Experience Owner of Customer Engagement & Communications

Citizens•Westwood, MA

8d•$125,000 - $180,000•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 critical 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, marketing, analytics, creative, customer experience, and risk, 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 scheduled for 40 hours per week, Monday through Friday, 8 a.m. to 5 p.m. It is based in the Westwood, Massachusetts office four days per week, with one day working from home. The salary range is $125,000–$180,000 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay depends on factors including budget, work location, and relevant skills and experience.

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, and personalized customer 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 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 and an opportunity to earn an annual discretionary bonus.
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 mandatory paid sick or paid time-away policies in every local and state U.S. jurisdiction.