Experience Owner II: Servicing Journey Reimagination
About The Position
The Transformation Lead (Experience Owner II) is accountable for reimagining and delivering end-to-end customer servicing journeys that are simpler, faster, and more seamless. The role defines journey vision, strategy, and priorities while driving measurable customer, operational, and financial outcomes. It partners across the organization to accelerate transformation, improve servicing experiences, and maximize customer and business value. With a customer-first and digital-first mindset, the role uses process redesign, automation, advanced analytics, and AI-enabled capabilities to reduce friction, increase self-service adoption, improve operational efficiency, and create business impact. The position combines product management, strategy, banking servicing operations experience, and structured problem solving to identify opportunities, influence stakeholders, and drive execution in a complex, highly matrixed organization. It is a highly visible role requiring leadership, strong organizational skills, and the ability to build alignment across diverse stakeholder groups. The position is 40 hours per week, Monday through Friday, and hybrid, with four days per week onsite at a Citizens corporate office. Johnston, Rhode Island is preferred; other listed options are in Massachusetts, New Jersey, Ohio, Pennsylvania, and Virginia.
Requirements
- At least 8 years of experience in product management, strategy, consulting, digital transformation, customer experience, business transformation, banking operations, process improvement, or related disciplines.
- Experience owning or leading end-to-end products, customer journeys, servicing experiences, or large-scale transformation initiatives.
- Demonstrated ability to define vision, strategy, roadmaps, business cases, and measurable outcomes.
- Experience working within banking servicing operations, including contact centers, business operations, branch servicing, digital servicing, or related operational environments.
- Strong structured problem-solving skills, including the ability to break complex and ambiguous challenges into actionable solutions.
Nice To Haves
- Experience in retail banking, consumer banking, or financial services servicing environments.
- Experience applying automation, AI, Generative AI, conversational AI, or workflow technologies to customer servicing or operational processes.
- Background in strategy consulting, operating model transformation, or enterprise transformation programs.
Responsibilities
- Define and drive the vision, roadmap, OKRs, and outcomes for assigned servicing journeys.
- Define future-state servicing experiences that improve customer satisfaction, reduce effort, increase digital adoption, and drive operational efficiency.
- Identify and prioritize high-value customer, business, and operational opportunities using customer insights, analytics, and stakeholder input.
- Develop business cases, transformation roadmaps, milestone plans, and success metrics to support journey objectives.
- Lead end-to-end journey transformation efforts, coordinating execution across business, operations, technology, data, and support teams.
- Drive servicing digitization, automation, self-service adoption, and AI-enabled experience improvements.
Benefits
- Competitive pay
- Medical coverage
- Dental coverage
- Vision coverage
- Retirement benefits
- Maternity and paternity leave
- Flexible work arrangements
- Education reimbursement
- Wellness programs
- Paid time off policy exceeding mandatory paid sick or paid time-away policies in every local and state jurisdiction in the United States
- Opportunity to earn an annual discretionary bonus
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
