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About the Role

Lead the delivery of Citizens' next-generation centralized CIAM platform, a core component of the bank's 'Reimagine the Bank' strategy. This role transforms fragmented authentication and identity verification into a unified, risk-based, and intelligence-driven platform to reduce customer friction and strengthen fraud defenses. The leader will drive the transition to a modern, adaptive authentication ecosystem, leveraging advanced technologies and partnering across departments to position identity as a driver of customer growth, trust, and conversion. The role balances near-term delivery with long-term platform transformation, aiming for 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.

Requirements

• 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.
• Bachelor’s degree required; advanced degree preferred.
• Role is not relocation eligible.
• Any offer of employment is conditioned upon the candidate successfully passing a background check.

Skills

• CIAM
• Authentication
• Identity Verification
• Passkeys
• FIDO2
• Biometrics
• MFA
• Device Intelligence
• Risk-based Authentication
• Adaptive Authentication
• Fraud Detection
• Identity Orchestration
• Omnichannel Customer Journeys
• Agile Delivery
• SAFe
• Scrum
• Kanban
• AI
• Analytics

Location

• Johnston RI
• Charlotte NC
• Dallas TX
• Nashville TN
• Iselin NJ
• Westwood MA
• Medford MA
• Phoenix AZ

Work Type

• 4 Days in the office
• Monday to Friday, 8:00 AM to 5:00 PM

Experience Level

• 7+ years

Education Level

• Bachelor's degree required
• Advanced degree preferred

About the Company

• 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
• Job Applicant Data Privacy Policy [https://jobs.citizensbank.com/Job-Applicant-Privacy-Policy]

Equal 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