Product Enablement Lead, Director

Citizens Financial Group•New York, NY

2d•Hybrid

About The Position

Citizens Commercial Bank is establishing a new Product organization, led by a Chief Product Owner reporting to the Head of Commercial. The Product Enablement Director is a critical Day 1 hire and a force multiplier for the Chief Product Owner, responsible for the operational engine of this new function. This role ensures the team can operate efficiently while maintaining responsible AI, risk, and financial discipline. The Director will oversee a complex product enablement area encompassing business operations, financial planning, workforce planning, governance, executive reporting, vendor management, talent enablement, and the operational cadence that links Product, the Commercial Analytics Team, Engineering, Risk, Compliance, and the Commercial business. The initial team includes a Head of Product, four product colleagues, and the Commercial Analytics Team. The Product Enablement Director will be instrumental in setting up the function, demonstrating ROI quickly, and preparing the operating model for scaling in early 2027 with the addition of Product Owners and dedicated onshore and offshore scrum teams for Treasury, Operations, and other Commercial domains.

Requirements

7+ years of progressive experience in Product Operations, Product Enablement or Business Management roles supporting Product, Technology, or Digital organizations, ideally within Commercial Banking or financial services.
Demonstrated experience standing up or scaling a new function, including operating model design, financial planning, workforce planning, and governance.
Proven ability to lead initiatives across multiple teams or systems and to influence senior stakeholders without direct authority.
Strong understanding of Agile and Scrum delivery, including hybrid onshore and offshore scrum models.
Familiarity with AI and GenAI product delivery and responsible AI considerations such as accuracy, transparency, bias, privacy, and human oversight.
Excellent executive communication and the ability to translate complex topics into clear, decision ready narratives.
Bachelor's degree in business, finance, computer science, engineering, or related field.

Nice To Haves

Prior experience as Director of Product Enablement in a Commercial Bank, Corporate Bank, or large fintech.
Capital markets product management experience highly desired.
Experience operationalizing AI governance frameworks, use case intake processes, and value realization tracking at enterprise scale.
Familiarity with financial services budgeting, vendor management, and contracting practices.
Experience with JIRA, Confluence, Salesforce.com, Dealcloud, modern data platforms, and product analytics tooling.
Certified Scrum Product Owner (CSPO), SAFe, PMP, or equivalent.

Responsibilities

Own the operating cadence of the new Commercial Product function, including daily, weekly, monthly, and quarterly leadership forums, ensuring decisions are made quickly and teams stay aligned on priorities.
Build the operational dashboards and reporting that provide visibility into product delivery, AI use case pipeline health, adoption, banker productivity, and business outcomes.
Ensure alignment across Product, the Commercial Analytics Team, Engineering, Design, Risk, Compliance, and Commercial business partners.
Proactively shape roadmap direction and prioritize highest value outcomes across the GenAI Banking Platform, Insights and lifecycle, AI governance, and analytics workstreams.
Make complex tradeoff decisions across value, effort, risk, and capacity, and anticipate second order impacts across customer experience, technology, and operations.
Drive strong discovery, testing, and continuous optimization practices so the team consistently solves the right problems and improves over time.
Apply strong domain and technical expertise to decision making, with informal leadership across multiple teams and systems.
Align the Commercial Product organization's goals and roadmap to the values and needs of Commercial bankers and clients, using a needs based approach that creates a seamless, personal Citizens brand experience.
Build the routines that bring banker and client research, journey insights, and feedback directly into product prioritization and value proposition decisions.
Lead the operating model that gives bankers and clients the tools, dashboards, self service resources, and information they need to make well informed decisions and reach their goals faster.
Coach product teams and stakeholders on how to use these tools and resources, and on the competitive implications of empowered, digitally enabled customers.
Stand up the customer intelligence operating model for Commercial, establishing processes to collect, integrate, and act on customer interaction data across channels (digital, email, messaging, banker interactions, servicing).
Partner with the Commercial Analytics Team and the AI Product Lead to apply data technologies, including natural language processing (NLP), to draw deeper insights about Commercial clients and bankers.
Coach product and analytics colleagues on translating customer intelligence into data driven decisions that shape product strategy, marketing channel choices, and frontline routines.
Establish the governance, quality, and consent standards for customer data used across Commercial Product and Analytics.
Partner with the Chief Product Owner to develop and steward the Commercial digital strategy, integrating emerging technologies, tools, and systems (GenAI, agents, data platforms, cloud, decisioning) to drive competitiveness and business continuity.
Optimize the mix of emerging technologies to maximize ROI across the GenAI Banking Platform, Insights and lifecycle, and analytics investments.
Coach product teams and stakeholders on how digital strategy choices translate into competitive advantage and measurable banker productivity, revenue, and risk outcomes.
Lead the business case, value tracking, and ROI reporting motion for the function.
Own workforce planning and allocation across the Day 1 team and the 2027 scale up, including onshore and offshore scrum capacity, contractor mix, and vendor partner footprint.
Build the vendor and partner management discipline, including sourcing strategy, MSAs, SOWs, and ongoing performance management for GenAI, data, and platform vendors.
Partner with the Chief Product Owner on business cases, ROI tracking, and investment decisions, surfacing where to lean in and where to deprioritize.
Operationalize the governance frameworks that allow Commercial to move quickly while maintaining responsible AI discipline, including the AI use case intake, prioritization, and value tracking process.
Participate in financial risk management activities for the product portfolio, assisting in calculating and managing risks the organization may face and recommending appropriate models and controls.
Embed risk, compliance, model risk, legal, privacy, and audit considerations early into product routines so issues are anticipated and managed, not retrofitted.
Build the executive reporting motion for the Head of Commercial, the Commercial leadership team, and enterprise partners, including CHRO, CFO, CRO, CIO, and EDA leadership.
Prepare board, ELT, and Commercial leadership updates that clearly translate progress, risks, ROI, and roadmap into executive ready narratives.
Prepare the operating model for the 2027 scale up, including the addition of Product Owners for Treasury, Operations, and other Commercial domains, plus dedicated onshore and offshore scrum teams.
Address systemic delivery issues and continuously improve operating efficiency across the product area.
Be accountable for sustained outcomes, not just delivery milestones, with high ownership of how the function performs over time.