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The Experience Owner collaborates with business, technology, and analytics partners to prioritize and deliver on the strategic vision of new products & services. The EO will drive a team that is responsible for reimagining existing customer servicing journeys to allow for more straight through processing, utilizing tools like automation and AI. The EO will help with the implementation of product roadmaps and capabilities to support business and customer needs. The EO will use agile methodologies across product teams to drive the continued transformation from a project-based to a product-based organization focused on maximizing the value of the customer experience. The EO will use a collaborative approach and “digital-first” mindset to help Citizens create and implement innovative products and solutions. Finally, the EO will identify trends in the external marketplace to ensure adoption of the product, and that the product is designed with the customer in mind. In collaboration with the neighborhood lead, the EOI will also co-develop the roadmap for continuous growth and improvement of product outcomes and customer experience.
Job Responsibility:
Accountable for delivering value for the product, definition of overall vision, journey digitization OKRs and financial outcomes
Work closely with delivery teams to ensure they build the right functionality in a timely manner
Transform the high-level vision into detailed requirements
Ensure pod mobilization plans, refinement of charters and alignment with journey digitization OKRs and associated resources
Serve as key leader on Agile team(s) for demonstrating strong empowerment, continuous learning and a growth mindset by working onsite with the team daily
Facilitating release planning with stakeholders as well as weekly demos
Translate the strategy into actionable tasks, and work with cross-functional agile teams to make sure there is strong collaboration and execution of the requirements
Ensure solutions are facilitated across the organization, including identification and prioritization of cross journey enablers
Ability to understand and analyze team results and Agile metrics and leverage superior story writing skills to communicate progress on product roadmap against the mission and OKRs
Understand market and industry to generate criteria to define a vision and drive maximum transformational impact and anticipate customer needs, trends and behaviors
Integrate product research and requirements to ensure a frictionless customer experience, enhance satisfaction and ensure customer centric design
Lead large scale product demo or reviews
Develop effective definitions of done and acceptance criteria to ensure that the agile team delivers agreed upon standards for quality and scope
Excel in a “doer” and leader capacity, development of UI prototypes, assist with data provisioning and perform analytics around usage, behavioral/transactional and technical data
Provide oversight to ensure alignment with Agile/Scrum practices
Ensure alignment with appropriate tools and processes to improve team efficiency and effectiveness
Participate in Scrum of Scrums ceremony, clearing obstacles and owning applicable tasks
Work as a servant leader working onsite with the team facilitating ongoing coaching, feedback and continuous learning
Create a culture where colleagues truly own their work and are always innovating
Requirements:
7+ years of experience in product development, marketing, strategy, digital, process/user interface design
Proven experience implementing strategies by setting realistic OKRs
Ability to facilitate collaboration with team members to develop new ideas & solve problems within Neighborhood/Town domain
Knowledge of agile approaches (e.g., XP, Kanban, Crystal, FDD) as well as design thinking and front –to-back process reengineering and automation
Experience providing technical solutions to functional challenges
Consistently applies current procedures and technologies to resolve business issues
Knowledgebase of relevant products/services which is broad, current and technology focused
Ability to link and synthesize data and research across the business and external market to drive product development and enable digitization
Producing detailed functional and information requirements models and documentation, including strong story telling expertise to ensure impact and buy in
Training teams’ requirements analyses and quality reviews
Focus on the Customer (customer orientation)
Unlock Potential (management development)
Drive Outcomes (execution)
Innovation
Technical Excellence / Products & Services (extensive and current knowledge of relevant product(s))
Agile Methodologies
Requirements Analysis (e.g., design thinking)
Strategic Thinking
Collaboration
What we offer:
comprehensive medical, dental and vision coverage
retirement benefits
maternity/paternity leave
flexible work arrangements
education reimbursement
wellness programs
competitive pay
paid time off policy exceeds mandatory requirements