Servicing Journey Reimagination Experience Owner

The Experience Owner  collaborates with business, technology, and analytics partners to prioritize and deliver on the strategic vision of new products & services.  The EO will drive a team that is responsible for reimagining existing customer servicing journeys to allow for more straight through processing, utilizing tools like automation and AI. The EO will help with the implementation of product roadmaps and capabilities to support business and customer needs. The EO 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 EO will use a collaborative approach and “digital-first” mindset to help Citizens create and implement innovative products and solutions.

Finally, the EO 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

• Accountable for delivering value for the product, definition of overall vision, journey digitization OKRs and financial outcomes. Work closely with delivery teams to ensure they build the right functionality in a timely manner. EO’s will transform the high-level vision into detailed requirements.  
• Ensure pod mobilization plans, refinement of charters and alignment with journey digitization OKRs and associated resources.
• Serve as key leader on Agile team(s) for demonstrating strong empowerment, continuous learning and a growth mindset by working onsite with the team daily. Facilitating release planning with stakeholders as well as weekly demos.
• Translate the strategy into actionable tasks, and work with cross-functional agile teams to make sure  there is strong collaboration and execution of the requirements.  
• Ensure solutions are facilitated across the organization, including identification  and prioritization of cross journey enablers.
• Ability to understand and analyze team results and Agile metrics and leverage superior story writing skills to communicate progress on product roadmap against the mission and OKRs.
• Understand market and industry to generate criteria to define a vision and drive maximum transformational impact  and anticipate customer needs, trends and behaviors.  
• Integrate product research and requirements to ensure a frictionless customer experience, enhance satisfaction and ensure customer centric design.  Lead large scale product demo or reviews.
• Develop effective definitions of done and acceptance criteria to ensure that the agile team delivers agreed upon standards for quality and scope.
• Excel in a “doer” and leader capacity, development of UI prototypes, assist with data provisioning and perform analytics around usage, behavioral/transactional and technical data.
• Provide oversight to ensure alignment with Agile/Scrum practices.
• Ensure alignment with appropriate tools and processes to improve team efficiency and effectiveness.
• Participate in Scrum of Scrums ceremony, clearing obstacles and owning applicable tasks.
• Work as a servant leader working onsite with the team facilitating ongoing coaching, feedback and continuous learning.  
• Create a culture where colleagues truly own their work and are always innovating.

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

• Hybrid- 4 days per week onsite at a Citizens corporate office

Pay Transparency: The salary range for this position is $123,000 - $145,000 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.

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 .