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Citizens Bank Product Communication Specialist in Westwood, Massachusetts


As a Product Communication Specialist, you understand that every communication has a goal and desired outcome, and you strive to identify customer needs to craft the right content using the right delivery method to meet those needs. You also advocate for solutions that balance the needs of our customers with business objectives.

Citizens Access, a division of Citizens Bank, is an online-only banking platform offering no fee, FDIC-insured savings and certificate of deposit accounts. Our communications are delivered digitally and this role will be responsible for crafting compelling and effective on-brand content to be used across a variety of mediums such as chat, email or web. This role works cross-functionally with many departments including Product, Marketing, Operations, Customer Experience, Legal, Regulatory and Compliance to ensure Citizens Access’ continued success.

Successful candidates will have a strong work ethic, be self-motivated, and creative with strong writing skills and exceptional attention to detail. They will also thrive in an ever-changing, results driven environment with the desire to learn and grow as we also evolve our business.

Primary responsibilities include:

  • Content Development – Responsible for creating content for our chat library with the goal of an elevated user experience to help support customer engagement and drive dedication. Content creation will range from greetings and welcome messages to scripting and overall library creation and curating. We want our content to represent an authentic conversational experience aligned with our brand. The right candidate needs to have a passion for customer experience and engagement with an outstanding perspective on how to help us say the right thing at the right time.

  • Content Execution & Management – Support the Product team with requirements development for our content and communications including execution, testing, and ongoing monitoring of our efforts and tools to ensure they’re working as designed and intended. Collaborate with colleagues on overall communications strategy. Will work with team members to analyze the effectiveness of our content which may include establishing metrics, dashboards, and insights into ongoing trends.

  • Risk & Compliance – Accountable for ensuring that all Citizens Access communications are fully compliant with al laws and/or regulations, using enterprise systems for approvals, auditing and management.


  • 3 – 5 years of experience in copywriting, social media management, communications, content marketing or a related field

  • Upbeat, efficient, self-motivated, and inventive team player as well as individual contributor

  • Proven writing and copy-editing skills

  • Meticulous attention to detail, able to multitask, meet deadlines, and adjust to changing priorities

  • Strong research skills to stay on top of current trends

  • Ability to quickly adapt to and grasp new systems and tools

  • Proficient with MS Office Suite particularly with Word, Excel, and PowerPoint

  • Knowledge of banking products and functions is helpful but not required

  • Bachelor’s Degree preferred

  • May be asked to provide writing samples

    Hours and Work Schedule

    Hours per Week: 40

    Work Schedule: M-F 8-5

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.