Experience Owner I Account Servicing

Citizens Financial Group•Johnston, RI

12d•$125,000 - $180,000

About The Position

The Experience Owner I (EO1) for Account Servicing partners with business, operations, technology, compliance, and analytics teams to deliver a seamless, digital-first servicing experience. The EO1 supports execution of the product roadmap, prioritizing capabilities that improve onboarding efficiency, reduce manual effort, strengthen compliance, and enhance the advisor and client experience. Working within agile teams, the EO1 helps define requirements, prioritize work, and deliver solutions that streamline the end-to-end account servicing journey, including maintenance requests, money movement, client updates, and operational workflows. The EO1 collaborates with stakeholders to drive continuous improvement, measure outcomes, and ensure product decisions align with customer needs and business objectives. The role monitors industry trends, regulatory changes, and emerging technologies to identify opportunities for innovation. In partnership with the Neighborhood Lead, the EO1 contributes to the Account Servicing roadmap and supports delivery of measurable business, operational, and customer outcomes.

Requirements

At least 5 years of experience supporting product delivery, business analysis, or process improvement within financial services or wealth management.
Experience with account servicing, money movement, client maintenance, operational workflows, and integration with custodial and wealth management platforms.
Working knowledge of Agile methodologies, design thinking, and process automation to improve customer and operational outcomes.
Experience partnering with business, operations, technology, compliance, and third-party vendors to deliver solutions.
Strong problem-solving skills and ability to translate business needs into effective technology solutions.
Strong communication and collaboration skills, including the ability to influence stakeholders and build alignment across teams.
Experience using Agile delivery tools such as Jira and Confluence.
Analytical mindset and ability to use data and metrics to support prioritization and continuous improvement.
Customer-focused, with a passion for delivering innovative, digital-first experiences.
Demonstrated ability to work effectively in team environments, navigate ambiguity, and adapt to changing priorities.
Customer Orientation competency.
Agile Methodologies competency.
Innovation competency.
Execution and Outcome Focus competency.
Technical Excellence competency.
Requirements Analysis competency.
Collaboration and Team Leadership competency.

Nice To Haves

Bachelor’s degree.
Experience in financial services.
Experience establishing risk-based controls within a highly regulated environment.

Responsibilities

Develop and maintain a product roadmap aligned with customer needs, business objectives, and strategic goals.
Convert high-level vision into detailed requirements and acceptance criteria, ensuring delivery meets quality, scope, and value standards.
Maintain and prioritize the product backlog with the Neighborhood Lead, delivering the highest-value capabilities first.
Collaborate with agile delivery teams to ensure solutions are delivered on time, meet quality standards, and achieve intended business outcomes.
Analyze customer feedback, operational metrics, and industry trends to identify opportunities for process improvement, automation, and enhanced user experiences.
Translate business objectives into actionable requirements and support delivery of end-to-end product capabilities.
Monitor delivery progress, product metrics, and team performance indicators; communicate status, risks, and outcomes to stakeholders.
Serve as a key leader on agile teams and empower pod members to continuously learn and grow.
Prioritize work against clearly defined, outcome-oriented goals, metrics, and OKRs.
Support an agile mindset across internal teams and help drive the transition to a customer-centric organization.
Provide oversight to ensure alignment with agile and Scrum practices.
Participate in scrum-of-scrums ceremonies, aid in removing impediments, and own applicable tasks.
Provide feedback to pod members on performance and work with the Scrum Master to evaluate pod and member performance.
Lead large-scale product demos or reviews.
Participate in prototype development, assist with data provisioning, and perform analytics on usage, behavioral, transactional, and technical data.
Monitor industry trends, regulatory changes, and emerging technologies to identify innovation opportunities.

Benefits

Competitive pay.
Comprehensive medical coverage.
Dental coverage.
Vision coverage.
Retirement benefits.
Maternity and paternity leave.
Flexible work arrangements.
Education reimbursement.
Wellness programs.
Paid time off policy that exceeds the mandatory paid sick or paid time-away policy of every local and state jurisdiction in the United States.
Opportunity to earn an annual discretionary bonus.