Director of Customer Experience – Commercial Banking

As the Director of Customer Experience, you are responsible for creating and maintaining a clear articulation of client expectations and leading programs that effectively monitor and drive change that will continually push Citizen’s customer experience to be best in class.  This role is expected to be an influential thought leader that can help partner lines of business understand the ever-changing banking landscape and represent the voice of the client in their plans to evolve. 

Primary responsibilities include

• Establish and maintain a consistent structured approach to constantly evaluate and enhance the Commercial Banking customer experience. 

• Embed customer centric thinking throughout the Commercial Banking organization behaviors, routines and communications by being a thought leader on behalf of the client.

• Drive consistent customer journey evaluations and evolutions that link to a clear delivery roadmap. 

• Lead / coordinate human centered design approach to enable client experience principles in everything we do. 

• Be an influential leader to coordinate support across disparate partners to deliver cross functional solutions to client experience goals

Qualifications, Education, Certifications and/or Other Professional Credentials

• 10+ years of experience in customer experience, journey design, service design, or digital/customer strategy roles 

• Commercial Banking Experience required (Middle-Market, Corp Banking, Treasury Services etc.)

• Proven leadership experience managing cross-functional teams (design, process, journey owners, program management) 

• Strong expertise in service design, customer journey mapping, process improvement, and data-driven decision making 

• Experience driving enterprise-wide CX initiatives and performance programs (e.g., JD Power, NPS, or similar voice-of-customer frameworks)

• Strong written and verbal communications skills and executive presence

  
  

Education 

• Bachelor’s degree required; MBA or relevant advanced degree preferred.

To thrive as a colleague at Citizens, candidates must demonstrate a strong customer-centric mindset, exhibit persistence and resilience in the face of challenges, and embrace continuous learning to adapt and grow in a dynamic environment.

Hours and Work Schedule: (4 days in office, 1 day remote)

Hours per Week: 40

Work Schedule: Monday-Friday

Work Location(s): Boston, MA, New York, NY, Philadelphia, PA, Charlotte, NY

Pay Transparency

The salary range for this position is $216,000-$267,000 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 .

Citizens will not sponsor an applicant for a work visa, such as an H-1B, for this position.

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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Background Check

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.