Experience Owner of Customer Engagement & Communications

Job description

The Experience Owner of Customer Engagement & Communications supports the strategy, roadmap, delivery, and optimization of personalized customer engagement experiences across the customer lifecycle. This role shapes how Citizens communicates with customers at critical moments from onboarding and activation through ongoing engagement, relationship deepening, and retention across email, SMS, push notifications, online banking, mobile, and emerging channels.

Working across the line of business, marketing, analytics, creative, customer experience and risk, this individual translates customer and business needs into a prioritized roadmap with measurable outcomes. The Product Manager serves as the voice of the customer, balances strategic thinking with disciplined execution, and promotes an agile, test-and-learn approach that improves customer value and business performance.

Key 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.

Success

• Measures Product and digital adoption Customer activation and engagement Customer satisfaction, retention, and loyalty Primary relationship growth and customer lifetime value

Qualifications Required

• 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. Preferred Bachelor’s degree. Experience in financial services, fintech, or digital consumer products. Experience with onboarding, activation, retention, lifecycle management, personalization, journey orchestration, or customer communications platforms.

Experience designing and measuring experiments to improve customer and business outcomes.

Hours & Work Schedule Hours per Week

40 Work Schedule: Monday - Friday 8-5 In the Westwood MA office 4 days 1 day from home. Pay Transparency The salary range for this position is $125,000 - $180,000 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the 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 . #LI-Citizens2