New Account Opening - Experience Owner

at Citizens Bank in Dover, Delaware, United States

Job Description


Location: Remote, Westwood, MA The Experience Owner II (EO2) collaborates with business, technology, and analytics partners to prioritize and deliver on the strategic vision of new features for New Customer Experience with focus on Digital First Account Opening with cross-sell and seamless Onboarding. While working within in an agile pod, Experience Owners are expected to facilitate bold thinking, drive innovation and deliver on strategic objectives through strong operational execution. The EO2 will partner with stakeholder teams to relentlessly tune and improve the customer experience to be best-in-class and friction less, while ensuring that robust safeguards are in place to deliver a safe, secure experience. The EO2 will focus on the long-term vision for the product, identifying trends in the external marketplace, outcomes or themes supported by the product, ensure adoption of the product, and that the product is designed with the customer in mind. In collaboration with the Neighborhood Lead, the EO2 will also co-develop the strategy and roadmap for continuous growth and improvement of product outcomes to provide an exceptional customer experience. The EO2 will be responsible for leading an agile mindset 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. Using a collaborative approach, and a “digital-first” mindset, the EO2 will drive continuous improvement to create and implement innovative products and solutions. Responsibilities

+ Partner closely with business unit senior leadership to deliver on the strategy and roadmap for continuous business growth and improvement of product outcomes and experience.

+ Proactively drive and facilitate team continuous discussion of innovative ways to improve products and services.

+ Set ambitious and clear product vision, strategy, and Objectives and Key Results (OKRs) aligned to metrics; communicate to stakeholders, the team, and the rest of the unit.

+ Ensure digital vision and products align within team strategy and requirements by collaborating with stakeholders.

+ Serve as key leader on agile team(s):

+ Empower pod members to continuously learn and grow along with being a highly productive team

+ Prioritize work against clearly defined outcome-oriented goals, metrics and OKRs.

+ Support an agile mindset across internal teams to drive the transition to a customer-centric organization.

+ Provide oversight to ensure alignment with agile/scrum practices.

+ Participate in scrum of scrums ceremony aiding in impediment removal and owning applicable tasks.

+ Provide feedback to pod members on performance, and work with the Agile Coach and Scrum Master to evaluate the performance of the Pod and its members.

+ Create, prioritize and refine backlog in collaboration with Neighborhood Leads to deliver the most valuable work first, while ensuring technical integrity of all features or components.

+ Frequently review and analyze metrics and OKRs to update to key stakeholders on progress against product roadmap.


Required Experience :

+ 10+ years of experience in product development, marketing, strategy, digital, process/user interface design.

+ Knowledge of agile approaches (e.g., XP, Kanban, Crystal, FDD) as well as design thinking and front -to-back process reengineering and automation.

+ Extensive experience providing technical solutions to functional challenges.

+ Consistently applies current procedures and technologies to resolve business issues.

+ Substantial 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.

+ Coaching and leading teams on the advanced use of requirements analysis tools and services, including prototyping and use-cases.

+ 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)

Preferred Experience:

+ Bachelor’s degree required; Master’s degree preferred

+ Experience in financial services

+ Experience establishing risk-based controls within a highly regulated environment

Why work with us

+ Best of both worlds: We offer the feel of a startup with a 150+ year history

+ Tons of time off: Enjoy up to 27 days of paid time off (+10 holidays) that you’re actually encouraged to take

+ Easy commute: Access our state-of-the-art suburban facilities with athletic fields and free parking

+ Casual Friday every day: We support flexible work arrangements and flexible work attire

+ Dedication to community: We put support our communities by frequently volunteering and giving back

Benefits We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Awards we’ve received

+ Forbes World’s Best Banks (2020)

+ Forbes Best Employers for Diversity (2020)

+ Best Places to Work for LGBTQ Equality – 100% Corporate Equality Index (2020)

+ Military Friendly Employer (2020)

+ Dave Thomas Foundation – Best Adoption-friendly Workplace (2020)

+ Diversity, Inc. – Top 25 companies for diversity (2019)

*This role is not available in CO.


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.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability or perceived 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.

Equal Employment and Opportunity Employer/Disabled/Veteran

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

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Job Posting: JC206527600

Posted On: Mar 05, 2022

Updated On: Jul 04, 2022