Agile Experience Owner (Payments)

Agile Experience Owner
Role Summary
The Experience Owner is accountable for translating customer and business needs into a clear product vision, roadmap, and prioritized delivery plan. The EO serves as a key Agile leader, representing the voice of the customer and partnering with business, technology, design, risk, operations, and Agile delivery teams to maximize customer and business value.
Key Responsibilities
Develop, communicate, and maintain the product or experience vision and roadmap.
Champion the customer experience and ensure delivered capabilities solve meaningful customer problems.
Translate strategic objectives into initiatives, epics, features, user stories, and acceptance criteria.
Own and continuously prioritize the product backlog, balancing customer value, business outcomes, risk, technical feasibility, dependencies, and delivery capacity.
Define MVPs and incremental releases that allow value to be delivered and validated quickly.
Partner with Neighborhood Leads, Scrum Masters, engineers, UX/CX, analysts, operations, risk, legal, compliance, and other stakeholders.
Lead backlog refinement, release planning, product demonstrations, reviews, and related Agile ceremonies.
Ensure requirements and stories are sufficiently defined and sprint-ready.
Establish measurable outcomes, KPIs and OKRs, and use customer, operational, behavioral, and delivery data to guide prioritization.
Review completed work against acceptance criteria and intended customer/business outcomes.
Communicate roadmap, priorities, progress, dependencies, risks, and results to senior stakeholders.
Promote an Agile, customer-centric mindset and foster continuous improvement across the team.
Required Characteristics
General knowledge of wholesale payments systems, including Automated Clearing House (ACH), wire transfers, and Real-Time Payments (RTP), with an understanding of customer use cases, processing flows, and operational dependencies.
Strong cross-team coordination skills, with the ability to align business, technology, operations, risk, compliance, and vendor partners around shared priorities, dependencies, and delivery commitments.
Strong team-building and facilitation skills, fostering trust, shared accountability, constructive problem-solving, and effective collaboration across Agile teams.
Working knowledge of Agile practices, including backlog prioritization, user-story development, acceptance criteria, and incremental delivery.
Clear written and verbal communication skills, including the ability to explain business needs, communicate trade-offs, and influence stakeholders without direct authority.
Customer-focused, analytical approach to prioritization, balancing business value, delivery feasibility, operational readiness, and risk.
Desirable Characteristics
Experience supporting wholesale payments modernization, platform migrations, or the introduction of new payment capabilities.
Familiarity with payment initiation, processing, settlement, reconciliation, exception handling, and related controls.
Experience coordinating delivery across multiple Agile teams, shared technology platforms, and external vendors.
Ability to build strong working relationships across organizational boundaries, resolve competing priorities, and facilitate timely decisions.
Experience supporting end-to-end testing, business readiness, release planning, and post-implementation validation.
Familiarity with payment integrations, APIs, ISO 20022 messaging, and emerging payment capabilities.
Relevant Agile or product ownership certification, or equivalent practical experience.
This aligns closely with the internal EO definition as well as standard Product Owner practice. Agile Alliance, for example, describes Product Ownership around clearly defining backlog items, prioritizing for maximum outcome, determining whether work was satisfactorily delivered, and maintaining transparency into upcoming work. Atlassian similarly places product vision and backlog prioritization with the Product Owner.
Hours & Work Schedule
Hours per Week: 40
Work Schedule: M-F
Pay Transparency
The salary range for this position is $114,000 - $145,000 per year, plus an opportunity to earn additional incentive earnings. Actual pay is based on various factors including but not limited to the budget, 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 every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits.

Skills
Agile, Scrum