Product Manager

Citizens • Phoenix, AZ

3h • Hybrid

About The Position

The Product Manager for Customer Identity & Authentication will lead delivery of Citizens’ next-generation centralized CIAM platform, a core pillar of the bank’s Reimagine the Bank strategy. This role is responsible for transforming fragmented authentication and identity verification capabilities into a unified, risk-based, and intelligence-driven platform that reduces customer friction while strengthening fraud defenses.

This leader will drive the transition from siloed OTP and point solutions to a modern, adaptive authentication ecosystem—leveraging passkeys, biometrics, device intelligence, and AI-powered risk signals. The role will partner across Security, Fraud, Digital, Technology, and Operations to position identity not just as a control point, but as a driver of customer growth, trust, and conversion.

The role requires balancing near-term delivery (e.g., channel integration, OTP consolidation, fraud controls) with long-term platform transformation, ensuring measurable business impact across customer experience, fraud loss reduction, and operational efficiency. This role includes team leadership responsibilities and reports to the CIAM Product Leader.

Requirements

• 7+ years in product management, platform delivery, or identity/authentication/fraud domains
• Proven experience leading enterprise-scale platform transformations, ideally CIAM or authentication modernization initiatives
• Strong expertise in modern authentication technologies (passkeys/FIDO2, biometrics, MFA, device intelligence, identity verification)
• Experience delivering risk-based or adaptive authentication and integrating fraud/risk signals into customer journeys
• Deep understanding of CIAM principles, identity orchestration, and omnichannel customer journeys
• Experience driving OTP consolidation or authentication platform rationalization strongly preferred
• Expertise in Agile delivery (SAFe, Scrum, Kanban) at scale
• Strong executive communication skills, with ability to translate identity strategy into business outcomes
• Demonstrated ability to lead cross-functional teams and influence without authority
• Experience defining and managing KPIs tied to business outcomes (conversion, fraud reduction, CX improvement)
• Ability to balance security, customer experience, and operational efficiency in authentication design

Nice To Haves

• Experience with AI/analytics-driven identity or fraud capabilities preferred

Responsibilities

• Lead delivery of a centralized CIAM platform, consolidating fragmented authentication and identity verification capabilities across mobile, digital, contact center, and branch channels
• Drive OTP and authentication consolidation strategy, reducing redundancy, improving reliability, and enabling consistent customer experience across journeys
• Define and execute the roadmap for modern, passwordless and risk-based authentication, including passkeys, biometrics, behavioral signals, and adaptive step-up
• Embed risk-based decisioning and AI-driven identity intelligence into authentication flows to dynamically balance security and customer friction
• Partner across Security, Fraud, Digital, and Technology to align on enterprise authentication standards and eliminate duplicative controls
• Enable omnichannel identity orchestration, ensuring identity signals persist and are leveraged consistently across customer journeys
• Own delivery outcomes and adoption, ensuring scalable implementation, operational readiness, and measurable business impact
• Establish enterprise authentication standards and governance, preventing future fragmentation and ensuring consistency across all channels and products
• Track and optimize core business KPIs, including authentication success rates, step-up rates, fraud losses, customer friction, and conversion lift

Benefits

• Equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior