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Citizens Experience Owner II in Westwood, Massachusetts

Description

We are seeking a highly motivated, passionate, and collaborative Product Manager (aka Experience Owner) to help drive our end-to-end consumer credit card digital experience at Citizens Bank. This role is critical to delivering new capabilities and enhancements to our customers. This role will help to modernize our consumer credit card digital experience, build out new capabilities, and help to improve our credit card proposition.

The Experience Owner [HT1] will collaborate with business, technology, and analytics partners to prioritize, enhance, and deliver new features from ideation through production in Agile development, ensuring key outcomes and goals are met. This individual will be responsible for defining, developing, and leading the implementation of product roadmaps and capabilities to support business and customer needs.

The right person in this role will be leading an agile mindset across the product team to drive continued transformation shifting from a project-based to a product-based organization focused on maximizing the value of the customer experience. They will motivate team members to deliver on the strategy and roadmap for continuous growth and improvement of product outcomes and experience.

Responsibilities:

  • Product strategy: lead the development and execution of product strategies for improving the consumer credit card digital experience, aligning with the bank’s goals and customer needs in partnership with the Cards P&L/Line of Business owner. Challenge the status quo in driving innovation and finding sustainable value creation opportunities. Drive short-term objectives and long-term vision fueled by a deep understanding of customer needs.

  • Roadmap management: own the product roadmap, prioritizing features and enhancements based on customer feedback, market research, and business priorities.

  • Cross-Functional Collaboration: collaborate closely with engineering, design, marketing, fraud, risk, and other stakeholders to develop and enhance the consumer credit card digital experience, ensure alignment and successful product delivery and end-to-end experience management.

  • Product Development: Oversee the entire product development lifecycle from concept to launch to ongoing optimization, ensuring high-quality deliverables on time and within budget.

  • Understand how your products fit into the larger ecosystems and anticipate impacts from changes in other parts of the business, partnering to evaluate tradeoffs of technical decisions and customer experience impacts.

  • Continuous Improvement: continuously seeking ways to enhance the consumer credit card digital experience through innovation and iteration based on customer feedback and market insights.

  • Market Research: conduct market research to identify opportunities, assess competition, and gather insights to inform product decisions.

  • Testing and Optimization: build robust test & learn agendas and analyze user data to optimize the consumer credit card digital experience

  • User Experience: champion the user experience, ensuring features are intuitive, user-friendly, and deliver exceptional value to customers.

  • Metrics and Analysis: Define key performance indicators (KPIs) and analyze product metrics to measure success and drive continuous improvement (e.g., average monthly spend, customer satisfaction scores, feature utilization). Take actions to address any issues or opportunities for improvement, refining your roadmap as the data dictates. Transform customer insights into actionable strategies.

  • Regulatory Compliance: Ensuring that the consumer credit card digital experience complies with relevant banking regulations and data privacy laws while also pushing the envelope to build an optimal experience that maximizes opportunity while minimizing risk.

  • Stakeholder Communication: Communicate product plans, progress, and results to executive leadership, stakeholders, and cross-functional teams.

    Qualifications:

  • Bachelor’s degree in a field such as business, computer science, engineering, or other related field

  • 5-8 years of experience in product management with consumer credit card and digital payment experiences

  • Proven track record of delivering successful products in a fast-paced environment

  • Strong leadership and communication skills with the ability to influence and collaborate effectively across functions and levels of the organization. Ability to circumvent roadblocks.

  • Deep understanding of product management methodologies, including Agile, Scrum, and Lean.

  • Experience with product management tools such as JIRA and Confluence

  • Experience with human-centered design ideation and methodologies

  • Analytical mindset with the ability to use quantitative and qualitative data to make informed decisions and drive product improvements

  • Passion for technology, innovation, and beautiful digital customer experiences that are intuitive, seamless, and delightful. Customer-centric approach to product development and problem-solving.

  • Experience managing development teams with a mix of engineering skillsets, working in 2-week sprints, and delivering tangible outcomes on time

  • Comfortable with ambiguity and hungry to learn and tackle new challenges

  • Experience working with payments vendors in the credit card space

  • Proven ability of partnering with risk, controls and governance teams to ensure compliance

    Preferred Experience

  • Bachelor’s degree; Master’s degree highly desired

  • Experience in financial services

    Hours & Work Schedule

  • Hours per Week: 40

  • Work Schedule: Monday - Friday 3 days in the office 2 days remote

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

At Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. 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 (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), 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.

Equal Employment and Opportunity Employer

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.

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.

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