Product Owner: Digital Privacy Experience - Citizens

Description


We are seeking a dedicated product owner to lead our digital privacy experience practice in partnership with Citizens customer data, digital channels, risk, and digital analytics technology owners to deliver a roadmap that achieves balance between privacy compliant and personalized digital experiences. This role is critical to influencing the design and cross-functional delivery of technical roadmaps that enable Citizens to achieve compliance standards while also exceeding user expectations for privacy and consent controls as users move across product, service, and marketing experiences.



The digital privacy and consent experience expert will be the point of contact for project leadership and will define the work needed to achieve and maintain compliance. They will act as the subject matter expert for consent experience best-practices and help Citizens stay ahead of technology, marketing operations, regulatory, industry, and digital experience trends. They will also be a voice of the customer to ensure the solutions meet customer expectations for privacy control while engaging with marketing experiences.



It is expected that the Product Owner is well versed in the emerging technology solutions and trends the industry uses to engage customers with privacy compliance and control. This will include partnering with existing internal customer data experts who manage our consent data environment (OneTrust) and our digital analytics experts (Adobe) who ensure the customer decisions are executed.



The Product Owner will collaborate with business, technology, and analytics partners to prioritize, enhance, and deliver new features from ideation through production in an Agile environment, ensuring key outcomes and goals are met. This individual will be responsible for defining, developing, and leading the implementation of product roadmaps and capabilities to support business and customer needs.



The right person in this role will lead and influence teams with an agile mindset to drive continued transformation shifting from a project-based to a product-based organization focused on maximizing the value of the customer experience. They will motivate team members to deliver on the strategy and roadmap for continuous growth and improvement of product outcomes and experience.



Job Responsibilities



Experience strategy: lead the development of technical roadmaps to ensure cross-functional execution of consent control experiences, data mapping, and analytics implementation that will meet the customer expectations for control of their data.



Cross-Functional Collaboration: lead the coordination of various team dependencies – marketing ops, technology, data, risk, legal, platform – to deliver best-in-class customer privacy controls and consent technology.



Continuous Improvement: continuously present opportunities to assess and improve the front-end experiences to meet customer demand and the back-end automation technology to ensure compliance.



Insights, Trends, and Research: conduct research and analysis on evolving data privacy and consent practices to inform teams on standards and present emerging/best-practices to influence roadmaps.



User Experience: champion the user experience, ensuring controls and data architecture are intuitive, user-friendly, and deliver expected outcomes to customers.



Metrics and Analysis: define key performance indicators (KPIs) and analyze product metrics to measure success and drive continuous improvement (e.g., consent and opt-in/out %, customer complaints/compliments, functional data preservation). Take actions to address any issues or opportunities for improvement, refining roadmaps as the data dictates. Transform customer insights into actionable strategies.



Regulatory Compliance: support cross-functional teams to ensure the digital experience and consent management decisions comply with relevant banking regulations and data privacy standards.



Stakeholder Communication: communicate product plans, progress, and results to executive leadership, stakeholders, and cross-functional teams.



Workflow and Project Leadership: ensure pod mobilization plans, refinement of stories and dependencies, and alignment between various pod roadmaps. Provide oversight to ensure alignment with Agile/Scrum practices.



Qualifications:





+ Bachelor’s degree in a field such as business, marketing, design, data science, computer science, engineering, product management, or other related field.



+ 8-10 years of experience in digital product management, digital ad operations, digital channels management, or customer experience delivery/design for marketing or product.



+ Experience with digital analytics, ad tech, marketing technology, digital marketing a plus.



+ Proven track record of delivering collaborative projects in an Agile environment



+ Strong leadership and communication skills with the ability to influence and collaborate effectively across functions and levels of the organization. Ability to circumvent roadblocks.



+ Understanding of product management methodologies, including Agile, Scrum, and Lean.



+ Experience with product management tools such as JIRA and Confluence.



+ Experience with human-centered design ideation and methodologies.



+ Analytical mindset with the ability to use quantitative and qualitative data to make informed decisions and drive product improvements.



+ Passion for technology, innovation, and beautiful digital customer experiences that are intuitive, seamless, and delightful. Customer-centric approach to product development and problem-solving.



+ Experience managing development teams with a mix of engineering skillsets and understanding of technical and business level requirements.



+ Comfortable with ambiguity and hungry to learn and tackle new challenges.



+ Experience partnering with risk, controls and governance teams to ensure compliance.





Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.



Equal Employment Opportunity


Citizens, its parent, subsidiaries, and related companies (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, perceived disability, or history or record of a disability, ethnicity, gender, gender identity or expression, transgendered and transitioning individuals, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens we are committed to fostering an inclusive culture that enables colleagues to bring their best selves to work every day and where all are expected to be treated with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. We perform our best so we can do more for our customers, colleagues, communities and shareholders.


Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth







Background Check



Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.

04/30/2025