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Citizens Bank Experience Owner II: Personalized Engagement, Enterprise Customer Communications in Westwood, Massachusetts


The Enterprise Customer Communications Experience Owner II (EO2) collaborates with business, technology, marketing, and analytics partners to prioritize, enhance, and deliver new multi-channel personalized communication experiences from ideation through production. The individual in this role will define, develop, and lead the implementation of personalized communications roadmaps and capabilities to support business and customer needs. The Experience Owner will be responsible for leading an agile mindset across 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 EO2 will combine strategy, thought leadership, collaboration, influence and execution to drive the development, delivery and optimization of personalized experiences and multi-channel communications including Email, SMS and Mobile that align to the delivery towns’ prioritized backlogs, contributing to their overall OKRs.

The EO2 will work in concert with the Agile Coach and Scrum Master to evaluate the performance of the pod to ensure the team is reaching their full velocity and output. This individual will also be responsible for providing transparency and ongoing communications with business partners and the Personalization Neighborhood and Town Leads, along with other key stakeholders.

Primary responsibilities include:

  • Partner closely with business unit senior leadership to deliver on the strategy and roadmap for continuous business growth and improvement of customer outcomes and experience

  • Serve as key leader on agile team(s):

  • Empower pod members to continuously learn and a grow

  • Prioritize work against clearly defined outcome-oriented goals, metrics and OKRs

  • Support an agile mindset across internal teams to drive the transition to a customer-centric organization

  • Provide oversight to ensure alignment with agile/scrum practices

  • Participate in scrum of scrums ceremony aiding in impediment removal and owning applicable tasks

  • Provide feedback to pod members on performance, and work with the Agile Coach and Scrum Master to evaluate the performance of the Pod and its members

  • Ensure personalization vision and experiences align within team strategy and requirements by collaborating with stakeholders

  • Responsible for the strategic development, end-to-end execution and optimization of personalized customer communications and experiences

  • Frequently review and analyze metrics and OKRs to update to key stakeholders on progress against product roadmap

  • Create, prioritize and refine backlog in collaboration with Neighborhood Leads to deliver the most valuable work first, while ensuring technical integrity of all features or components


Required Skills/Experience:

  • 10+ years of experience in Multi-Channel Direct Marketing/Communications Initiatives

  • Understanding of Agile methodologies, tools, and techniques

  • Ability to learn and adjust based on feedback and make decisions based on client needs. Seek out and use different ideas and viewpoints. Design from the customer point of view. Think beyond a single interaction – design, deliver and support great end-to-end experiences

  • Ability to navigate through the unknown, proactively reaching out to cross-functional teams to identify connections along the journey

  • Leverage knowledge, partnerships, and relationships to remove obstacles while driving for speed, agility, and simplicity

  • Results oriented. Ability to hold yourself and others accountable; coach and encourage others to do more

  • Innovative, enjoys thinking outside of the box and developing new ways of doing something

  • Organized and communicates effectively

  • Ability to influence key partners and stakeholders

    Preferred Skills/Experience:

  • Experience in financial services

  • Experience working with Technology Teams

  • Experience working with Communications teams

  • Experience working in JIRA & Confluence

    Education, Certification, and/or Other Professional Credentials:

  • Bachelor’s degree required; Master’s degree preferred

    Hours and Work Schedule Hours per Week: 40 Work Schedule: Monday - Friday


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.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability or perceived 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.

Equal Employment and Opportunity Employer/Disabled/Veteran

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.