Experience Owner I Account Servicing

Citizens; Westwood (MA); On-site; USD 125,000 - 180,000; Full time

Job summary

Citizens in Westwood, MA seeks an Experience Owner I to partner with business, operations, technology, compliance and analytics to deliver a digital-first servicing experience that improves onboarding efficiency, reduces manual effort, and strengthens client outcomes.

The EO1 will shape the product roadmap, translate vision into detailed requirements, manage backlogs, and guide agile teams to optimize maintenance requests, money movement, client updates, and operational workflows.

Qualifications

• 5+ years of experience in product delivery, business analysis, or process improvement in financial services or wealth management.
• Experience with account servicing, money movement, client maintenance, and operational workflows.

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.
• Collaborate with agile delivery teams to ensure timely, high-quality delivery and value realization.
• Analyze customer feedback and metrics to identify process improvements and automation opportunities.
• Translate business objectives into actionable requirements for end-to-end capabilities.
• Monitor delivery progress, metrics, and risks; communicate status to stakeholders.
• Lead large scale product demos or reviews and participate in prototype development.

Skills

Agile Methodologies

Requirements Analysis

Collaboration & Leadership

Customer Orientation

Innovation

Execution & Outcome Focus

Technical Excellence

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 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.