Journey Delivery Lead for Fraud Transformation Initiatives at Citizens
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Description
We are looking for a results-driven individual to lead strategic initiatives in our fraud transformation program aimed at enhancing our fraud prevention and detection capabilities. In this role, you will provide the product vision of large-scale new products, product enhancements, and process improvements, with an initial focus on claims management. By working with Experience owners and cross-function teams (e.g., legal, risk, technology, operations), you will ensure that our customer centric mission is integrated while thematically connecting teams. You will help create and drive the strategy, vision, roadmap, and rollout of a portfolio of internal-facing products with a high degree of ownership over critical features and overall colleague and customer experience. You will be responsible for defining stories and prioritizing the Team Backlog to streamline the execution of program priorities, while maintaining conceptual and technical integrity of the features or components the team is responsible for. You will also be responsible for defining the product roadmap with key stakeholders and measuring the results of the product. The role will have direct reports and will report directly to our Consumer Operations Delivery head.
Responsibilities
Key Skills and Competencies
Focus on the Customer - Truly listen to our customers (internal and external). Engage a diverse customer base. Learn and adjust based on their feedback; make decisions based on their needs. Seek out and use different ideas and viewpoints. Know your role in delivering the customer journey. Show empathy by designing from their point of view. Think beyond a single interaction - design, deliver and support great end-to-end experiences.
Unlock Potential - Start by setting context and clear expectations. Let teams make decisions. Ask the right questions and listen with an open mind. Equip them with the right tools and coaching; be available and help them succeed. Let colleagues truly own their work. Create a positive and high-achieving culture. Build teams with diverse talents and perspectives. Challenge everyone to learn and bring their best thinking. Celebrate success and treat failure as a learning investment. Find ways to multiply their strengths; help them see their path forward at Citizens.
Drive Outcomes - Raise the bar for yourself and others. Reinforce and role model our values. Push the company to do more. Recognize and reward achievement. Be honest, direct, and trustworthy. Remove obstacles. Drive for speed, agility, and simplicity. Ensure deliverables have a big impact on outcomes. Motivate colleagues to persevere and win. Collaborate with peers across business lines. Put the needs of the company ahead of individual business.
Innovate Now - Rally teams around an optimistic and compelling future vision. Break down boundaries to bring the right people together. Be agile, flexible, and adaptable. Bolster your work with data and insights. Constantly scan and learn and apply new knowledge. Use "test and learn" to make better decisions faster. Encourage smart risk taking and innovative thinking.
Domain Expertise - Demonstrated, consistent expertise in delivering technical/functional products at scale.
Education
Hours & Work Schedule
Pay Transparency
The salary range for this position is $128,250 - $205,000, 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 .
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
At Citizens, we are committed to fostering an inclusive culture that enables colleagues to bring their best selves to work every day. Employment decisions are based solely on experience, performance, and ability. Citizens, its parent, subsidiaries, and related companies (Citizens) provide 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 (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family statparenthood, 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.
Equal Employment and Opportunity Employer
Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.
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.
We are looking for a results-driven individual to lead strategic initiatives in our fraud transformation program aimed at enhancing our fraud prevention and detection capabilities. In this role, you will provide the product vision of large-scale new products, product enhancements, and process improvements, with an initial focus on claims management. By working with Experience owners and cross-function teams (e.g., legal, risk, technology, operations), you will ensure that our customer centric mission is integrated while thematically connecting teams. You will help create and drive the strategy, vision, roadmap, and rollout of a portfolio of internal-facing products with a high degree of ownership over critical features and overall colleague and customer experience. You will be responsible for defining stories and prioritizing the Team Backlog to streamline the execution of program priorities, while maintaining conceptual and technical integrity of the features or components the team is responsible for. You will also be responsible for defining the product roadmap with key stakeholders and measuring the results of the product. The role will have direct reports and will report directly to our Consumer Operations Delivery head.
Responsibilities
- Be an escalation point for Product Experience owners for higher level vision and requirements questions.
- Responsible for the strategic development and baselining of E2E value stream and prioritization sub-journeys. Define the product vision and business case as well as communicate vision effectively to external and internal stakeholders.
- Serve as the leader for Agile teams and be responsible for the ROI of the product. Ensure that the Agile team delivers agreed upon standards for quality and specified acceptance criteria. Guide agile team to decompose vision into minimal viable product sets of feature and stories into a prioritized product backlog.
- Conduct market analysis so to continually drive products towards a meaningful balance between user needs, business objectives and technical feasibility.
- Provide direction on the development, testing, and refinement of UX prototypes in an agile environment.
- Maintaining agile delivery Town governance and controls, including evolving and maintaining program governance structures, executive-level ceremonies and communications.
- Facilitate solutions across the organization; identifying and prioritizing cross-journey enablers (e.g. enterprise APIs, shared components, data & analytics, DevSecOps adoption) to deliver solutions that align with the business strategy.
- Development of pod mobilization plan and refinement of pod charters (including implications on town blueprint to ensure alignment with journey digitization OKRs) with associated resourcing needs.
Key Skills and Competencies
Focus on the Customer - Truly listen to our customers (internal and external). Engage a diverse customer base. Learn and adjust based on their feedback; make decisions based on their needs. Seek out and use different ideas and viewpoints. Know your role in delivering the customer journey. Show empathy by designing from their point of view. Think beyond a single interaction - design, deliver and support great end-to-end experiences.
Unlock Potential - Start by setting context and clear expectations. Let teams make decisions. Ask the right questions and listen with an open mind. Equip them with the right tools and coaching; be available and help them succeed. Let colleagues truly own their work. Create a positive and high-achieving culture. Build teams with diverse talents and perspectives. Challenge everyone to learn and bring their best thinking. Celebrate success and treat failure as a learning investment. Find ways to multiply their strengths; help them see their path forward at Citizens.
Drive Outcomes - Raise the bar for yourself and others. Reinforce and role model our values. Push the company to do more. Recognize and reward achievement. Be honest, direct, and trustworthy. Remove obstacles. Drive for speed, agility, and simplicity. Ensure deliverables have a big impact on outcomes. Motivate colleagues to persevere and win. Collaborate with peers across business lines. Put the needs of the company ahead of individual business.
Innovate Now - Rally teams around an optimistic and compelling future vision. Break down boundaries to bring the right people together. Be agile, flexible, and adaptable. Bolster your work with data and insights. Constantly scan and learn and apply new knowledge. Use "test and learn" to make better decisions faster. Encourage smart risk taking and innovative thinking.
Domain Expertise - Demonstrated, consistent expertise in delivering technical/functional products at scale.
- 10 or more years of experience in management consulting, agile change delivery, and people management experience
- Experience working directly with senior management.
- Proven ability to track, prioritize, and drive multiple concurrent projects to success.
- Strong and high-velocity work ethic, detail orientation, and strong organizational skills
- Preferred experience developing and deploying fraud and claims or similar platforms for financial services institutions.
Education
- Bachelor's degree required; Masters preferred.
Hours & Work Schedule
- Hours per Week: 40
- Work Schedule: M-F 8-5
Pay Transparency
The salary range for this position is $128,250 - $205,000, 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 .
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
At Citizens, we are committed to fostering an inclusive culture that enables colleagues to bring their best selves to work every day. Employment decisions are based solely on experience, performance, and ability. Citizens, its parent, subsidiaries, and related companies (Citizens) provide 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 (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family statparenthood, 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.
Equal Employment and Opportunity Employer
Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.
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.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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