Experience Owner of Customer Engagement & Communications

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

Benefits offered by this job

Competitive medical, dental, vision

Retirement benefits

Maternity/paternity leave

Flexible work arrangements

Education reimbursement

Wellness programs

Job summary

Citizens Bank in Westwood, MA is seeking an Experience Owner of Customer Engagement & Communications to own the roadmap and delivery of personalized customer interactions across onboarding, activation, and ongoing lifecycle moments.

You will drive cross-functional collaboration with marketing, analytics, and product teams to optimize channels like email, SMS, push, and in-app messaging, using data to improve activation and retention.

Qualifications

• 3+ years of experience in product management, customer engagement, marketing, multi-channel communications, or a related discipline.
• Experience delivering customer-facing digital experiences and complex cross-functional initiatives.
• Strong analytical and problem-solving skills, with the ability to use customer insights and performance data to make informed decisions.
• Demonstrated ability to prioritize roadmaps and backlogs, and translate business needs into executable requirements and measurable outcomes.
• Strong communication, collaboration, and stakeholder management skills, including the ability to influence senior leaders and cross-functional partners.
• Ability to navigate ambiguity, remove obstacles, and balance strategy with execution, speed, simplicity, and quality.
• Working knowledge of Agile product development methodologies and tools such as Jira and Confluence.

Responsibilities

• Support the product vision and roadmap: Execute the vision, strategy, and prioritized roadmap for customer engagement and communication experiences, aligning investments to customer needs, business objectives, regulatory requirements, technical feasibility, and measurable outcomes.
• Lead customer communications strategy: Oversee the end-to-end development, delivery, and optimization of timely, relevant, and personalized communications across digital, mobile, email, SMS, push, online, and other channels.
• Translate insights into action: Use customer research, journey analytics, behavioral data, market insights, and performance metrics to identify opportunities, define requirements, prioritize solutions, and continuously improve the experience.
• Drive experimentation and optimization: Establish success metrics and test-and-learn strategies to improve activation, engagement, communication effectiveness, satisfaction, retention, and relationship growth.
• Lead agile delivery: Promote an agile, customer-centric mindset to improve team effectiveness, accountability, velocity, and outcomes. Create, prioritize, and refine the backlog; support agile ceremonies; remove impediments; and partner with delivery teams to ensure quality, speed, and technical integrity.
• Build cross-functional alignment: Collaborate with senior leaders and partners to align priorities, communicate progress, and influence decisions.

Skills

Product management

Customer engagement

Multi-channel communications

Analytical thinking

Roadmap prioritization

Stakeholder management

Agile mindset

Education

Bachelor’s degree

Tools

Jira

Confluence

Job description

Description

The Experience Owner of Customer Engagement & Communications supports the strategy, roadmap, delivery, and optimization of personalized customer engagement experiences across the customer lifecycle. This role shapes how Citizens communicates with customers at critical moments from onboarding and activation through ongoing engagement, relationship deepening, and retention across email, SMS, push notifications, online banking, mobile, and emerging channels.

Working across the line of business, marketing, analytics, creative, customer experience and risk, this individual translates customer and business needs into a prioritized roadmap with measurable outcomes. The Product Manager serves as the voice of the customer, balances strategic thinking with disciplined execution, and promotes an agile, test-and-learn approach that improves customer value and business performance.

Key Responsibilities

• Support the product vision and roadmap: Execute the vision, strategy, and prioritized roadmap for customer engagement and communication experiences, aligning investments to customer needs, business objectives, regulatory requirements, technical feasibility, and measurable outcomes.
• Lead customer communications strategy: Oversee the end-to-end development, delivery, and optimization of timely, relevant, and personalized communications across digital, mobile, email, SMS, push, online, and other channels.
• Translate insights into action: Use customer research, journey analytics, behavioral data, market insights, and performance metrics to identify opportunities, define requirements, prioritize solutions, and continuously improve the experience.
• Drive experimentation and optimization: Establish success metrics and test-and-learn strategies to improve activation, engagement, communication effectiveness, satisfaction, retention, and relationship growth.
• Lead agile delivery: Promote an agile, customer-centric mindset to improve team effectiveness, accountability, velocity, and outcomes. Create, prioritize, and refine the backlog; support agile ceremonies; remove impediments; and partner with delivery teams to ensure quality, speed, and technical integrity.
• Build cross-functional alignment: Collaborate with senior leaders and partners to align priorities, communicate progress, and influence decisions.

Success Measures

• Product and digital adoption
• Customer activation and engagement
• Customer satisfaction, retention, and loyalty
• Primary relationship growth and customer lifetime value

Qualifications

Required

• 3+ years of experience in product management, customer engagement, marketing, multi-channel communications, or a related discipline.
• Experience delivering customer-facing digital experiences and complex cross-functional initiatives.
• Strong analytical and problem-solving skills, with the ability to use customer insights and performance data to make informed decisions.
• Demonstrated ability to prioritize roadmaps and backlogs, and translate business needs into executable requirements and measurable outcomes.
• Strong communication, collaboration, and stakeholder management skills, including the ability to influence senior leaders and cross-functional partners.
• Ability to navigate ambiguity, remove obstacles, and balance strategy with execution, speed, simplicity, and quality.
• Working knowledge of Agile product development methodologies and tools such as Jira and Confluence.

Preferred

• Bachelor’s degree.
• Experience in financial services, fintech, or digital consumer products.
• Experience with onboarding, activation, retention, lifecycle management, personalization, journey orchestration, or customer communications platforms.
• Experience designing and measuring experiments to improve customer and business outcomes.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Monday - Friday 8-5 In the Westwood MA office 4 days 1 day from home.

Pay Transparency

The salary range for this position is $125,000 - $180,000 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 .

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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.