< data-pm-slice=1 3 []>Hiring: Senior Experience Owner III – Fraud Communications & Customer Experience< data-pm-slice=1 3 []>
Location: Westwood, MA 02090 (Hybrid – approximately 3 days onsite per week for local candidates)
Duration: 6 Months Contract-to-Hire
Job Description
Citizens Bank is seeking a Senior Experience Owner III to lead product strategy, roadmap, and end-to-end customer experience for Fraud Communications across multiple customer channels. The ideal candidate will have strong Product Management/Product Ownership experience, hands-on knowledge of contact center and IVR solutions, and the ability to translate business needs into detailed product requirements while working closely with engineering and cross-functional teams.
This is a product-focused, hands-on delivery role requiring strong problem-solving, executive communication, and stakeholder management skills. Candidates should have experience owning customer-facing products and delivering contact center or IVR capabilities, ideally using Amazon Connect and AI/LLM-driven self-service solutions.
Key Responsibilities
Own and manage the product roadmap for Fraud Communications and customer engagement capabilities.
Define end-to-end customer journeys across SMS, email, outbound voice, inbound IVR, and AI-enabled communication channels.
Lead product discovery, requirements gathering, backlog prioritization, and delivery execution.
Develop detailed product requirements, user stories, and acceptance criteria.
Partner with Engineering, AWS, Architecture, Fraud Operations, Compliance, Risk, and business stakeholders to deliver product capabilities.
Drive customer experience improvements across fraud alerts, transaction verification, fraud claims, customer notifications, and self-service interactions.
Support the implementation and rollout of Amazon Connect and AWS-based contact center capabilities.
Explore conversational AI and LLM-powered IVR solutions to improve voice-driven customer self-service.
Participate in production rollout planning, launch readiness, and post-production optimization.
Use customer insights, analytics, and performance metrics to prioritize enhancements and reduce customer effort.
Ensure product capabilities align with regulatory, risk, security, and customer authentication requirements.
Required Qualifications
Bachelor's degree or equivalent practical experience.
6+ years of experience in Product Management, Product Ownership, or Experience Ownership.
Proven experience owning and delivering customer-facing products from discovery through production launch.
Experience with contact center platforms, IVR solutions, and customer communication products.
Strong product knowledge of Amazon Connect is required for this hiring profile; equivalent contact center platform experience with NICE, Google, or Cisco may be considered.
Understanding of IVR workflows and voice-driven customer self-service; familiarity with LLM-powered IVR and conversational AI is highly desirable.
Experience defining detailed product requirements, user stories, acceptance criteria, and managing Agile backlogs.
Strong executive communication, stakeholder management, and cross-functional leadership skills.
Ability to work effectively with engineering teams and provide clear product direction without needing to be a hands-on engineer.
Strong analytical, problem-solving, and data-driven decision-making skills.
Experience working with AWS technologies and enterprise-scale product initiatives.
Preferred Qualifications
Banking or financial services experience, preferably in fraud communications, fraud prevention, or fraud operations.
Experience with SMS, email, outbound dialing, inbound IVR, and customer notification platforms.
Familiarity with fraud workflows, transaction verification, customer authentication, and regulatory requirements.
Experience with conversational AI, LLM-powered IVR, and AI-enabled customer engagement.
Experience delivering enterprise product initiatives in complex, regulated environments.
