Job Description

The Experience Owner II (EO2) collaborates with Consumer Credit Card business, technology, and analytics partners to prioritize and deliver on the strategic vision of new products & services. While working within in an agile pod, Experience Owners are expected to facilitate bold thinking, drive innovation and deliver on strategic objectives through strong operational execution.

The EO2 will focus on the long-term vision for the product, identifying trends in the external marketplace, outcomes or themes supported by the product, ensure adoption of the product, and that the product is designed with the customer in mind. In collaboration with the Neighborhood Lead, the EO2 will also co-develop the strategy and roadmap for continuous growth and improvement of product outcomes to provide an exceptional customer experience.

The EO2 will be responsible for leading an agile mindset 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. Using a collaborative approach, and a “digital-first” mindset, the EO2 will drive continuous improvement to create and implement innovative products and solutions.

Primary responsibilities include

• Provide strategic leadership in shaping the long-term product roadmap, ensuring alignment with enterprise goals, customer needs, and market dynamics. Translate strategic vision into clear requirements, success metrics, and execution plans to guide agile delivery teams.
• Influence and partner with senior leaders, delivery teams, and external vendors to ensure timely delivery of high-impact functionality and capabilities that advance product strategy.
• Guide teams in exploring innovative concepts, fostering a culture of experimentation, continuous learning, and customer-driven design.
• Synthesize complex data, performance metrics, and agile insights to evaluate product progress, assess business impacts, and communicate results to executives and stakeholders.
• Leverage market intelligence and competitive research to identify emerging opportunities, evolving user needs, and areas for product expansion or optimization.
• Translate high-level strategy into actionable execution, prioritizing value-driven backlog items and ensuring strong alignment across cross-functional agile teams.
• Serve as a senior leader and mentor across agile teams, elevating delivery quality, product thinking, and execution discipline.
• Lead enterprise-wide product demonstrations, strategic reviews, and experience showcases Develop prototypes, guide data needs, and analyze behavioral, transactional, and technical insights to inform decision-making.

• Monitor external marketplace trends, regulatory developments, and industry shifts to proactively inform product strategy and organizational priorities.

Qualifications, Education, Certifications and/or Other Professional Credentials

• Required Qualifications
  • 7+ years of experience in product development, digital strategy, marketing, or customer experience, with demonstrated leadership in shaping and delivering strategic product outcomes.
  • Proven ability to operationalize strategies by designing and implementing effective OKRs across teams and product portfolios.
  • Strong facilitation and leadership skills, with experience driving collaboration and innovation across diverse teams and domains.
  • Deep knowledge of agile practices (e.g., XP, Kanban, FDD), design thinking, and end‑to‑end process transformation.
  • Ability to translate complex business challenges into scalable technical solutions.
  • Demonstrated ability to apply modern technologies, frameworks, and industry best practices to solve business problems.
  • Extensive, up-to-date knowledge of relevant products, services, and digital ecosystems.
  • Ability to synthesize cross-functional data, customer research, and marketplace insights to shape product strategy and guide digitization efforts.
  • Expertise developing detailed functional requirements, producing compelling narratives, and driving stakeholder alignment.

  • Experience coaching and upskilling teams in requirements analysis, product thinking, and quality best practices.

• Required Competencies
  • 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

• Preferred Qualifications
  • Bachelor’s degree; Master’s degree highly desired
  • Experience in financial services

Hours & Work Schedule

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

Pay Transparency

The salary range for this position is $158,000 - 165,000 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

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide 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, 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 all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Equal Employment and Opportunity Employer

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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.