Digital Product Owner (Experience Owner I)

Citizens • Johnston, RI

15h • Hybrid

About The Position

We are seeking a highly motivated Digital Product Owner for Citizens’ Online
Banking channel to lead the strategy, development, and continuous improvement of
our digital banking platform. The role will be responsible for assisting with
platform vision, managing the product backlog (break/fix, targeted enhancements,
and proactive issue prevention), and collaborating with cross-functional teams
to deliver high-quality online banking experiences that meet customer needs and
business objectives.

The ideal candidate combines strong product management expertise, digital
banking knowledge, and Agile delivery experience. The Product Owner serves as
the primary point of contact for experience health, partnering closely with
technology, CX, analytics, contact center, and cross‑channel teams to reduce
customer friction, negative feedback, and experience‑driven incidents.

Requirements

• Bachelor’s degree or equivalent professional experience
• 3+ years of experience in a Product Owner, Product Manager, Business Analyst, or digital product role
• Experience working in an Agile delivery environment
• Proficiency with Jira, Confluence, and Microsoft Office Suite
• Strong analytical and data analysis skills, including experience working with large data sets
• Excellent written and verbal communication skills, including comfort presenting to diverse audiences

Nice To Haves

• Experience supporting consumer‑facing digital platforms, preferably in financial services or regulated industries
• Familiarity with web application behavior, error handling, monitoring, and incident management concepts
• Strong sense of ownership and accountability for experience quality and operational outcomes
• Customer‑first mindset with the ability to balance urgency, quality, and long‑term sustainability
• Ability to influence across teams and operate effectively in a fast‑paced, ambiguous environment
• Strong organizational skills, attention to detail, and comfort managing multiple priorities

Responsibilities

• Serve as the primary owner and point of contact for Citizens’ Online Banking channel, including customer complaints, defects, targeted enhancements, and experience risks.
• Develops and maintains an integrated Digital Online Banking roadmap across all product domains.
• Translate experience issues and opportunities into clearly defined product backlog items with appropriate acceptance criteria and definitions of done.
• Analyze customer feedback, usage data, and market trends to guide product improvements.
• Review and operationalize findings from industry reviews, audits, and third-party benchmark assessments into actionable experience improvements.
• Collaborate with engineering and analytics teams to leverage application monitoring, logging, and analysis that identifies top client‑impacting errors (e.g., 4xx/5xx patterns) and prioritize durable solutions.
• Work proactively to identify and mitigate potential customer experience or technology issues before they result in incidents or outages.
• Partner closely with contact center and operations teams to understand top call drivers and deliver experience improvements that reduce avoidable contact volume and improve self‑service outcomes.
• Collaborate with legal, risk, compliance, accessibility, and UX/UI design partners to ensure solutions meet enterprise and regulatory standards.
• Partner with mobile and other digital channel product owners to ensure web experience changes are evaluated for cross‑channel consistency and reuse.
• Provide concise analysis summaries and recommendations to product and domain leadership to support prioritization and decision‑making.
• Translate product strategy into executable backlog items and actively participate in Agile ceremonies including backlog refinement, sprint planning, demos, and retrospectives.
• Clearly articulate the value, progress, and outcomes of team deliverables to stakeholders through presentations, demos, and readouts.

Benefits

• comprehensive medical, dental and vision coverage
• retirement benefits
• maternity/paternity leave
• flexible work arrangements
• education reimbursement
• wellness programs
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees