Online and Mobile Payments Manager
Citizens Bank - Cranston, RI

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The Online & Mobile strategy team is passionate about new technology and creating amazing customer experiences. We’re driven to improve the lives of millions of people like you by creating phenomenal mobile, tablet, and online tools that give them control over their finances and do things like making sending money to a friend or paying a bill incredibly easy and convenient. And our award-winning iPhone and Android apps have some of the highest ratings in the industry. Join us and help innovate the future of banking.

Description of Function:
Manage the user experience design and take ownership of the IA for large portions of the online and mobile payments transactions.

Accountable for growing the consumer and mobile payments adoption & utilization and continue to improve customer satisfaction / loyalty scores in the channels.

Build business requirements and insure scopes within the projects are able to fulfill customer demands and meet business case goals.

Collaborate with technology teams to influence technical design and management of SLA across platform.

Lead business case development for multimillion-dollar investments.

Utilize customer insights and personas to define enhancements to improve customer experience.

Interface with project managers to insure programs are executing within budget and timelines.

Through active call listening, customer feedback and data analysis identify and close service gaps across support channels.

Position interacts actively with TSA, Business Services and key business leaders across retail distribution, marketing, product teams, and finance. This role also interfaces routinely with vendors such as Sybase, Fiserv, CashEdge and TeaLeaf.

The individual in the role determines the customer experience for retail customers online and will set design parameters and will determine scope. The person will impact the customer satisfaction with the bank and the channels based on the performance of the site with over 50% retail CFG customers.


Bachelor Degree required, Master’s Degree preferred: Business, Marketing or Communication.

Skills/ Competencies:
Strong Oral and Written communications

Proven ability to influence cross-functional teams

Ability to manage multiple initiatives

Facilitate the execution of a multi-channel strategy and influence investment

Work Experience:
Financial Services industry/business industry experience 7+ years of experience in Online and/or Mobile Payments or Digital Commerce.

Financial Services industry/business industry experience 5 + years of experience in financial services industry

Equal Employment Opportunity

It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state and/or local laws.

Hours and Work Schedule

Hours per Week: 40

Work Schedule: Monday-Friday 8:00AM-5:00PM
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About this company
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Paper, plastic, or coin? No matter -- RBS Citizens Financial Group can handle it all. The company, formerly known as Citizens Financial...