Experience Owner - Fraud Alerts & Case Management

Description

What You Will Do

• Define and deliver the product vision, roadmap, and objectives for Oak.
• Translate high-level strategy into clear requirements for the team.
• Collaborate with business, technology, and analytics partners to prioritize features and deliver value.
• Lead Agile ceremonies including release planning, demos, and backlog refinement.
• Ensure solutions align with customer needs and market trends.
• Drive adoption of digital-first, customer-centric design principles.
• Monitor team performance and Agile metrics, communicating progress against OKRs.
• Serve as a servant leader, fostering collaboration, innovation, and continuous learning.

About Oak

Oak is a new, proprietary platform built by Citizens to replace older systems like FPO. It centralizes fraud alert management across multiple channels (ACH, wire, check) and integrates with internal systems such as Redwood and FCRM/eCrimes for case tracking and referrals. Oak is designed to streamline fraud detection, improve customer experience, and support end-to-end digital transformation.

Qualifications

• 7+ years of experience in product development, digital strategy, or process design.
• Proven ability to set and achieve OKRs.
• Strong knowledge of Agile methodologies and design thinking.
• Experience with process reengineering and automation.
• Able to synthesize data and research to drive product decisions.
• Excellent communication and storytelling skills.

Education

Bachelor’s degree required; Master’s preferred.

Competencies

• Customer Focus
• Strategic Thinking
• Collaboration
• Innovation
• Agile Expertise
• Technical Excellence

Work Schedule

Hours per Week: 40
Monday – Friday

Pay Transparency

The salary range for this position is $130,000 - 155,000 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.

Note

Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of very local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits.

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.