Experience Owner II

• Own the vision roadmap OKRs and outcomes for assigned servicing journeys
• Translate journey strategy into clear requirements epics user stories and acceptance criteria
• Lead cross‑functional agile pods enabling alignment execution and continuous improvement
• Drive journey digitization automation and AI‑enabled servicing improvements
• Use data agile metrics and customer insights to measure progress and guide decisions
• Facilitate release planning demos and alignment across product technology and business teams
• Identify and prioritize cross‑journey enablers that unlock scale and efficiency
• Act as a servant leader working closely with teams onsite to coach unblock and accelerate delivery
• Stay current on market trends and customer expectations to continuously evolve the experience

• 7+ years of experience in product development digital strategy marketing process design or UI/UX
• Experience owning end‑to‑end products or customer journeys including vision roadmap and outcomes
• Proven ability to set and execute against OKRs tied to customer and financial results
• Strong working knowledge of Agile methodologies and hands‑on experience with backlog management story writing demos and release planning
• Experience driving front‑to‑back process reengineering digitization and automation
• Ability to translate complex business problems into clear executable requirements
• Strong data and storytelling skills to synthesize insights and influence stakeholders
• Demonstrated ability to lead through influence in a highly collaborative cross‑functional environment
• Customer‑first mindset with a track record of improving experience speed or effort
• Bachelor's Degree required

• Experience applying automation or AI to servicing or operational workflows
• Background in regulated or complex enterprise environments
• Familiarity with service operations contact centers or back‑office servicing flows
• Experience supporting large‑scale digital transformation or operating‑model change
• Exposure to analytics experimentation or behavioral data to guide product decisions

• Hours: 40 hours per week
• Schedule: Monday–Friday
• Work Model: Hybrid four days per week onsite at a Citizens corporate office
• Office location options: Johnston RI preferred. Alternatively: Westwood MA; Short Hills NJ; Charlotte NC. 

Pay Transparency 

The base salary range for this position is $170000 to $185000 per year plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the work location and relevant skills and experience.

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.

Equal Employment and Opportunity Employer

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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.

What We Do

As one of the oldest and largest financial services firms in the United States with a history dating back to 1828 we’re committed to providing solutions and expertise that support our customers clients colleagues and communities in what’s next on their own unique journey. We invest in the humans who build the logic ideas and innovations that bring new technologies to life. Investments in AI cloud computing machine learning and automation provide our engineers the tools that enable us to remain competitive and win in today’s environment. At Citizens we recognize that the journey to accomplishment is no longer linear and that individuals are made of all they have done and all they are going to do. Whether you’re considering banking with us or looking to work with us you’ll find a customer-centric culture and a supportive collaborative workforce at Citizens. You’re made ready and so are we. If you're ready to advance your career in technology and security learn more about opportunity's Citizens offers here: https://jobs.citizensbank.com/digital-transformation

Why Work With Us

We empower the colleagues that power our tech. With growth & upskilling opportunities and sought-after benefits plus a diverse culture of people and perspectives we help our colleagues achieve career goals. Because innovation can’t happen without the minds and hearts of our people. Technology is constantly evolving and we believe you can too.

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