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Product Owner: Personalized Customer Communications

Marketing, Digital Experience, and Communications, Data Analytics

Westwood, Massachusetts; New York, New York; Charlotte, North Carolina; Johnston, Rhode Island; Columbus, Ohio

Job ID: 227300

Full/Part Time: F

Shift: 1st Shift


The Personalized Customer Communications Experience Owner (EO) collaborates with business, technology, marketing and analytics partners to prioritize, enhance, and deliver new multi-channel personalized communication experiences from ideation through production. The individual in this role will define, develop, and lead the implementation of personalized communications roadmaps and capabilities to support business and customer needs. The Experience Owner will be responsible for leading an agile mindset across teams to drive the continued transformation from a project-based to a product-based organization focused on maximizing the value of the customer experience.

The EO will combine strategy, thought leadership, collaboration, influence and execution to drive the development, delivery and optimization of personalized experiences and multi-channel communications including Email, SMS, Mobile and Online that align to the delivery towns’ prioritized backlogs, contributing to their overall OKRs.

The EO will work in concert with the Agile Coach and Scrum Master to evaluate the performance of the pod to ensure the team is reaching their full velocity and output. This individual will also be responsible for providing transparency and ongoing communications with business partners and the Personalization Neighborhood and Enterprise Data and Analytics Town Leads, along with other key stakeholders.

Key Responsibilities

  • Partner closely with business unit senior leadership to deliver on the strategy and roadmap for continuous business growth and improvement of customer outcomes and experience.
  • Serve as key leader on agile team(s):
    • Empower pod members to continuously learn and a grow
    • Prioritize work against clearly defined outcome-oriented goals, metrics and OKRs.
    • Support an agile mindset across internal teams to drive the transition to a customer-centric organization.
    • Provide oversight to ensure alignment with agile/scrum practices.
    • Participate in scrum of scrums ceremony aiding in impediment removal and owning applicable tasks.
    • Provide feedback to pod members on performance, and work with the Agile Coach and Scrum Master to evaluate the performance of the Pod and its members. 
  • Ensure personalization vision and experiences align within team strategy and requirements by collaborating with stakeholders.
  • Responsible for the strategic development, end-to-end execution and optimization of personalized customer communications and experiences.
  • Frequently review and analyze metrics and OKRs to update to key stakeholders on progress against product roadmap
  • Create, prioritize and refine backlog in collaboration with Neighborhood Leads to deliver the most valuable work first, while ensuring technical integrity of all features or components.


Key Skills & Competencies:

  • 5+ years of experience in Multi-Channel Direct Marketing/Communications Initiatives
  • Understanding of Agile methodologies, tools and techniques
  • Ability to learn and adjust based on feedback and make decisions based on client needs. Seek out and use different ideas and viewpoints. Design from the customer point of view. Think beyond a single interaction – design, deliver and support great end-to-end experiences. 
  • Ability to navigate through the unknown, proactively reaching out to cross-functional teams to identify connections along the journey.   
  • Leverage knowledge, partnerships and relationships to remove obstacles while driving for speed, agility and simplicity.  
  • Results oriented.  Ability to hold yourself and others accountable; coach and encourage others to do more 
  • Innovative, enjoys thinking outside of the box and developing new ways of doing something 
  • Organized and communicates effectively
  • Ability to influence key partners and stakeholders

Preferred Experience

Hours and 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.


We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more.

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Awards We've Received


Dave Thomas Foundation for Adoption Top 100 Best Adoption-Friendly Workplace


Noteworthy Company for Diversity


Human Rights Campaign Best Places to Work for LGBTQ Equality


Military Friendly Employer