Experience Owner II

Job description

The Experience Owner (EOII) is accountable for reimagining and delivering end‑to‑end customer servicing journeys that are simpler, faster, and more digital. This role partners closely with business, technology, analytics, and operations teams to shift Citizens from project‑based delivery to product‑ and journey‑based execution , maximizing customer experience and business value. The EOII operates with a digital‑first mindset , leveraging automation and AI to increase straight‑through processing and self‑service, reduce friction, and deliver measurable customer and financial outcomes. This is a highly visible role with significant cross‑functional influence. What You’ll Do: - Own the vision, roadmap, OKRs, and outcomes for assigned servicing journeys - Translate journey strategy into clear requirements, epics, user stories, and acceptance criteria - Lead cross‑functional agile pods, enabling alignment, execution, and continuous improvement - Drive journey digitization , automation, and AI‑enabled servicing improvements - Use data, agile metrics, and customer insights to measure progress and guide decisions - Facilitate release planning, demos, and alignment across product, technolog...