Sr. Product Owner with Fraud Communication or Customer Communications Environment

Hiring: Senior Experience Owner III – Fraud Communications & Customer Experience 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.