Platform Product Owner- Personalized Communications

Description

Citizens’ Enterprise Customer Communications Platform Team is seeking an innovative Platform Product Owner (PPO) thought leader who excels at collaborating with business, technology, marketing and analytics partners to prioritize, enhance, and deliver multi-channel personalized communications capabilities that are valuable to users, user-friendly, technically feasible, and aligned with business’s goals and Citizens’ customer communication needs. Working closely with the Platform Manager, the PPO will define, develop, and oversee the implementation of a cross-platform capabilities vision, strategy, and roadmap to support the advancement of the execution and delivery of best of class personalized communications. The PPO will provide support and guidance to the Product Owners of the communications products that are used for the development and delivery of regulatory, servicing and marketing messaging and experiences across multiple channels, including Email, SMS, In-App, .com, Push and Agent Assisted. 

The PPO should be passionate about creating user-centric, value-driven solutions and thrive in a dynamic environment, looking to contribute to the success of our communications platform. 

Key Responsibilities

• Work with customers, key partners, and colleagues to help to define a product vision and strategy that is aligned with the high-level product roadmap
• Work with team to define and articulate a long-term product strategy and roadmap with clearly defined business metrics and targets
• Define product direction, prioritize and manage features that will deliver best of class experiences for stakeholders.
• Analyze user feedback and data from the existing communications platform and combine these insights with market analysis to drive product strategy.
• Supports multiple projects with successful results and within reasonable timeframes. Understands and can explain project direction, approach, priorities, events and status to all project resources and business leaders. Ensure project deliverables are on time while meeting customer goals and expectations.

Qualifications

Key Skills & Competencies:

• 7+ years of experience in Multi-Channel Direct Marketing/MarTech Platform Integrations, a proven track record of driving innovation and change, and an understanding of emerging technologies in this space.
• Direct experience with tools such as Pega Customer Decisioning Hub, Zeta Marketing Platform, Adobe Campaign/Journey Optimizer, Salesforce Marketing Cloud, Persado
• Understanding of Agile methodologies, tools (JIRA) 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 capabilities. 
• 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 
• Organized and communicates effectively
• Ability to influence key partners and stakeholders

Preferred Experience

• Bachelor’s degree required
• Experience working with Technology teams
• Experience working with Communications teams
• Experience working in JIRA & Confluence

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

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability or perceived 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.

Equal Employment and Opportunity Employer/Disabled/Veteran

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.

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Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens), provides 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, transgendered and transitioning individuals, 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 colleagues to bring their best selves to work every day and where all are expected to be treated with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. We perform our best so we can do more for our customers, colleagues, communities and shareholders.