and owning applicable tasks.
  • Provide feedback to pod members on performance, and work with the Scrum Master to evaluate the performance of the Pod and its members.
• Lead large scale product demo or reviews. Participate in prototypes development, assist with data provisioning, and perform analytics around usage, behavioral/transactional and technical data.

Required Experience:

• 5+ years of experience supporting product delivery, business analysis, or process improvement within financial services or wealth management.
• Experience with account servicing, money movement, client maintenance, operational workflows, and integration with custodial and wealth management platforms.
• Working knowledge of Agile methodologies, design thinking, and process automation to improve customer and operational outcomes.
• Experience partnering with business, operations, technology, compliance, and third-party vendors to deliver solutions.
• Strong problem-solving skills with the ability to translate business needs into effective technology solutions.
• Strong communication and collaboration skills, with the ability to influence stakeholders and build alignment across teams.
• Experience using Agile delivery tools such as Jira and Confluence.
• Analytical mindset with the ability to leverage data and metrics to support prioritization and continuous improvement.
• Customer focused with a passion for delivering innovative, digital first experiences.
• Demonstrated ability to work effectively in team environments, navigate ambiguity, and adapt to changing priorities.

Required Competencies:

• Customer Orientation
• Agile Methodologies
• Innovation
• Execution and Outcome Focus
• Technical Excellence
• Requirements Analysis
• Collaboration and Team Leadership

Preferred Experience

• Bachelor’s degree
• Experience in financial services
• Experience establishing risk-based controls within a highly regulated environment

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

Pay Transparency

The salary range for this position is $125,000 - $180,00 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factorsincluding 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, https://jobs.citizensbank.com/benefits.

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.