Product Enablement Lead, Director

Description

About the Role

Citizens Commercial Bank is standing up a new Product organization, led by a Chief Product Owner reporting to the Head of Commercial. The Product Enablement Director is a foundational Day 1 hire and a force multiplier for the Chief Product Owner, owning the operating engine of the new function and ensuring the team can move quickly while maintaining responsible AI, risk, and financial discipline.

This leader will own a complex product enablement area covering business operations, financial planning, workforce planning, governance, executive reporting, vendor management, talent enablement, and the operating cadence that connects Product, the Commercial Analytics Team (joining as part of the EDA restructure), Engineering, Risk, Compliance, and the Commercial business. 

The Day 1 organization includes a Head of Product plus four product colleagues alongside the Commercial Analytics Team. The Product Enablement Director will help stand the function up, prove ROI quickly, and prepare the operating model to scale in early 2027 as Product Owners and dedicated onshore and offshore scrum teams are added for Treasury, Operations, and other Commercial domains.

Primary Responsibilities

Operating Engine of the Commercial Product Organization

• Own the operating cadence of the new Commercial Product function, including daily, weekly, monthly, and quarterly leadership forums, ensuring decisions are made quickly and teams stay aligned on priorities.
• Build the operational dashboards and reporting that provide visibility into product delivery, AI use case pipeline health, adoption, banker productivity, and business outcomes.
• Ensure alignment across Product, the Commercial Analytics Team, Engineering, Design, Risk, Compliance, and Commercial business partners.

Strategic Product Enablement

• Proactively shape roadmap direction and prioritize highest value outcomes across the GenAI Banking Platform, Insights and lifecycle, AI governance, and analytics workstreams.
• Make complex tradeoff decisions across value, effort, risk, and capacity, and anticipate second order impacts across customer experience, technology, and operations.
• Drive strong discovery, testing, and continuous optimization practices so the team consistently solves the right problems and improves over time.
• Apply strong domain and technical expertise to decision making, with informal leadership across multiple teams and systems.

Customer Alignment and Empowerment

• Align the Commercial Product organization's goals and roadmap to the values and needs of Commercial bankers and clients, using a needs based approach that creates a seamless, personal Citizens brand experience.
• Build the routines that bring banker and client research, journey insights, and feedback directly into product prioritization and value proposition decisions.
• Lead the operating model that gives bankers and clients the tools, dashboards, self service resources, and information they need to make well informed decisions and reach their goals faster.
• Coach product teams and stakeholders on how to use these tools and resources, and on the competitive implications of empowered, digitally enabled customers.

Customer Intelligence and Insight Operations

Stand up the customer intelligence operating model for Commercial, establishing processes to collect, integrate, and act on customer interaction data across channels (digital, email, messaging, banker interactions, servicing).

• Partner with the Commercial Analytics Team and the AI Product Lead to apply data technologies, including natural language processing (NLP), to draw deeper insights about Commercial clients and bankers.
• Coach product and analytics colleagues on translating customer intelligence into data driven decisions that shape product strategy, marketing channel choices, and frontline routines.
• Establish the governance, quality, and consent standards for customer data used across Commercial Product and Analytics.

Digital Strategy and ROI Discipline

• Partner with the Chief Product Owner to develop and steward the Commercial digital strategy, integrating emerging technologies, tools, and systems (GenAI, agents, data platforms, cloud, decisioning) to drive competitiveness and business continuity.
• Optimize the mix of emerging technologies to maximize ROI across the GenAI Banking Platform, Insights and lifecycle, and analytics investments.
• Coach product teams and stakeholders on how digital strategy choices translate into competitive advantage and measurable banker productivity, revenue, and risk outcomes.
• Lead the business case, value tracking, and ROI reporting motion for the function.

Workforce, and Vendor Management

• Own workforce planning and allocation across the Day 1 team and the 2027 scale up, including onshore and offshore scrum capacity, contractor mix, and vendor partner footprint.
• Build the vendor and partner management discipline, including sourcing strategy, MSAs, SOWs, and ongoing performance management for GenAI, data, and platform vendors.
• Partner with the Chief Product Owner on business cases, ROI tracking, and investment decisions, surfacing where to lean in and where to deprioritize.

Governance, Risk, and Responsible AI Discipline

• Operationalize the governance frameworks that allow Commercial to move quickly while maintaining responsible AI discipline, including the AI use case intake, prioritization, and value tracking process.
• Participate in financial risk management activities for the product portfolio, assisting in calculating and managing risks the organization may face and recommending appropriate models and controls.
• Embed risk, compliance, model risk, legal, privacy, and audit considerations early into product routines so issues are anticipated and managed, not retrofitted.

Executive Reporting and Stakeholder Communication

• Build the executive reporting motion for the Head of Commercial, the Commercial leadership team, and enterprise partners, including CHRO, CFO, CRO, CIO, and EDA leadership.
• Prepare board, ELT, and Commercial leadership updates that clearly translate progress, risks, ROI, and roadmap into executive ready narratives.

Scale and Transformation Readiness

• Prepare the operating model for the 2027 scale up, including the addition of Product Owners for Treasury, Operations, and other Commercial domains, plus dedicated onshore and offshore scrum teams.
• Address systemic delivery issues and continuously improve operating efficiency across the product area.
• Be accountable for sustained outcomes, not just delivery milestones, with high ownership of how the function performs over time.

Required Qualifications

• 7+ years of progressive experience in Product Operations, Product Enablement or Business Management roles supporting Product, Technology, or Digital organizations, ideally within Commercial Banking or financial services.
• Demonstrated experience standing up or scaling a new function, including operating model design, financial planning, workforce planning, and governance.
• Proven ability to lead initiatives across multiple teams or systems and to influence senior stakeholders without direct authority.
• Strong understanding of Agile and Scrum delivery, including hybrid onshore and offshore scrum models.
• Familiarity with AI and GenAI product delivery and responsible AI considerations such as accuracy, transparency, bias, privacy, and human oversight.
• Excellent executive communication and the ability to translate complex topics into clear, decision ready narratives.
• Bachelor's degree in business, finance, computer science, engineering, or related field.

Preferred Qualifications

• Prior experience as Director of Product Enablement in a Commercial Bank, Corporate Bank, or large fintech.
• Capital markets product management experience highly desired.
• Experience operationalizing AI governance frameworks, use case intake processes, and value realization tracking at enterprise scale.
• Familiarity with financial services budgeting, vendor management, and contracting practices.
• Experience with JIRA, Confluence, Salesforce.com, Dealcloud, modern data platforms, and product analytics tooling.
• Certified Scrum Product Owner (CSPO), SAFe, PMP, or equivalent.

Skills and Competencies

• Strong problem framing and decision making capability
• Data driven and customer led mindset
• Comfort navigating ambiguity and influencing senior stakeholders
• High ownership and accountability for sustained outcomes
• Strong commercial instincts with the ability to connect product decisions to revenue, productivity, and risk outcomes
• Force multiplier orientation, with the ability to amplify the Chief Product Owner and the broader leadership team
• Discipline around financial planning, governance, and operating rhythm
• Ability to build empowered teams and establish an inclusive work environment

Hours and Work Schedule

Hours per Week: 40 Work Schedule: Monday through Friday Work Arrangement: in office/4-1 Hybrid

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.