Servicing Journey Reimagination Experience Owner

Description

Experience Owner: Servicing Journey Reimagination

The Experience Owner (EO) is accountable for reimagining and delivering end‑to‑end customer servicing journeys that are simpler, faster, and more digital. This role partners closely with business, technology, analytics, and operations teams to shift Citizens from project‑based delivery to product‑ and journey‑based execution, maximizing customer experience and business value.

The EO operates with a digital‑first mindset, leveraging automation and AI to increase straight‑through processing and self‑service, reduce friction, and deliver measurable customer and financial outcomes. This is a highly visible role with significant cross‑functional influence.

What You’ll Do

• Own the vision, roadmap, OKRs, and outcomes for assigned servicing journeys
• Translate journey strategy into clear requirements, epics, user stories, and acceptance criteria
• Lead cross‑functional agile pods, enabling alignment, execution, and continuous improvement
• Drive journey digitization, automation, and AI‑enabled servicing improvements
• Use data, agile metrics, and customer insights to measure progress and guide decisions
• Facilitate release planning, demos, and alignment across product, technology, and business teams
• Identify and prioritize cross‑journey enablers that unlock scale and efficiency
• Act as a servant leader, working closely with teams onsite to coach, unblock, and accelerate delivery
• Stay current on market trends and customer expectations to continuously evolve the experience

Must Have

• 7+ years of experience in product development, digital strategy, marketing, process design, or UI/UX
• Experience owning end‑to‑end products or customer journeys, including vision, roadmap, and outcomes
• Proven ability to set and execute against OKRs tied to customer and financial results
• Strong working knowledge of Agile methodologies and hands‑on experience with backlog management, story writing, demos, and release planning
• Experience driving front‑to‑back process reengineering, digitization, and automation
• Ability to translate complex business problems into clear, executable requirements
• Strong data and storytelling skills to synthesize insights and influence stakeholders
• Demonstrated ability to lead through influence in a highly collaborative, cross‑functional environment
• Customer‑first mindset with a track record of improving experience, speed, or effort

Nice to Have

• Experience applying automation or AI to servicing or operational workflows
• Background in regulated or complex enterprise environments
• Familiarity with service operations, contact centers, or back‑office servicing flows
• Experience supporting large‑scale digital transformation or operating‑model change
• Exposure to analytics, experimentation, or behavioral data to guide product decisions

Role Logistics

• Hours: 40 hours per week
• Schedule: Monday–Friday
• Work Model: Hybrid, four days per week onsite at a Citizens corporate office
• Locations: Johnston, RI or Westwood, MA

Pay Transparency 

The salary range for this position is $123,000-$170,000 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.

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.