Digital Channel Strategy & Change Manager - Citizens

Description


3 days Hybrid from one of locations in RI, MA locations.



Role is not relocation eligible.



Citizens is seeking a Commercial Banking Digital Channel Strategy & Change Manager, within our Commercial Digital Strategy team, to lead efforts in accelerating a unified portal platform experience for commercial, business and private banking clients.



The candidate:



As a Digital Channel strategy and delivery leader, you will work closely with various product owners and cross-functional teams to drive the development and delivery of unified, seamless user experiences that optimize authentication, content delivery and transactional capabilities from more than a dozen existing standalone client-facing portals.



This role will be instrumental in bringing innovative ideas and disruptive technologies to reality. Working with core engineering teams, interface designers, data scientists, and researchers to build our flagship products and features into a single unified experience, you will have a significant impact throughout Citizens and your expertise and passion will be quickly felt and recognized. Through collaboration and coordination, we will ensure that the unified platform meets the complex and diverse needs of our clients and enhances their satisfaction with our solutions.



Your responsibilities:



In this role, your focus will be to enable our clients to easily and efficiently utilize a wide array of Commercial Banking products, services and transactions in a consistent manner. In overseeing the seamless integration of multiple product-specific portals into a single, cohesive servicing platform, you will be responsible for:





+ Leading the development of the vision, strategy, and roadmap for the unified portal platform – ensuring clear objectives and priorities are in alignment with Citizens’ business goals and customer needs.



+ Working closely and collaboratively with engineering, design, customer support, marketing, sales, and other stakeholders to ensure alignment and successful execution of the unified portal roadmap.



+ Champion a user-centric mindset throughout the product lifecycle. Conduct user research, gather insights and translate findings into actionable product enhancements and user materials that enhance customer satisfaction and drive engagement.



+ Drive the end-to-end product development process, from concept to launch. Work across various functional areas including Enterprise Experience design, Product Engineering, Architecture, Cybersecurity and Client Servicing to define product requirements, manage sprints, and ensure the timely release of high-quality features and updates.



+ Establish key performance indicators (KPIs) and metrics to measure success. Continuously monitor performance, analyze data, and iterate on the product to enhance usability, functionality, and overall user experience.



+ Influence executive leadership with clear and concise written and verbal messaging that conveys complex business and technical problems and solutions.



+ Leverage design and change management tools and resources available, to drive journeys, experiences, user stories, acceptance and success criteria.





This is a highly visible role suited to an experienced and adaptable candidate with a proven track record of successful technology consultation development of strong and beneficial stakeholder relationships.



The Business: Operations, Commercial Banking



Commercial Digital & Operations supports a diverse range of products including Cash Management and Liquidity products, Global Wire Transfer, Automated Clearing House (ACH), Electronic Data Interchange (EDI), Wholesale Lockbox, International Trade & Supply Chain Finance, Foreign Exchange, Interest Rate Derivatives, Commodities, and Commercial Loans, Asset Based Lending and Leasing products. Many of these are delivered for Commercial, Business and Private Banking clients.



Desirable Qualifications and Experience





+ Bachelors degree (majors in Technology, Data, etc. preferred)



+ 10+ years hands-on product management experience with end-to-end software development of complex multi-tiered systems in an agile environment



+ Experience in the financial services or another highly regulated industry; understanding of the role of commercial and wholesale banks; with experience in handling sensitive/confidential data



+ Experience with multiple IT disciplines as well as demonstrable understanding of relevant architectural concepts including interface design (UX/UI, multi-device, omni-channel), branding, content management and delivery (e.g., Design Systems, Content Delivery Networks), data and transaction delivery (e.g., system integration, APIs, etc.), and authentication, accessibility and entitlements (e.g., biometrics, identity management, SSO, etc.)



+ Familiarity with web and information architectures, including front end frameworks (e.g., Angular/React/Vue), development languages (e.g., Python3, Java, JavaScript, Ruby, Golang, C, C++, etc), and Artificial Intelligence capabilities (Predictive and Generative AI).



+ Strong communication skills including the ability to facilitate technical conversations with non-technical stakeholders including business analysis, solutions crafting, interaction management and presentation skills



+ Advanced problem solving and the ability to analyze data, identify trends, formulate business cases/proposals, and to navigate complex governance processes



+ Ability to multitask and prioritize in a fast-paced environment, working under own initiative to drive results





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


At Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. 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 (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), 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


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


Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth







Background Check



Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.

10/09/2024