Experience Owner - Fraud Alerts & Case Management

Role Overview
As an Experience Owner (EO) for the Alerts & Case Management Delivery Pod, you will lead the development and evolution of Oak, Citizens’ new internal alerts management platform. This role is critical to the Fraud Redesign initiative, part of the broader Reimagine the Bank program, which is transforming how we protect customers and manage fraud.

You will own the vision and roadmap for Oak, turn strategy into actionable work, and collaborate with business, technology, and analytics teams to deliver features that improve fraud alert handling. Using Agile practices, you will ensure timely delivery, customer-centric design, and continuous improvement.

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.
• Support development of UI prototypes, assist with data provisioning, and analyze usage and behavioral data.
• 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.
• Ability 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.  

• 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 very local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits.

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