Digital Experience Manager

Digital Experience Manager

As the Digital Experience Manager, you will lead a cross-functional team and align efforts across web strategy, content architecture, web content management, engineering, and compliance to ensure the digital experience comes together into a clear and consistent whole.

Reporting to the Head of Web Experience within the Digital Content Experience Strategy team, this role requires a strong foundation in web strategy or digital experience, along with the judgment and presence to guide prioritization, resolve tradeoffs, and shape how work comes together across teams while maintaining adherence to design and brand standards.

Primary responsibilities include

• Set and lead cross-functional prioritization frameworks that align experience work to enterprise strategy and customer outcomes, ensuring tradeoffs are visible, intentional, and clearly communicated.
• Proactively define accountability models and ways of working within the team to reduce ambiguity, prevent misalignment, and keep experience delivery moving with clarity and accountability.
• Guide the evolution of how digital work is executed, preparing teams and workflows for a channel-agnostic, multi-interface digital experience model.
• Ensure the digital experience reflects a clear and consistent point of view by reinforcing design, content, and brand standards across teams.
• Build and maintain strong relationships with engineering, line-of-business, and compliance leaders, using those relationships to drive alignment and maintain forward progress in complex environments.
• Provide clear visibility into how work is progressing across teams, surfacing constraints, misalignment, and risks to inform leadership decisions.
• Develop and coach team members to operate effectively across functions, navigate ambiguity, and contribute to a cohesive digital experience.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• 7+ years in digital experience, web strategy, or related disciplines within a complex, matrixed organization. At least 2 years managing a team.
• Demonstrated progression from execution into leadership, with experience shaping direction and guiding how work comes together across teams.
• Strong point of view on what makes an effective digital experience and how teams should operate to deliver it.
• Proven ability to influence outcomes across multiple teams without direct authority and maintain alignment in complex environments.
• Experience navigating competing priorities across business, technology, and creative teams, with the judgment to make and communicate clear tradeoffs.
• Strong understanding of how digital experiences are structured and brought to life across platforms.
• Experience using analytics to inform decisions and guide conversations with stakeholders.
• Comfortable engaging with technical and design partners to ensure alignment between intent and execution, without acting as a designer or developer.
• Strong communication skills, with the ability to create clarity, set direction, and hold boundaries across stakeholders.
• Experience working in a regulated environment a plus (banking experience not required)

Hours and Work Schedule

• Hours per Week: 40

• Work Schedule: M-F 8-5 In  Boston, MA, New York, NY, Westwood, MA, or Johnston, RI office

Pay Transparency 

The salary range for this position is $110,000 - $130,000 per year, plus an opportunity to earn an annual discretionary bonus. 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 .

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Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide 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, 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 all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

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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.