Senior Product Manager/ Customer Engagement Lead

We are seeking a seasoned Senior Product Manager to join our dynamic team to lead and shape key initiatives that will drive the future direction and success of our customer engagement strategy, a critical imperative for Citizens Bank. The ideal candidate will have a proven track record of driving product and marketing strategy, managing cross-functional teams, and delivering successful experiences that meet both customer needs and business objectives. This role will lead the development and execution of strategies to enhance customer value and retention with a focus on optimizing user engagement and driving product adoption to ensure sustained customer satisfaction and growth for our Deposit Products. 

Responsibilities 

• Product Strategy: Lead the development and execution of product strategies for improving engagement and product adoption with our existing customers across channels, aligning with the bank's goals and customer needs. Challenge the status quo in driving innovation and finding sustainable value creation opportunities. Drive short term objectives and long-term vision fueled by deep understanding of customer needs. 


• Marketing Strategy: Drive go-to-market requirements for new product experiences and define engagement priorities to inform marketing strategy and roadmap, as well as learning needs to deliver on critical outcomes for your overall strategy. 


• Roadmap Management: Own the product roadmap, prioritizing features and enhancements based on customer feedback, market research, and business priorities. 


• Cross-Functional Collaboration: Collaborate closely with engineering, design, marketing, and other stakeholders to develop and enhance the engagement & communication strategy across our mobile app, Retail experiences and marketing, ensure alignment, successful product delivery and end-to-end experience management. 


• Product Development: Oversee the entire product development lifecycle from concept to launch to ongoing optimization, ensuring high-quality deliverables on time and within budget – leveraging agile methodologies.  Understand how your solutions fit into the larger ecosystems and anticipate impacts from changes in other parts of the business, partnering to evaluate tradeoffs of technical decisions and customer experience impacts. 


• Continuous Improvement: Continuously seeking ways to enhance customer engagement through innovation and iteration based on customer feedback and market insights, as well as robust data analytics and business insights. 


• Market Research: Conduct market research to identify opportunities, assess competition, and gather insights to inform product decisions. 


• Testing and Optimization: Build robust test & learn agendas and analyze user data to optimize the engagement and communication strategy to proactively meet user’s needs. 


• User Experience: Champion the user experience, ensuring products and supporting marketing experiences are intuitive, user-friendly, and deliver exceptional value to customers. 


• Metrics and Analysis: Define key performance indicators (KPIs) and analyze product metrics to measure success and drive continuous improvement (e.g., key drivers of primacy & customer lifetime value, customer satisfaction scores, attrition drivers). Ensure experiences launched are measurable with robust monitoring plans and learning agendas. Take actions to address any issues or opportunities for improvement, refining your roadmap as the data dictates. Transform customer insights into actionable strategies. 


• Regulatory Compliance: Ensuring that the communication strategy complies with relevant banking regulations and data privacy laws.  


• Stakeholder Communication: Communicate product plans, progress, and results to executive leadership, stakeholders, and cross-functional teams. Rally teams around your product vision and influence prioritization across partner teams. 


• Team Leadership: Provide mentorship and guidance to junior product managers and cross-functional team members, fostering a culture of collaboration and innovation.  

Qualifications: 

• 5-7 years of experience in product management, with a proven track record of delivering successful products and go-to-market strategies in a fast-paced environment. 


• Experience driving customer marketing, enabling personalization and building omni-channel communication strategies. Experience driving loyalty program strategies is a plus. 


• Strong leadership and communication skills, with the ability to influence and collaborate effectively across functions and levels of the organization. Ability to circumvent roadblocks and build advocates for your vision across an organization. 


• Deep understanding of product management methodologies, including Agile, Scrum, and Lean. 


• Experience with product management tools such as JIRA & Confluence 


• Analytical mindset with the ability to use data to make informed decisions and drive product improvements. Focus on outcomes and test & learn.


• Passion for technology and innovation, with a customer-centric approach to product development. Ability to bring teams together to problem solve what is possible. 


• Experience managing multiple pods/squads simultaneously and mobile app development teams. Ability to drive cross-functional teams toward common goals and put the team before yourself. 


• Comfortable with ambiguity and a hunger to learn and tackle new challenges. 

Required Competencies:

• Focus on the Customer (customer orientation) 


• Unlock Potential (management development) 


• Drive Outcomes (execution) 


• Innovation 


• Technical Excellence / Products & Services  


• Agile Methodologies 


• Requirements Analysis (e.g., design thinking) 


• Strategic Thinking 


• Collaboration 


• Product Management


• Marketing Strategy

Education: 

• Bachelor's degree in business, computer science, engineering, or related field; MBA or advanced degree preferred. 

Hours and Work Schedule 

Hours per week:  40 

Work Schedule:  8:00am - 5:00pm, Monday - Friday 

Pay Transparency  

The salary range for this position is $130,000-$200,000 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.    

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of very local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits. 

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