Description We are seeking a strategic, customer-focused Experience Owner to drive onboarding, engagement and deepening across post-acquisition Deposits business line. In this role, you will be responsible for owning and enhancing the end-to-end customer experience, leveraging data-driven insights, innovative strategies, and Agile methodologies to deliver impactful outcomes. You will be a collaborative leader, working closely with cross-functional teams to ideate, test, and implement initiatives that deepen customer relationships and maximize value. Your focus will be on creating seamless, personalized experiences across the customer journey, from onboarding to retention, while delivering measurable business results. Key Responsibilities: 1. Test & Learn Strategy: • Develop and implement a robust testing strategy to identify growth opportunities for our existing customer base that aligns to our critical OKRs focused on deeply engaged, active saver, upgrades and retention. • Execute iterative experiments to optimize messaging, offers, customer experiences for our key segments. • Use data and insights to refine hypothesis, scale successful strategies and drive measurable improvements across the customer lifecycle. 2. Agile Leadership & Execution: • Lead the DEL pod to deliver customer-driven initiatives, ensuring alignment with business goals and priorities. • Manage Agile ceremonies, including backlog prioritization, sprint planning, daily standups, and sprint reviews. • Oversee test-and-learn programs, ensuring rapid iteration and results-driven improvements in messaging, offers, and engagement tactics. 3. Collaboration & Cross-Functional Leadership: • Collaborate with stakeholders across Marketing, Product, and Analytics to develop and execute customer-focused strategies. • Serve as the key point of contact to ensure alignment between business objectives, marketing initiatives, and customer experience outcomes. • Partner with internal teams and external agencies to implement campaigns and strategies effectively. 4. Performance Measurement & Reporting: • Track and evaluate the success of initiatives using KPIs such as MOB3 and portfolio deeply engaged, active saver penetration and retention post offer fulfillment. • Share performance insights with senior leadership, highlighting successes, challenges, and recommendations via sprint reviews and other stakeholder forums. 5. Budget Management: • Manage program budgets effectively, ensuring activities deliver maximum value. • Provide accurate and timely cost estimates and track expenditures in line with financial guidelines. Qualifications: Required Skills & Experience: • Proven experience in customer experience strategy, marketing, or program ownership roles, ideally within a fast-paced, cross-functional environment. • Strong understanding of Agile methodologies, with experience leading pods or squads to deliver measurable outcomes. • Excellent collaboration, communication, and interpersonal skills, with the ability to influence and align diverse stakeholders. • Demonstrated ability to develop creative, results-driven strategies to solve complex problems. • Exceptional prioritization skills with the ability to manage multiple initiatives in a dynamic environment. Preferred Skills & Experience: • Experience with test-and-learn methodologies to optimize messaging, offers, and campaigns. • Familiarity with customer segmentation, digital marketing strategies, and lifecycle management programs. • Knowledge of financial services, large-scale customer-facing programs, or product launches. • Proficiency with marketing technology systems (e.g., MRM tools) and data analysis platforms. Education: • Bachelor’s degree in business, marketing, communications, or a related field. What You Bring: You are a proactive leader with a passion for delivering exceptional customer experiences. You have a track record of turning insights into action, driving results through collaboration, and thriving in an agile, results-driven environment. Your ability to balance strategic vision with hands-on execution will be key to driving success in this role. Hours & Work Schedule + Hours per Week: 40 + Work Schedule: Monday - Friday 3 days in the Westwood MA office 2 days remote 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 At Citizens, we are committed to fostering an inclusive culture that enables colleagues to bring their best selves to work every day. Employment decisions are based solely on experience, performance, and ability. 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 (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), 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 Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates. 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. 01/14/2025