Experience Owner II

Citizens•Johnston, RI

2d•Hybrid

About The Position

The Experience Owner (EOII) is accountable for reimagining and delivering end‑to‑end customer servicing journeys that are simpler, faster, and more digital. This role partners closely with business, technology, analytics, and operations teams to shift Citizens from project‑based delivery to product‑ and journey‑based execution, maximizing customer experience and business value. The EOII operates with a digital‑first mindset, leveraging automation and AI to increase straight‑through processing and self‑service, reduce friction, and deliver measurable customer and financial outcomes. This is a highly visible role with significant cross‑functional influence.

Requirements

7+ years of experience in product development, digital strategy, marketing, process design, or UI/UX
Experience owning end‑to‑end products or customer journeys, including vision, roadmap, and outcomes
Proven ability to set and execute against OKRs tied to customer and financial results
Strong working knowledge of Agile methodologies and hands‑on experience with backlog management, story writing, demos, and release planning
Experience driving front‑to‑back process reengineering, digitization, and automation
Ability to translate complex business problems into clear, executable requirements
Strong data and storytelling skills to synthesize insights and influence stakeholders
Demonstrated ability to lead through influence in a highly collaborative, cross‑functional environment
Customer‑first mindset with a track record of improving experience, speed, or effort
Bachelor's Degree required

Nice To Haves

Experience applying automation or AI to servicing or operational workflows
Background in regulated or complex enterprise environments
Familiarity with service operations, contact centers, or back‑office servicing flows
Experience supporting large‑scale digital transformation or operating‑model change
Exposure to analytics, experimentation, or behavioral data to guide product decisions

Responsibilities

Own the vision, roadmap, OKRs, and outcomes for assigned servicing journeys
Translate journey strategy into clear requirements, epics, user stories, and acceptance criteria
Lead cross‑functional agile pods, enabling alignment, execution, and continuous improvement
Drive journey digitization, automation, and AI‑enabled servicing improvements
Use data, agile metrics, and customer insights to measure progress and guide decisions
Facilitate release planning, demos, and alignment across product, technology, and business teams
Identify and prioritize cross‑journey enablers that unlock scale and efficiency
Act as a servant leader, working closely with teams onsite to coach, unblock, and accelerate delivery
Stay current on market trends and customer expectations to continuously evolve the experience