What are the responsibilities and job description for the Product Owner, Claims Management Platform & Transformation Lead position at Citizens?
Description
Product Owner, Claims Management Platform & Transformation Lead
We are seeking a results-driven leader to own and drive the development and transformation of our Claims Management product platform and its evolution toward next-generation (GenAI-enabled) capabilities. This senior leadership role is responsible for strategy, roadmap execution, and alignment across technology, operations, claims business and strategy, contact center, risk, and digital teams to improve claim cycle times, automation, and the customer and colleague experience.
The role requires balancing near-term execution with long-term transformation goals, ensuring measurable business impact, colleague efficiency, and customer protection.
Location: Candidates must be based in or willing to commute to one of the following hub locations with a hybrid schedule of four days onsite and one day remote per week:
Equal Employment Opportunity
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, 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 all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.
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
Posting End Date: 12/29/2025
Product Owner, Claims Management Platform & Transformation Lead
We are seeking a results-driven leader to own and drive the development and transformation of our Claims Management product platform and its evolution toward next-generation (GenAI-enabled) capabilities. This senior leadership role is responsible for strategy, roadmap execution, and alignment across technology, operations, claims business and strategy, contact center, risk, and digital teams to improve claim cycle times, automation, and the customer and colleague experience.
The role requires balancing near-term execution with long-term transformation goals, ensuring measurable business impact, colleague efficiency, and customer protection.
Location: Candidates must be based in or willing to commute to one of the following hub locations with a hybrid schedule of four days onsite and one day remote per week:
- Johnston, RI – One Citizens Bank Way
- Pittsburgh, PA – 444 Liberty Ave
- Westwood, MA – 200 Station Drive
- Iselin, NJ – 101 Wood Avenue South
- Boston, MA – 28 State Street
- Glen Allen, VA – 10561 Telegraph Rd
- Lead Agile teams with accountability for ROI, ensuring delivery of high-quality features aligned to business priorities and acceptance criteria.
- Define, own, and communicate the product vision, roadmap, and business case to stakeholders at all levels.
- Partner with Experience Owners to decompose vision into MVP sets and prioritized backlogs.
- Serve as an escalation point for higher-level vision and requirements questions.
- Drive strategic development and baselining of value streams and prioritization sub-journeys.
- Conduct market and trend analysis to guide the product portfolio toward a balance between user needs, business objectives, and technical feasibility.
- Leverage data and analytics to evaluate product performance, generate insights, and guide evidence-based decisions on new features that improve customer protection and colleague efficiency.
- Provide leadership on the development, testing, and refinement of UX prototypes in an agile environment.
- Maintain agile delivery governance and controls while ensuring alignment with enterprise standards.
- Facilitate solutions across the organization by identifying and prioritizing cross-journey enablers (e.g., enterprise APIs, shared components, data and analytics, DevSecOps adoption).
- Define, track, and communicate product KPIs and transformation outcomes to demonstrate business value and drive continuous improvement.
- Demonstrated expertise in delivering technical and functional products at scale, with proven experience in leading product and transformation initiatives in claims management, fraud, or related domains.
- 10 years of experience in product leadership, management consulting, or agile delivery roles.
- Strong expertise in claims management or related domains in financial services institutions.
- Ability to define and execute product vision and strategy across multiple teams.
- Expertise in analytics and data-driven decision-making, translating insights into actionable strategies that drive product innovation and business impact.
- Demonstrated success innovating and driving measurable outcomes in customer protection and colleague efficiency.
- Expertise in Agile product delivery, with the ability to inspire and lead high-performing teams.
- Exceptional communication skills with the ability to influence senior stakeholders and simplify complex concepts.
- Bachelor’s degree required; Master’s preferred.
- Hours per Week: 40
- Work Schedule: Monday to Friday, 8:00 AM to 5:00 PM
- The salary range for this position is $165,250 - $205,000 per year, 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 https://jobs.citizensbank.com/benefits.
Equal Employment Opportunity
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, 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 all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.
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
Posting End Date: 12/29/2025
Salary : $165,250 - $205,000