Product Manager, CIAM Authentication & Identity Platform Delivery LeadThe 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.ResponsibilitiesLead delivery of a centralized CIAM platform, consolidating fragmented authentication and identity verification capabilities across mobile, digital, contact center, and branch channelsDrive OTP and authentication consolidation strategy, reducing redundancy, improving reliability, and enabling consistent customer experience across journeysDefine and execute the roadmap for modern, passwordless and risk-based authentication, including passkeys, biometrics, behavioral signals, and adaptive step-upEmbed risk-based decisioning and AI-driven identity intelligence into authentication flows to dynamically balance security and customer frictionPartner across Security, Fraud, Digital, and Technology to align on enterprise authentication standards and eliminate duplicative controlsEnable omnichannel identity orchestration, ensuring identity signals persist and are leveraged consistently across customer journeysOwn delivery outcomes and adoption, ensuring scalable implementation, operational readiness, and measurable business impactEstablish enterprise authentication standards and governance, preventing future fragmentation and ensuring consistency across all channels and productsTrack and optimize core business KPIs, including authentication success rates, step-up rates, fraud losses, customer friction, and conversion liftKey Skills, Competencies, and Experience7+ years in product management, platform delivery, or identity/authentication/fraud domainsProven experience leading enterprise-scale platform transformations, ideally CIAM or authentication modernization initiativesStrong 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 journeysDeep understanding of CIAM principles, identity orchestration, and omnichannel customer journeysExperience driving OTP consolidation or authentication platform rationalization strongly preferredExpertise in Agile delivery (SAFe, Scrum, Kanban) at scaleStrong executive communication skills, with ability to translate identity strategy into business outcomesDemonstrated ability to lead cross-functional teams and influence without authorityExperience defining and managing KPIs tied to business outcomes (conversion, fraud reduction, CX improvement)Ability to balance security, customer experience, and operational efficiency in authentication designExperience with AI/analytics-driven identity or fraud capabilities preferredEducationBachelor's degree required; advanced degree preferredHours and Work Schedule: Hours per Week: 40 Work Schedule: Monday to Friday, 8:00 AM to 5:00 PMPay TransparencyThe salary range for this position is $142,000 – $185,000 per year, plus an opportunity to earn additional incentive earnings (if applicable). 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 SkillsAudit and Compliance Policies and ProceduresBusiness SavvyCustomer EmpowermentCustomer-CentricityDiversity and Inclusion PracticeFostering InclusionPlatform as a Service (PaaS)Quality Assurance (QA)Strategic and Tactical PlanningUser Experience Design (UXD)About UsEqual Employment OpportunityCitizens, 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 EmployerJob Applicant Data Privacy PolicyBackground CheckAny 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.Job InfoJob Identification 47710Job Category TechnologyPosting Date 06/24/2026, 08:27 PMApply Before 08/31/2026, 04:00 AMDegree Level Bachelor's DegreeJob Schedule Full timeJob Shift 1stLocations 645 East Missouri Avenue, Phoenix, AZ, 85012, US 4250 Congress St., Charlotte, NC, 28209, US 5908 Headquarters Dr., Plano, TX, 75024, US 101 Wood Avenue South, Iselin, NJ, 08830, US 200 Station Drive, Westwood, MA, 02090, US One Citizens Bank Way, Johnston, RI, 02919, USWorking Hours 40Career Site Category Technology