Group Product Manager – Bank & Financial Wellness

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 new to bank payment and servicing journeys that will address both customer needs and business objectives. The ideal candidate will have a proven track record of driving transformational product improvements, 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.

This role requires a candidate with deep expertise in payment and money movement systems, such as Zelle, ACH and real-time transfers, debit and credit cards, and wires, as well as servicing and vendor systems.

• 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 payments and servicing 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 friction areas, namely across payments, product and servicing/account management needs. Define risk appetite and own financial implications of product optimization decisions. Influence AML, vendors, operations, identity, authentication and data infrastructure decisions to enable foundational product enhancements.
• Marketing strategy
  :
  Influence communication strategy for key everyday banking moments to remove friction in payment and servicing experiences and optimize experience outcomes.
• Cross-Functional Collaboration
  :
  Collaborate closely with product, sales, engineering, design, marketing, fraud, risk, and other stakeholders to develop and enhance NTB payment and servicing experiences, ensuring strategic alignment, successful solution 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 tradeoffs 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 new customer everyday banking experiences 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 new-to-bank payment, servicing and account management experiences. 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 payments, servicing and account management experiences comply with relevant banking regulations and data privacy laws while also pushing the envelope to build an optimal experience that maximizes opportunity while minimizing risk. Champion well managed, timely issue escalation and resolution.
• Partnerships
  :
  Establish and maintain strategic partnerships with key stakeholders, including financial institutions, technology providers, and regulatory bodies.
• Stakeholder Communication
  :
  Communicate product plans, progress, and results to executive leadership, stakeholders, and cross-functional teams. Gain support and commitment from others through being diplomatic and using tact to…