Description
Citizens is seeking a seasoned, dynamic Group Product Manager to join the Consumer Bank. This leader will build and evolve the strategy and delivery of the next generation of end-to-end new to bank payment and servicing journeys that will address both customer needs and business objectives. The ideal candidate will have a proven track record of driving transformational product improvements, delivering high-impact solutions that differentiate the bank in a competitive landscape, managing a variety of cross-functional teams, and leading through operating model evolution. This role requires a candidate with deep expertise in payment and money movement systems, such as Zelle, ACH and real-time transfers, debit and credit cards, and wires, as well as servicing and vendor systems.
Key Responsibilities:
Product strategy: Set direction and vision for cross-functional teams, aligning to broader goals and organizational objectives. Challenge the status quo in driving innovation and finding sustainable value creation opportunities across payments and servicing teams. Drive short-term objectives and long-term vision fueled by a deep understanding of customer and business needs.
Product policy: Inform and take accountability for risk and fraud policies in order to optimize product and customer friction areas, namely across payments, product and servicing/account management needs. Define risk appetite and own financial implications of product optimization decisions. Influence AML, vendors, operations, identity, authentication and data infrastructure decisions to enable foundational product enhancements.
Marketing strategy: Influence communication strategy for key everyday banking moments to remove friction in payment and servicing experiences and optimize experience outcomes.
Cross-Functional Collaboration: Collaborate closely with product, sales, engineering, design, marketing, fraud, risk, and other stakeholders to develop and enhance NTB payment and servicing experiences, ensuring strategic alignment, successful solution delivery and end-to-end experience management across all channels (Digital, Branch, Contact Center).
Product Development: Oversee the entire product development lifecycle from concept to launch to ongoing optimization across teams, ensuring high-quality deliverables on time and within budget. Ensure delivery appropriately equips frontline teams with tools, training, and resources to enable product vision end-to-end.
User Experience: Champion the user experience, ensuring journeys are intuitive, user-friendly, and deliver exceptional value to customers and colleagues. Illustrate to teams how products fit into the larger ecosystem and anticipate impacts from changes in other parts of the business, partnering to evaluate tradeoffs of product decisions and customer experience impacts. Obsess over the customer journey including all brand touchpoints and environments the customer experiences.
Continuous Improvement/Prioritization: Continuously seeking ways to enhance new customer everyday banking experiences through innovation and iteration based on customer/colleague feedback, business outcomes, and market insights. Prioritize across policy, process, marketing and customer / colleague experiences to improve outcomes.
Market Landscape: Work with research teams to conduct market research to identify opportunities, assess competition, and gather insights to inform product decisions. Stay ahead of industry trends, competitive movements, and emerging technologies to maintain a competitive edge; identify cutting edge digital and fintech solutions to improve distinction and customer experience.
Testing and Optimization: Build robust test and learn agendas and analyze user data to optimize new-to-bank payment, servicing and account management experiences. Ensure initiatives are delivering a high return on investment.
Metrics and Analysis: Develop KPIs to track end-to-end journey performance and provide actionable insights to executive leadership. Take actions to address any issues or opportunities for improvement, refining your team's roadmap as the data dictates. Analyze customer data to identify key opportunities for product or service enhancements. Transform customer insights into actionable strategies.
Regulatory Compliance: Ensure that payments, servicing and account management experiences comply with relevant banking regulations and data privacy laws while also pushing the envelope to build an optimal experience that maximizes opportunity while minimizing risk. Champion well managed, timely issue escalation and resolution.
Partnerships: Establish and maintain strategic partnerships with key stakeholders, including financial institutions, technology providers, and regulatory bodies.
Stakeholder Communication: Communicate product plans, progress, and results to executive leadership, stakeholders, and cross-functional teams. Gain support and commitment from others through being diplomatic and using tact to achieve outcomes. Rally teams around your product vision and influence prioritization across partner teams. Elevate dependencies and impediments and recommended solutions.
Team Leadership: Foster a culture of collaboration and innovation. Collaborate with technical teams to manage agile planning and implementation processes, ensuring effective execution of project milestones. Lead across functions and teams to deliver on a cohesive vision. Build organizational followership.
Experience and Skills
Minimum of 7-10 years of experience in digital payments, financial services and/or operations, with proven track record of delivering frictionless customer experiences and process transformation
Deep knowledge of market trends, regulatory requirements, and fintech integrations. Proven ability of partnering with risk, controls and governance teams to ensure compliance and drive business decisions on acceptable risk tolerance/acceptance
Strong leadership and communication skills, with the ability to influence and collaborate effectively across functions and levels of the organization. Ability to circumvent roadblocks and build advocates for your vision across an organization.
Deep understanding of product management methodologies, including Agile, Scrum, and Lean.
Experience with product management tools such as JIRA & Confluence
Strong analytical skills and problem solving mindset, ability to interpret/use quantitative and qualitative data and assess trends, diagnose problems, and recommend action plans to resolve issues.
Passion for technology and innovation, with a customer-centric approach to product development. Ability to bring teams together to problem solve what is possible.
Experience managing multiple pods/squads simultaneously and cross-functional partner teams. Ability to drive teams toward common goals and put the team before yourself.
Comfortable with ambiguity and a hunger to learn and tackle new challenges.
Demonstrated technical acumen and an ability to work with product, technology, and operational organizations to align product and technology roadmaps
Comfortable with fast-paced environments and changing requirements, as well as the ability to think strategically about new product innovations.
Visionary thinker with a strategic mindset and a proven ability to drive innovation and product improvements across multiple teams.
Self-starter and highly motivated for success
Experience with human-centered design ideation and methodologies
Education & Certificates
Bachelor's degree in Business Administration, Finance, technology or a related field (MBA preferred).
Hours & Work Schedule
Hours per Week: 40
Work Schedule: Monday-Friday
Hybrid: 4 days per week onsite at a Citizens Corporate Office
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) 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.
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.
