What are the responsibilities and job description for the Salesforce Servicing Workflows Experience Owner position at Citizens?
Description
3 Days Hybrid from any of our locations in RI, and MA.
Role is not relocation eligible.
Citizens is seeking a Salesforce Servicing Workflows Experience Owner, operating within our Commercial Digital & Operations team, to play a pivotal role in driving business transformation and delivering cutting-edge business workflow solutions.
This role integrates initiative management knowledge with technical understanding within Salesforce’s Sales and Servicing Clouds to oversee development of new workflows utilizing inbuilt tools like Flow Builder, Apex and OmniStudio with predictive, generative and agentic Artificial Intelligence (AI) capabilities like Einstein for Sales/Service and Agentforce - ensuring efficient and effective delivery of innovative workflows for various Commercial business lines. Your work will significantly influence business outcomes, support strategic initiatives, and accelerate innovation at scale within the Commercial Bank.
The candidate:
As Salesforce Servicing Workflows Experience Owner, you will provide business expertise and agile management oversight to ensure multiple use cases are planned, organized, controlled and delivered in parallel at any given time. Working directly with senior leadership, business sponsors, subject matter experts, team leads and other key stakeholders, this role is responsible for ensuring significant projects within the Salesforce space - many that will leverage AI - are delivered in an innovative and safe way. Strong leadership, technical, business process and relationship-building skills are required, as well as knowledge of agile software development methodologies.
The Salesforce Servicing Workflows Experience Owner will primarily be responsible for:
- Operating as an ‘experience owner’ (for the Servicing Workflows pod), who works closely and collaboratively with engineering, data, design and business stakeholders to ensure alignment and successful execution of the Salesforce and AI roadmaps.
- Identifying and enabling new capabilities developments within specialized areas, specifically within Salesforce and Workflow space, including the rollout of Agentic and Predictive AI, while managing existing digital capabilities like Service Cloud Voice and Email to Case.
- Ensuring the pod’s use case backlog is structured, defined, agreed with senior leadership and phased in a way to ensure efficient delivery to time, cost and quality standards. This includes responsibility for benefit realization and project governance where necessary.
- Collaborating with various business lines and enabling teams (including Experience Design, Product Engineering, Architecture, and Cybersecurity) to deliver innovative solutions in high-quality feature releases.
- Utilizing agile software development methodologies within an Agile Town/Neighborhood/Pod construct, including tools such as Jira and Confluence to monitor and ensure completion and documentation of initiatives.
- Promoting a data-centric mindset by embedding AI capabilities into processes and experiences to drive engagement and satisfaction.
- Measuring success through KPIs and metrics, continuously monitor performance, and iterate on solutions to enhance usability and functionality.
- Fostering productive relationships, resolving conflicts, and managing stakeholder expectations.
- Facilitating effective communication and collaboration among team members to drive business and digital objectives.
Desirable Qualifications and Experience
- 10 years of experience in Salesforce development/administration, project/program management, technology or management consulting - including delivery of solutions in agile environments.
- Expertise in financial services or similar regulated industry, with a strong understanding of data governance and sensitive information handling.
- Advanced communication skills, with the ability to bridge technical and non-technical stakeholders.
- Proven ability to analyze data, identify trends, and ideate on business solutions.
- Familiarity and knowledge of IT disciplines including Salesforce, automation and workflow orchestration tools, predictive and generative AI, APIs, and data architectures and governance.
- Ability to multitask and prioritize effectively in fast-paced environments.
Pay Transparency
The salary range for this position is $ 102,742 - $ 171,237 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.
Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.
Equal Employment Opportunity
Citizens, its parent, subsidiaries, and related companies (Citizens), provides 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, transgendered and transitioning individuals, 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 colleagues to bring their best selves to work every day and where all are expected to be treated with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. We perform our best so we can do more for our customers, colleagues, communities and shareholders.
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 growthBackground Check
Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.
Salary : $102,742 - $171,237
