Experience Owner III Position Available In Providence, Rhode Island

$0k
Salary Not Available
Position range in Rhode Island $103k – $190k Per Year Experience Owner III
Citizens Financial Group Inc, not banking services

Occupation:

Managers, All Other

Location:

Johnston, RI – 02919
Positions available: 1
Job #: 1566454

Source:

EmployRI

Posted:

6/12/2025

Updated:

6/12/2025

Expires:

8/11/2025

Web Site:

EmployRI
Onsite /

Remote:

Not Specified

Job Type:

Regular, Full Time (30 Hours or More), Permanent Employment, Day Shift Shift Job Requirements and Properties Help for Job Requirements and Properties. . Job Requirements and Properties Help for Job Requirements and Properties. .
Work Onsite
Full Time Education
Bachelor’s Degree Experience
84 Month(s) Schedule
Full Time Job Type
Regular Duration
Permanent Employment Hours
40 Hours Per Week
Job Description Help for Job Description. . Job Description Help for Job Description. .
Product Owner

CTZJP00003237

Role Summary:

We are seeking a forward-thinking and results-driven Senior Product Owner / Experience Owner to lead the transformation of our live agent chat platform and elevate our customer and agent engagement through omnichannel and AI-integrated solutions. This individual will drive the platform upgrade, expand our chatbot (CiZi) to new digital touchpoints, and embed AI to deliver smarter, faster, and more personalized experiences. You will play a critical role in unlocking business efficiency, improving containment, and enhancing the end-to-end digital servicing journey.

Key Responsibilities:

1. Chat Platform Transformation

• Own and drive the upgrade of the live agent chat platform with focus on scalability, agent productivity, and operational efficiency.
• Define product roadmaps to integrate AI-powered features such as real-time agent assist, sentiment analysis, and predictive routing.
• Champion seamless integration between chat systems, CRMs, knowledge bases, and analytics tools.
  2. Omnichannel Chatbot Expansion
• Expand CiZi’s virtual assistant capabilities across web, SMS, and social messaging channels.
• Enable unified experiences with smart escalation paths between AI and live agents.
• Establish omnichannel experience standards that align with customer expectations and brand goals.
  3. AI & Automation Integration
• Identify and implement opportunities to embed AI, GenAI, and ML into customer and agent interactions—such as contextual assistance, language translation, and conversational insights.
• Partner with data science and engineering teams to train and improve AI models that personalize and optimize chat flows.
• Evaluate and scale AI use cases that reduce friction, increase containment, and drive ROI.
  4. Business Value & Experience Optimization
• Use data, journey analytics, and VOC feedback to prioritize high-impact features that reduce call volume, improve CSAT/NPS, and optimize agent time.
• Define KPIs for AI adoption, channel shift, and automation success, and report on business outcomes regularly.
• Partner with stakeholders to align product features with service strategy and digital growth initiatives.
  5. Agile Product Leadership
• Act as voice of the customer and agent in agile teams—driving backlog prioritization, UX refinement, and MVP definitions.
• Collaborate cross-functionally with UX, technology, operations, and marketing to deliver seamless, value-driven solutions.
• Mentor junior product owners and lead with a culture of experimentation, iteration, and continuous improvement.

Required Qualifications:

• 7+ years of product management or experience ownership in digital customer experience, preferably in financial services or enterprise contact centers.
• Hands-on experience with chat platform transformation and omnichannel delivery.
• Proven ability to integrate AI into customer-facing and agent-facing workflows.
• Deep understanding of chatbot frameworks, NLP/NLU, and AI-assist capabilities.
• Expertise in agile product delivery and tools such as Jira, Confluence, and Aha!
• Strong analytical mindset with experience using data to drive prioritization and product decisions.

Preferred Skills:

• Familiarity with Amazon Connect, Lex, Salesforce, Sprinklr, or similar platforms.
• Experience working with conversational AI vendors, LLM-based services, or internal AI/ML teams.
• Understanding of compliance, risk, and authentication considerations in digital support channels.
• Background in customer journey mapping, service design, or design thinking methodology.

Qualified applicants may visit our website at https://jobs.citizensbank.com and apply online (Job

ID 36187

) or may mail resumes referencing Job

ID 36187

to Marilyn Perry, Citizens Financial Group, Inc., One Citizens Bank Way, JCC110, Johnston, RI 02919. CFG is an EEO/AA Employer. Direct applicants only. Employer Research Help for Employer Information. .