Experience Owner II , Account Onboarding

Citizens Bank - Johnston, RI

Full-time - Senior

Johnston, RI

Credit Intermediation and Related Activities

About the position

Citizens Wealth Management offers industry-leading, innovative solutions crafted for the complex needs of high-net-worth individuals, families, and foundations. In this role, you will be responsible for leading an agile pod and managing a cross-functional team of technologists, designers, researchers, and marketers to drive the design and implementation of a streamlined state-of-the-art account onboarding platform. The Experience Owner II (EO2) will combine strategy, thought leadership, teamwork, influence, and execution skill to craft the way Citizens Wealth Management acquires new and engages with existing Wealth Management prospects and clients. The EO2 collaborates with business, technology, and analytics partners to prioritize and deliver new features from conception through production in agile development, ensuring key outcomes and goals are met. The EO2 role will define, develop, and lead the implementation of product roadmaps and capabilities to support business and customer needs. The EO2 will use agile methodologies across product 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 EO2 will use a collaborative approach and “digital-first” mindset to help Citizens Bank create and implement an innovative, flexible, and scalable Account Onboarding platform that supports Private Wealth Management and Citizens Wealth Management lines of business. The EO2 will partner with stakeholders to foster an agile mindset across product teams to drive optimal team performance. Finally, the EO2 will identify trends in the external marketplace to ensure adoption of the product, and that the product is designed with the customer in mind. In collaboration with the neighborhood lead, the EO will also co-develop the roadmap for continuous growth and improvement of product outcomes and customer experience.

Responsibilities

• Develop a product roadmap designed to help acquire new and broaden and deepen existing client relationships and focused on delivering exceptional customer experience.
• Transform the high-level vision into detailed requirements and acceptance criteria.
• Ensure that the agile team delivers agreed upon standards for quality and scope.
• Partner with business stakeholders to understand the requirements and needs within Citizens Wealth Management and Citizens Private Wealth Management lines of business.
• Reduce Onboarding Processing time through integration with third party vendors (SaaS) to streamline the user experience.
• Reduce re-keying of data and increase re-use of available client profile, risk tolerance and KYC client information.
• Introduce validation logic to prevent data mismatch in the Account Onboarding and Product selection processes.
• Streamline the client digital signing ceremonies including all required Citizens and Account Onboarding paperwork in single bundle.
• Reduce Operational Errors (Clarifications and Discrepancies).
• Increase Operational Efficiency.
• Work closely with delivery teams to ensure they build the right functionality in a timely manner.
• Facilitate team continuous discussion of innovative ways to improve products and services.
• Understand, read, and analyze team results and agile metrics so to effectively communicate progress on product roadmap against the mission and OKRs.
• Use market and industry knowledge to generate criteria to inform end-user needs.
• Integrate product research and requirements to enhance user satisfaction and ensure customer driven design.
• Translate strategy into actionable tasks, and work with cross-functional agile teams to ensure execution on those requirements.
• Create, prioritize, and refine backlog in collaboration with leaders and partners to deliver the most valuable work first, while ensuring technical integrity of all features or components.
• Frequently review and analyze metrics and OKRs to update to key stakeholders on progress against product roadmap.
• Serve as key leader on agile team(s): Empower pod members to continuously learn and 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.
• Lead large scale product demo or reviews.
• Develop UI prototypes, assist with data provisioning, and perform analytics around usage, behavioral/transactional and technical data.
• Facilitate release planning with team members as well as lead large scale product demo or reviews.
• Partner with peers delivering content on the advisor desktop and the client portal.

Requirements

• 7+ years of experience in product development, marketing, strategy, digital, process/user interface design.
• Deep and demonstrable experience in Wealth Management organizations within Financial Services.
• Experience in Investment Account Onboarding Solutions and preferably involving Managed Accounts, the integration between the Investment Management Proposal and the Account Opening systems, Annuities, and Structured Products.
• Advanced experience with agile approaches (e.g., XP, Kanban, Crystal, FDD) as well as design thinking and front-to-back process reengineering and automation.
• Ability to decompose vision into minimal viable product (MVP) then distill further into requirements, features, and stories.
• Prior experience managing a pod or team through rapid delivery & ongoing transformation projects.
• Ability to navigate through the unknown, proactively reaching out to cross-functional teams to identify connections along the journey.
• Digital expertise, with extensive knowledge of both UX/UI Design and Development.
• Experience providing technical solutions to functional challenges.
• Strong knowledgebase of relevant Wealth Management products/services which is broad, current, and technology-focused including Salesforce FSC and Salesforce TCRM.
• Ability to link and synthesize data and research across the business and external market to drive product development and enable digitization.
• Producing detailed functional and information requirements models and documentation, including strong story telling expertise to ensure impact and buy in.
• Ability to navigate landscape of internal and external stakeholders (legal, risk, compliance, sales, enabling teams and external vendors).
• Excellent interpersonal and communication skills to develop and nurture relationships, influence key stakeholders, and resolve conflicts independently to mutually agreeable solutions.
• Strong prioritization skills and ability to quickly re-prioritize in a dynamic environment.
• Track record of developing creative solutions and strategies to complex problems.
• Self-starter with strong attention to detail, high sense of urgency and ability to work on multiple projects under pressure and meet deadlines.
• Ability to present your work clearly and succinctly to all levels of the organization, incl. executive leadership.

Nice-to-haves

• Bachelor's degree
• Experience establishing risk-based controls within a highly regulated environment.
• Experience with new product/program launches and development of go-to-market launch plan.

Benefits

• Opportunities for advancement