Fraud Alerts & Case Management Experience Owner

Citizens; Johnston (RI); Hybrid; USD 130,000 - 155,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Retirement benefits

Education reimbursement

Job summary

Citizens is seeking an Experience Owner to lead the evolution of Oak, our next-generation Fraud Alerts & Case Management platform. You will own the product vision, roadmap, and priorities while partnering with Fraud Operations, Risk, Compliance, Analytics, and Technology teams to deliver measurable business and customer outcomes.

In this role, you will drive workflow optimization, prioritise platform enhancements, and communicate strategy to stakeholders and senior leaders while ensuring

Qualifications

• 7+ years of experience in Product Management, Product Ownership, Experience Ownership, or Digital Strategy.
• Experience owning product roadmaps, priorities, and delivery outcomes within consumer banking.
• Strong Agile product delivery experience.
• Excellent communication, influence, and stakeholder management skills.
• Experience in Fraud Alerts, Fraud Operations, Fraud Detection, Fraud Investigations, Fraud Case Management, AML / Financial Crimes Technology, Payments Risk.

Responsibilities

• Own the vision, roadmap, and backlog for the Oak platform.
• Improve fraud alert handling, investigation workflows, and case management capabilities.
• Partner across Fraud, Operations, Risk, Compliance, Analytics, and Technology teams.
• Prioritize platform enhancements based on user needs, business value, and operational impact.
• Drive workflow optimization, automation, and continuous improvement.
• Communicate strategy, priorities, and outcomes to stakeholders and senior leaders.

Skills

Product Management

Product Ownership

Experience Ownership

Digital Strategy

Agile delivery

Stakeholder management

Communication

Fraud domain knowledge

Job description

Citizens is seeking an Experience Owner to lead the evolution of Oak, our next-generation Fraud Alerts & Case Management platform. You will own the product vision, roadmap, and priorities while partnering with Fraud Operations, Risk, Compliance, Analytics, and Technology teams to deliver measurable business and customer outcomes.

In this role, you will drive workflow optimization, prioritise platform enhancements, and communicate strategy to stakeholders and senior leaders while ensuring