Product Manager - CIAM

Citizens; Plano (TX); Hybrid; USD 142,000 - 185,000; Full time

Benefits offered by this job

Competitive pay

Medical/dental/vision coverage

Retirement benefits

Maternity/paternity leave

Flexible work arrangements

Education reimbursement

Wellness programs

Job summary

Citizens is seeking a Product Manager to lead the delivery of a centralized CIAM platform and modern authentication capabilities across multiple channels. You will balance near-term integration with long-term platform transformation, driving measurable improvements in security, user experience, and conversion.

You will collaborate with Security, Fraud, Digital, and Technology teams, own KPI-driven outcomes, and lead cross-functional teams to ensure adoption and governance of authentication

Qualifications

• 7+ years in product management, platform delivery, or identity/authentication/fraud domains.
• Experience leading enterprise-scale platform transformations, ideally CIAM or authentication modernization.
• Strong expertise in modern authentication technologies (passkeys/FIDO2, biometrics, MFA).
• Experience delivering risk-based or adaptive authentication and integrating fraud/risk signals into customer journeys.
• Deep understanding of CIAM principles, identity orchestration, and omnichannel journeys.

Responsibilities

• Lead delivery of a centralized CIAM platform across mobile, digital, contact center, and branch channels.
• Drive OTP and authentication consolidation strategy to reduce redundancy and improve reliability.
• Define and execute the roadmap for passwordless and risk-based authentication.
• Embed risk-based decisioning and AI-driven identity intelligence into authentication flows.
• Partner across Security, Fraud, Digital, and Technology to align on enterprise authentication standards.
• Enable omnichannel identity orchestration across customer journeys.
• Own delivery outcomes and adoption with scalable implementation and measurable impact.
• Establish enterprise authentication standards and governance across channels and products.
• Track and optimize KPIs including authentication success, fraud losses, and conversion lift.

Skills

CIAM / identity mgmt

Enterprise-scale platform

Modern authentication tech

Risk-based authentication

Identity orchestration

KPI management

Agile delivery (SAFe/Scrum)

Executive communication

Cross-functional leadership

AI/fraud capabilities

Education

Bachelor’s degree

Advanced degree preferred

Job description

Description

4 Days in the office from any of our locations in Johnston RI, Charlotte NC, Dallas TX, Nashville TN, Iselin NJ, Westwood or Medford MA, or Phoenix AZ and couple other locations

Role is not relocation eligible.

Product Manager, CIAM Authentication & Identity Platform Delivery Lead

The Product Manager for Customer Identity & Authentication will lead delivery of Citizens' next-generation centralized CIAM platform, a core pillar of the bank’s Reimagine the Bank strategy. This role is responsible for transforming fragmented authentication and identity verification capabilities into a unified, risk-based, and intelligence-driven platform that reduces customer friction while strengthening fraud defenses.

This leader will drive the transition from siloed OTP and point solutions to a modern, adaptive authentication ecosystem—leveraging passkeys, biometrics, device intelligence, and AI-powered risk signals. The role will partner across Security, Fraud, Digital, Technology, and Operations to position identity not just as a control point, but as a driver of customer growth, trust, and conversion.

The role requires balancing near-term delivery (e.g., channel integration, OTP consolidation, fraud controls) with long-term platform transformation, ensuring measurable business impact across customer experience, fraud loss reduction, and operational efficiency. This role includes team leadership responsibilities and reports to the CIAM Product Leader.

Responsibilities

• Lead delivery of a centralized CIAM platform, consolidating fragmented authentication and identity verification capabilities across mobile, digital, contact center, and branch channels
• Drive OTP and authentication consolidation strategy, reducing redundancy, improving reliability, and enabling consistent customer experience across journeys
• Define and execute the roadmap for modern, passwordless and risk-based authentication, including passkeys, biometrics, behavioral signals, and adaptive step-up
• Embed risk-based decisioning and AI-driven identity intelligence into authentication flows to dynamically balance security and customer friction
• Partner across Security, Fraud, Digital, and Technology to align on enterprise authentication standards and eliminate duplicative controls
• Enable omnichannel identity orchestration, ensuring identity signals persist and are leveraged consistently across customer journeys
• Own delivery outcomes and adoption, ensuring scalable implementation, operational readiness, and measurable business impact
• Establish enterprise authentication standards and governance, preventing future fragmentation and ensuring consistency across all channels and products
• Track and optimize core business KPIs, including authentication success rates, step-up rates, fraud losses, customer friction, and conversion lift

Key Skills, Competencies, and Experience

• 7+ years in product management, platform delivery, or identity/authentication/fraud domains
• Proven experience leading enterprise-scale platform transformations, ideally CIAM or authentication modernization initiatives
• Strong expertise in modern authentication technologies (passkeys/FIDO2, biometrics, MFA, device intelligence, identity verification)
• Experience delivering risk-based or adaptive authentication and integrating fraud/risk signals into customer journeys
• Deep understanding of CIAM principles, identity orchestration, and omnichannel customer journeys
• Experience driving OTP consolidation or authentication platform rationalization strongly preferred
• Expertise in Agile delivery (SAFe, Scrum, Kanban) at scale
• Strong executive communication skills, with ability to translate identity strategy into business outcomes
• Demonstrated ability to lead cross-functional teams and influence without authority
• Experience defining and managing KPIs tied to business outcomes (conversion, fraud reduction, CX improvement)
• Ability to balance security, customer experience, and operational efficiency in authentication design
• Experience with AI/analytics-driven identity or fraud capabilities preferred

Education

• Bachelor’s degree required; advanced degree preferred

Hours and Work Schedule

• Hours per Week: 40
• Work Schedule: Monday to Friday, 8:00 AM to 5:00 PM

Pay Transparency

The salary range for this position is $142,000 - $185,000 per year, plus an opportunity to earn additional incentive earnings (if applicable). 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

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.

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.