Digital Channel Strategy & Change Manager

Citizens Bank - Johnston, RI

Full-time - Mid Level

Johnston, RI

Credit Intermediation and Related Activities

About the position

The Digital Channel Strategy & Change Manager at Citizens Bank is responsible for leading the development and execution of a unified portal platform experience for commercial, business, and private banking clients. This role involves collaborating with cross-functional teams to enhance user experiences, optimize transactional capabilities, and integrate multiple product-specific portals into a cohesive servicing platform. The manager will drive innovative solutions and ensure alignment with business goals and customer needs.

Responsibilities

• Lead the development of the vision, strategy, and roadmap for the unified portal platform.
• Collaborate with engineering, design, customer support, marketing, sales, and other stakeholders to ensure successful execution of the unified portal roadmap.
• Champion a user-centric mindset throughout the product lifecycle by conducting user research and translating findings into actionable enhancements.
• Drive the end-to-end product development process from concept to launch, managing sprints and ensuring timely release of features.
• Establish key performance indicators (KPIs) and metrics to measure success and enhance usability and functionality.
• Influence executive leadership with clear messaging that conveys complex business and technical problems and solutions.
• Leverage design and change management tools to drive user journeys and experiences.

Requirements

• Bachelor's degree in Technology, Data, or related field preferred.
• 10+ years of hands-on product management experience with end-to-end software development in an agile environment.
• Experience in financial services or a highly regulated industry, with an understanding of commercial and wholesale banking.
• Demonstrable understanding of architectural concepts including UX/UI design, content management, and system integration.
• Familiarity with web architectures, front-end frameworks, and development languages such as Python, Java, and JavaScript.
• Strong communication skills to facilitate technical conversations with non-technical stakeholders.
• Advanced problem-solving skills and ability to analyze data and identify trends.

Nice-to-haves

• Experience with Artificial Intelligence capabilities, including Predictive and Generative AI.
• Ability to multitask and prioritize in a fast-paced environment.

Benefits

• Health insurance
• 401k plan
• Paid holidays
• Flexible scheduling
• Professional development opportunities