Experience Owner I

The Experience Owner I (EO1) collaborates with business, technology, and analytics partners to prioritize and deliver on the strategic vision of new products & services. The EO1 will help with the implementation of product roadmaps and capabilities to support business and customer needs. The EO1 will use agile methodologies across product teams to drive the continued transformation from a project-based to a product-based organization focused on maximizing the value of the customer experience.

The EOI will use a collaborative approach and “digital-first” mindset to help Citizens create and implement innovative products and solutions.

Finally, the EOI will identify trends in the external marketplace to ensure adoption of the product, and that the product is designed with the customer in mind. In collaboration with the neighborhood lead, the EOI will also co-develop the roadmap for continuous growth and improvement of product outcomes and customer experience.

Primary responsibilities include

• Own and execute the Home Equity product roadmap, translating strategic goals into prioritized features, user stories, and acceptance criteria.
• Partner with Technology, Operations, Risk, Compliance, Legal, Analytics, and Vendor teams to deliver customer-focused solutions.
• Lead backlog management, prioritization, and agile delivery processes to maximize customer and business value.
• Analyze customer feedback, operational performance, market trends, and business metrics to identify opportunities for product enhancement.
• Drive continuous improvement across Home Equity customer journeys, including application, decisioning, closing, servicing, and digital experiences.
• Monitor and communicate product performance, roadmap progress, risks, and key outcomes to stakeholders and leadership.
• Support product launches, testing, change management, and post-implementation measurement.

• Serve as a key contributor and leader within agile teams, fostering collaboration, innovation, and execution excellence.

Qualifications, Education, Certifications and/or Other Professional Credentials

• Required Qualifications
  • 7+ years of experience in product development, marketing, strategy, digital, process/user interface design.
  • Proven experience implementing strategies by setting realistic OKRs.
  • Ability to facilitate collaboration with team members to develop new ideas & solve problems within Neighborhood/Town domain.
  • Knowledge of agile approaches (e.g., XP, Kanban, Crystal, FDD) as well as design thinking and front –to-back process reengineering and automation.
  • Experience providing technical solutions to functional challenges.
  • Consistently applies current procedures and technologies to resolve business issues.
  • Knowledgebase of relevant products/services which is broad, current and technology focused.
  • Ability to link and synthesize data and research across the business and external market to drive product development and enable digitization.
  • Producing detailed functional and information requirements models and documentation, including strong story telling expertise to ensure impact and buy in.
  • Training teams’ requirements analyses and quality reviews.
• Required Competencies
  • Focus on the Customer (customer orientation)
  • Unlock Potential (management development)
  • Drive Outcomes (execution)
  • Innovation
  • Technical Excellence / Products & Services (extensive and current knowledge of relevant product(s))
  • Agile Methodologies
  • Requirements Analysis (e.g., design thinking)
  • Strategic Thinking
  • Collaboration

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Monday - Friday

Pay Transparency

The salary range for this position is $125,000 - $180,00 per year, plus an opportunity to earn an annual discretionary bonus. 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 .