Experience Owner of Customer Engagement & Communications

Citizens Financial Group•Westwood, MA

7d•Hybrid

About The Position

The Experience Owner of Customer Engagement & Communications supports the strategy, roadmap, delivery, and optimization of personalized customer engagement experiences across the customer lifecycle. The role shapes how Citizens communicates with customers at key 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 lines of business and with marketing, analytics, creative, customer experience, and risk teams, 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 to improve customer value and business performance. The position is based in the Westwood, Massachusetts office, with four days in the office and one day working from home. The schedule is Monday through Friday, 8 a.m. to 5 p.m., for 40 hours per week. The salary range is $125,000–$180,000 per year, with an opportunity to earn an annual discretionary bonus.

Requirements

At least 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, including 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.

Nice To Haves

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.

Responsibilities

Execute the vision, strategy, and prioritized roadmap for customer engagement and communication experiences, aligning investments with customer needs, business objectives, regulatory requirements, technical feasibility, and measurable outcomes.
Oversee the end-to-end development, delivery, and optimization of timely, relevant, personalized communications across digital, mobile, email, SMS, push, online, and other channels.
Use customer research, journey analytics, behavioral data, market insights, and performance metrics to identify opportunities, define requirements, prioritize solutions, and continuously improve the experience.
Establish success metrics and test-and-learn strategies to improve activation, engagement, communication effectiveness, satisfaction, retention, and relationship growth.
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.
Collaborate with senior leaders and partners to align priorities, communicate progress, and influence decisions.

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 exceeding mandatory paid sick or paid time-away policies in every U.S. local and state jurisdiction
Opportunity to earn an annual discretionary bonus