Massachusetts Creative Jobs

Description

We are seeking a highly motivated, passionate, and collaborative individual to join the Emerging Market team as the Emerging Market Experience Owner who will be responsible for the customer experience and driving improvements to ensure a best-in-class customer experience for customers with limited English proficiency. The goal of the Emerging Market team is to make Citizens more accessible for customers who may have difficulty communicating effectively in English. The Emerging Market Experience Owner will partner with colleagues across Retail, Digital, Deposits, Lending Products, Operations, and Marketing to shape and deliver an exceptional customer experience for limited English proficient customers.

It is expected that the Experience Owner serves as a key partner for Citizens when it comes to supporting multilingual customers. They will provide insights on current industry practices, customer expectations, regulatory expectations, and current capabilities as it relates to multilingual customer support.

The right person for this role can effectively move the organization through cross-functional leadership, has a keen ability to adapt and pivot when the circumstances warrant a change, and brings together many different perspectives, and data points into a cohesive plan that will deliver on the commitment to a superior experience for the customer.

Job Responsibilities:

Experience strategy: lead the development of program roadmaps to ensure cross-functional execution of multilingual customers experiences, customer journey mapping, and solution implementation that will meet the customer expectations who transact in multiple languages.

Cross-Functional Collaboration: lead the coordination of various team dependencies – marketing, technology, product, risk, legal, platform, channel – to deliver excellent multilingual experiences.

Continuous Improvement: continuously present opportunities to assess and improve the front-end experiences to meet customer demand and the back-end automation technology to ensure compliance.

Insights, Trends, and Research: conduct research and analysis on evolving multilingual practices and regulatory expectations and present emerging/best-practices to influence roadmaps.

User Experience: champion the user experience, create user-friendly experiences that deliver expected outcomes to customers while also balancing regulatory expectations.

Regulatory Compliance: be a subject matter expert on regulatory and compliance expectations for serving multilingual customers within Financial Services.

Analyze Critical Data & Information: define key performance indicators (KPIs) and analyze product metrics to measure success and drive continuous improvement (e.g., NPS scores, desktop research, qualitative customer feedback, share of wallet, product penetration, etc.). Take actions to address any issues or opportunities for improvement, refining roadmaps as the data dictates. Transform customer insights into actionable strategies.

Stakeholder Communication: communicate product plans, progress, and results to executive leadership, stakeholders, and cross-functional teams.

Workflow and Project Leadership: ensure pod mobilization plans, refinement of stories and dependencies, and alignment between various pod roadmaps. Provide oversight to ensure alignment with Agile/Scrum practices.

Qualifications:

• Bachelor’s degree in a field such as business, marketing, design, data science, computer science, engineering, product management, or another related field.

• 8-10 years of Financial Services experience in marketing, product management, user experience design, and/or program management.

• Ability to speak multiple languages a plus.

• Experience with translation technologies, and practices a plus.

• Proven track record of delivering collaborative projects in an Agile environment.

• Strong leadership and communication skills with the ability to influence and collaborate effectively across functions and levels of the organization. Ability to circumvent roadblocks.

• Understanding of product management methodologies, including Agile, Scrum, and Lean.

• Experience with human-centered design ideation and methodologies.

• Analytical mindset with the ability to use quantitative and qualitative data to make informed decisions and drive product improvements.

• Passion for technology, innovation, and beautiful digital customer experiences that are intuitive, seamless, and delightful. Customer-centric approach to product development and problem-solving.

• Comfortable with ambiguity and hungry to learn and tackle new challenges.

  Education:

• Bachelors Degree required

• Masters Degree a plus

Key Skills:

Agile Business Strategy Customer-Centricity

Agile Product Development Digital Vision

Business Savvy Industry Insight

Change Leader Innovation

Cross-Functional Collaboration Process Optimization

Hours & Work Schedule:

• Hours per Week: 40

• Work Schedule: M-F 8-5

Pay Transparency:

The salary range for this position is $103,000-$150,000 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the work location, and relevant skills and experience.

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits.

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens), provides 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, transgendered and transitioning individuals, 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. At Citizens we are committed to fostering an inclusive culture that enables colleagues to bring their best selves to work every day and where all are expected to be treated with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. We perform our best so we can do more for our customers, colleagues, communities and shareholders.

Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth

Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.

03/31/2025