Group Product Manager – Account & Enablement

Description

Citizens is seeking a seasoned, dynamic Group Product Manager to join the Consumer Bank. This leader will build and evolve the strategy and delivery of the next generation of end-to-end customer acquisition, account opening and primacy enablement journeys that will address both customer needs and business objectives. The ideal candidate will have a proven track record of driving transformational product strategy, delivering high-impact solutions that differentiate the bank in a competitive landscape, managing a variety of cross-functional teams, and leading through operating model evolution.

• Product strategy
  :
  Set direction and vision for cross-functional teams, aligning to broader goals and organizational objectives. Challenge the status quo in driving innovation and finding sustainable value creation opportunities across account acquisition and opening teams. Drive short-term objectives and long-term vision fueled by a deep understanding of customer and business needs.
• Product policy
  :
  Inform and take accountability for risk and fraud policies in order to optimize product and customer account opening journeys. Define risk appetite and own financial implications of product optimization decisions. Influence AML, operations, identity, authentication and data infrastructure decisions to enable foundational product enhancements.
• Marketing strategy
  :
  Influence storefront and sales strategy optimization to improve account acquisition performance and champion evolution of dynamic, personalized product positioning.
• Cross-Functional Collaboration
  :
  Collaborate closely with product, sales, engineering, design, marketing, fraud, risk, and other stakeholders to develop and enhance account opening experiences, ensuring strategic alignment, successful product delivery and end-to-end experience management across all channels (Digital, Branch, Contact Center).
• Product Development
  :
  Oversee the entire product development lifecycle from concept to launch to ongoing optimization across teams, ensuring high-quality deliverables on time and within budget. Ensure delivery appropriately equips frontline teams with tools, training and resources to enable product vision end-to-end.
• User Experience
  :
  Champion the user experience, ensuring journeys are intuitive, user-friendly, and deliver exceptional value to customers and colleagues. Illustrate to teams how products fit into the larger ecosystem and anticipate impacts from changes in other parts of the business, partnering to evaluate trade-offs of product decisions and customer experience impacts. Obsess over the customer journey including all brand touchpoints and environments the customer experiences.
• Continuous Improvement/Prioritization
  :
  Continuously seeking ways to enhance the account opening experience through innovation and iteration based on customer/colleague feedback, business outcomes and market insights. Prioritize across policy, process, marketing and customer / colleague experiences to improve outcomes.
• Market Landscape
  :
  Work with research teams to conduct market research to identify opportunities, assess competition, and gather insights to inform product decisions. Stay ahead of industry trends, competitive movements and emerging technologies to maintain a competitive edge; identify cutting edge digital and fintech solutions to improve distinction and customer experience.
• Testing and Optimization
  :
  Build robust test and learn agendas and analyze user data to optimize the account opening experience. Ensure initiatives are delivering a high return on investment.
• Metrics and Analysis
  :
  Develop KPIs to track end-to-end journey performance and provide actionable insights to executive leadership. Take actions to address any issues or opportunities for improvement, refining your team’s roadmap as the data dictates. Analyze customer data to identify key opportunities for product or service enhancements. Transform customer insights into actionable strategies.
• Regulatory Compliance
  :
  Ensure that account acquisition and opening experiences comply with relevant banking regulations and data privacy laws while also pushing the envelope to build an…