Experience Owner I -Wealth Client & Advisor Insights Agile Pod

Description

The Experience Owner I (EO I) for the Client & Advisor Insights Agile Pod within Wealth Management plays a critical role in shaping how advisors engage clients through data-driven, digital-first outreach. This role blends product ownership, strategic thinking, and agile delivery to design, build, and optimize scalable client communication journeys that deepen engagement, surface insights, and drive growth across an advisor’s book of business.

The EO I partners closely with the Neighborhood lead, business stakeholders, marketing, technology, data science, and analytics teams to translate client and advisor needs into prioritized product features and experiences. Leveraging Salesforce platforms—including Salesforce Financial Services Cloud and Salesforce Marketing Cloud—the EO I leads an agile pod responsible for delivering capabilities that enable timely, relevant, and compliant client outreach while providing measurable insights into effectiveness and outcomes.

Key Responsibilities

Client & Advisor Engagement Strategy

• Develop and execute client outreach journeys leveraging Salesforce Marketing Cloud, focusing on triggering events, behavioral signals, and key data contained within Wealth Salesforce to deliver timely, relevant communications to clients in an advisor’s book of business.
• Define strategies and scalable email and digital journeys that enable advisors to easily deliver approved, personalized content aligned to client needs, preferences, and lifecycle moments.
• Ensure journeys and outreach experiences are designed end-to-end, from advisor initiation through client engagement and follow-up insights, with a strong focus on usability, adoption, and measurable value.
• Partner with business, marketing, and data science teams to develop and operationalize models and strategies that leverage enterprise data to identify leads, opportunities, and next-best actions for advisors.
• Identify, evaluate, and implement features and technologies that enhance advisor outreach and tracking of results, such as:
  • Integrated outbound calling
  • Appointment scheduling and calendar synchronization with Salesforce
  • Enhanced activity tracking and reporting
• Collaborate with risk, compliance, and technology partners to ensure all solutions meet regulatory, legal, and data governance standards within a highly regulated environment.
• Support change management and adoption by partnering with stakeholders to promote digital-first workflows and consistent client engagement practices.

Product Ownership & Agile Delivery

• Working with the Neighborhood lead, own and communicate a clear product vision and roadmap for client insights and outreach capabilities, aligned with Wealth Management business objectives and advisor workflows.
• Translate strategy and vision into epics, features, and user stories with clear acceptance criteria; continuously refine and prioritize the product backlog to deliver maximum value.
• Lead an agile pod of cross-functional partners (technology, design, data, analytics) through all phases of delivery, from ideation through production and release.
• Participate in and support agile ceremonies, including sprint planning, backlog refinement, reviews, and retrospectives, fostering a high-performing and empowered team culture.
• Define success metrics, KPIs, and OKRs for client outreach journeys, and analyze engagement, behavioral, and outcome data to inform ongoing optimization and roadmap decisions.

Required Experience & Skills

• Strong understanding of the wealth management industry, advisor workflows, and the affluent, high net worth and ultra high net worth client journey.
• Experience working in agile product teams, with hands-on ownership of backlogs, roadmaps, and delivery outcomes.
• Working knowledge of Salesforce Financial Services Cloud; experience with Salesforce Marketing Cloud or similar digital engagement platforms preferred.
• Experience partnering with data, analytics, or integration teams to deliver insights-driven solutions.
• Ability to analyze metrics and results to communicate progress against objectives and inform product decisions.
• Strong communication, stakeholder management, and influence skills, with the ability to align diverse partners around shared outcomes.

Core Competencies

• Customer & Advisor Centricity
• Risk Awareness & Execution Excellence
• Strategic Thinking & Business Acumen
• Agile Product Ownership & Backlog Management
• Data-Driven Decision Making
• Collaboration & Stakeholder Influence
• Change Leadership & Continuous Improvement

Preferred Qualifications

• Bachelor’s degree
• Experience in financial services or wealth management
• Familiarity with marketing automation, client engagement analytics, or lead identification models
• Experience operating in regulated environments with established risk-based controls

Hours & Work Schedule

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

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.