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Experience Owner II: Servicing Journey Reimagination

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Citizens Bank

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Location:
United States , Johnston ▼

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Category:
IT - Software Development

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Contract Type:
Employment contract

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Salary:

170000.00 - 185000.00 USD / Year
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Job Description:

The Experience Owner (EOII) is accountable for reimagining and delivering end-to-end customer servicing journeys that are simpler, faster, and more digital. This role partners closely with business, technology, analytics, and operations teams to shift Citizens from project-based delivery to product- and journey-based execution, maximizing customer experience and business value. The EOII operates with a digital-first mindset, leveraging automation and AI to increase straight-through processing and self-service, reduce friction, and deliver measurable customer and financial outcomes. This is a highly visible role with significant cross-functional influence.

Job Responsibility:

  • Own the vision, roadmap, OKRs, and outcomes for assigned servicing journeys
  • Translate journey strategy into clear requirements, epics, user stories, and acceptance criteria
  • Lead cross-functional agile pods, enabling alignment, execution, and continuous improvement
  • Drive journey digitization, automation, and AI-enabled servicing improvements
  • Use data, agile metrics, and customer insights to measure progress and guide decisions
  • Facilitate release planning, demos, and alignment across product, technology, and business teams
  • Identify and prioritize cross-journey enablers that unlock scale and efficiency
  • Act as a servant leader, working closely with teams onsite to coach, unblock, and accelerate delivery
  • Stay current on market trends and customer expectations to continuously evolve the experience

Requirements:

  • 7+ years of experience in product development, digital strategy, marketing, process design, or UI/UX
  • Experience owning end-to-end products or customer journeys, including vision, roadmap, and outcomes
  • Proven ability to set and execute against OKRs tied to customer and financial results
  • Strong working knowledge of Agile methodologies and hands-on experience with backlog management, story writing, demos, and release planning
  • Experience driving front-to-back process reengineering, digitization, and automation
  • Ability to translate complex business problems into clear, executable requirements
  • Strong data and storytelling skills to synthesize insights and influence stakeholders
  • Demonstrated ability to lead through influence in a highly collaborative, cross-functional environment
  • Customer-first mindset with a track record of improving experience, speed, or effort
  • Bachelor's Degree required

Nice to have:

  • Experience applying automation or AI to servicing or operational workflows
  • Background in regulated or complex enterprise environments
  • Familiarity with service operations, contact centers, or back-office servicing flows
  • Experience supporting large-scale digital transformation or operating-model change
  • Exposure to analytics, experimentation, or behavioral data to guide product decisions
What we offer:
  • Medical, dental and vision coverage
  • Retirement benefits
  • Maternity/paternity leave
  • Flexible work arrangements
  • Education reimbursement
  • Wellness programs

Additional Information:

Job Posted:
April 23, 2026

Expiration:
April 25, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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