Senior Product Lead, Customer Engagement & Communications

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

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Retirement benefits

Flexible work arrangements

Education reimbursement

Wellness programs

Job summary

Citizens in Westwood, MA is seeking an Experience Owner of Customer Engagement & Communications to lead the strategy, roadmap, and delivery of personalized customer communications across onboarding, activation, and ongoing engagement.

The role partners with marketing, analytics, and risk to translate customer needs into measurable outcomes, using an agile, test-and-learn approach to improve activation, engagement, and retention across channels including email, SMS, push, and online banking.

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

Multichannel communications

Analytical thinking

Education

Bachelor’s degree

Tools

Jira

Confluence

Job description

Citizens in Westwood, MA is seeking an Experience Owner of Customer Engagement & Communications to lead the strategy, roadmap, and delivery of personalized customer communications across onboarding, activation, and ongoing engagement.

The role partners with marketing, analytics, and risk to translate customer needs into measurable outcomes, using an agile, test-and-learn approach to improve activation, engagement, and retention across channels including email, SMS, push, and online banking.