Head of Customer Identity and Authentication

Head of Customer Identity and Authentication

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Description

Location:

This role will require a hybrid work schedule 4 days on-site, 1 remote in Johnston RI, Westwood MA OR Boston, MA.

We are seeking a visionary and execution-focused Head of Customer Identity and Authentication to lead the transformation of how customers interact with our digital and non-digital banking assets. This critical product leadership role will drive innovation, design, and operational excellence in identity and authentication experiences across our financial services ecosystem. The ideal candidate will be a strategic thinker with deep expertise in customer identity, authentication technologies, fraud prevention, and user experience.

You will collaborate closely with business, operations, and technology leaders to deliver secure, seamless, and customer-centric solutions that enhance trust, reduce friction, and mitigate fraud.

• Product Leadership & Strategy:
  Define and execute the vision, strategy, and roadmap for customer identity and authentication across all channels.
• Product Leadership & Strategy:
  Lead cross-functional teams to deliver innovative solutions that balance security, usability, and regulatory compliance.
• Product Leadership & Strategy:
  Champion customer-centric design principles to ensure intuitive and frictionless authentication experiences.

• Innovation & Design:
  Drive the adoption of modern identity technologies (e.g., biometrics, passkeys, behavioral analytics, decentralized identity).
• Innovation & Design:
  Evaluate and implement emerging authentication methods to improve security and user experience.
• Innovation & Design:
  Partner with UX/UI teams to design scalable, inclusive, and accessible identity flows.

• Operational Excellence:
  Oversee the performance, reliability, and scalability of identity and authentication systems.
• Operational Excellence:
  Establish KPIs and metrics to monitor system health, customer satisfaction, and fraud reduction.
• Operational Excellence:
  Collaborate with fraud, risk, and compliance teams to ensure alignment with regulatory requirements.
• Operational Excellence:
  Lead and evolve agile delivery pods supporting enterprise-wide digital identity initiatives.

• Stakeholder
  
  Collaboration:
  
  Work closely with business units to understand customer needs and pain points.
• Stakeholder
  
  Collaboration:
  
  Partner with technology leaders to ensure seamless integration of identity solutions into platforms and services.
• Stakeholder
  
  Collaboration:
  
  Engage with operations teams to support customer service and issue resolution related to identity and access.
• Stakeholder
  
  Collaboration:
  
  Act as a change agent driving awareness, documentation, and training across stakeholder groups.

• 10+ years of experience in product management, customer identity and access management (CIAM), or digital security in financial services or a related industry.
• Proven track record of leading large-scale identity and authentication initiatives.
• Deep understanding of authentication protocols (e.g., OAuth, SAML, FIDO), fraud detection, and regulatory frameworks (e.g., KYC, AML, GDPR).
• Strong leadership, communication, and stakeholder management skills.
• Strong Product experience in modern SDLC and API integration landscapes.
• Experience in driving agile product development and cross-functional team leadership.
• Bachelor’s degree in Computer Science, Engineering, Business, or related field; advanced degree preferred.

• Preferred
  
  Skills:
  
  Experience with customer identity platforms (e.g., Forge Rock, Okta, Ping Identity).
• Familiarity with AI/ML applications in fraud detection and behavioral authentication.
• Knowledge of customer journey mapping and digital transformation strategies.
• Ability to translate complex technical concepts into business value.

This is a unique opportunity to shape the future of customer trust and security in financial services. You’ll be at the forefront of innovation, working with passionate teams to redefine how customers engage with our products and services.

The salary range for this position is $175,000 - $265,000 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

Equal Employment Opportunity:
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,…