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
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
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.
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