4 Days in the office from any of our locations in Johnston RI, Charlotte NC, Dallas TX, Nashville TN, Iselin NJ, Westwood or Medford MA, or Phoenix AZ and couple other locations

Role is not relocation eligible.

Product Manager, CIAM Authentication & Identity Platform Delivery Lead

The Product Manager for Customer Identity & Authentication will lead delivery of Citizens’ next-generation centralized CIAM platform, a core pillar of the bank’s Reimagine the Bank strategy. This role is responsible for transforming fragmented authentication and identity verification capabilities into a unified, risk-based, and intelligence-driven platform that reduces customer friction while strengthening fraud defenses.

This leader will drive the transition from siloed OTP and point solutions to a modern, adaptive authentication ecosystem—leveraging passkeys, biometrics, device intelligence, and AI-powered risk signals. The role will partner across Security, Fraud, Digital, Technology, and Operations to position identity not just as a control point, but as a driver of customer growth, trust, and conversion.

The role requires balancing near-term delivery (e.g., channel integration, OTP consolidation, fraud controls) with long-term platform transformation, ensuring measurable business impact across customer experience, fraud loss reduction, and operational efficiency. This role includes team leadership responsibilities and reports to the CIAM Product Leader.

Responsibilities

Lead delivery of a centralized CIAM platform, consolidating fragmented authentication and identity verification capabilities across mobile, digital, contact center, and branch channels
Drive OTP and authentication consolidation strategy, reducing redundancy, improving reliability, and enabling consistent customer experience across journeys
Define and execute the roadmap for modern, passwordless and risk-based authentication, including passkeys, biometrics, behavioral signals, and adaptive step-up
Embed risk-based decisioning and AI-driven identity intelligence into authentication flows to dynamically balance security and customer friction
Partner across Security, Fraud, Digital, and Technology to align on enterprise authentication standards and eliminate duplicative controls
Enable omnichannel identity orchestration, ensuring identity signals persist and are leveraged consistently across customer journeys
Own delivery outcomes and adoption, ensuring scalable implementation, operational readiness, and measurable business impact
Establish enterprise authentication standards and governance, preventing future fragmentation and ensuring consistency across all channels and products
Track and optimize core business KPIs, including authentication success rates, step-up rates, fraud losses, customer friction, and conversion lift

Key Skills, Competencies, and Experience

7+ years in product management, platform delivery, or identity/authentication/fraud domains
Proven experience leading enterprise-scale platform transformations, ideally CIAM or authentication modernization initiatives
Strong expertise in modern authentication technologies (passkeys/FIDO2, biometrics, MFA, device intelligence, identity verification)
Experience delivering risk-based or adaptive authentication and integrating fraud/risk signals into customer journeys
Deep understanding of CIAM principles, identity orchestration, and omnichannel customer journeys
Experience driving OTP consolidation or authentication platform rationalization strongly preferred
Expertise in Agile delivery (SAFe, Scrum, Kanban) at scale
Strong executive communication skills, with ability to translate identity strategy into business outcomes
Demonstrated ability to lead cross-functional teams and influence without authority
Experience defining and managing KPIs tied to business outcomes (conversion, fraud reduction, CX improvement)
Ability to balance security, customer experience, and operational efficiency in authentication design
Experience with AI/analytics-driven identity or fraud capabilities preferred

Education

Bachelor’s degree required; advanced degree preferred

Hours and Work Schedule:
Hours per Week: 40
Work Schedule: Monday to Friday, 8:00 AM to 5:00 PM

Company

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.

Equal Employment and Opportunity Employer

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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.