Operational Excellence & Consulting Analyst

Are you dedicated to increasing business efficiency through continuous improvement? Do you enjoy implementing new processes that improve customer experience or process effectiveness? Do you begin each project by asking “how can we make this work better”? If so, you may excel as a Process Engineering Analyst. 

The Operational Excellence Team is an enterprise-wide function that spans all aspects of the bank.  The team partners with business lines across Citizens Bank to drive end-to-end engagement initiatives that transform processes and improve operating models.

As a Process Engineering Analyst, you will be part of a team responsible for leading, supporting, and influencing the successful delivery of operational improvement initiatives at one of the top 20 largest banks in the United States.  Our efforts aim to transform the bank by significantly reducing cost, cycle time, and risk, while at the same time improving the end-to-end customer and colleague experience. Your information gathering experience, problem solving skills, and ability to roll up your sleeves, dive in, and build trusted partnerships within the business lines will help shape the future Citizens Bank. In addition, you will help strengthen Citizen’s use of process reengineering tools, frameworks and methodologies.

Primary responsibilities include

• Lead or support end‑to‑end process improvement initiatives using Lean, Six Sigma, Process Reengineering, and related methodologies.
• Analyze current‑state processes, identify root causes, and design practical, data‑driven solutions.
• Lead process mapping sessions that document current and future state processes and identify issues and pain points.
• Address people, process, technology, and policy impacts to ensure sustainable outcomes.

• Collect, analyze and synthesize qualitative and quantitative information using a variety of tools. 

  
  

• Support business partners in supporting a culture of continuous improvement.

  
  

• Proactively manage resistance, resolve conflict, and support change adoption.

  
  
  

Qualifications, Education, Certifications and/or Other Professional Credentials

• Bachelor's Degree, required; in relevant area preferred (e.g. Industrial Engineering, Operations Research, Data Science)

  
  
• Related experience including workflow analysis, continuous improvement, Lean, Six Sigma, process engineering, team facilitation

• Experience constructing process models with applications such as Visio, Lucid, Minitab, Tableau, and MS Office and ability to quickly learn and use new software applications

• Proven record of operational improvements, preferably in financial services or consulting, resulting in value-adds
• Project management including creating/executing work plans involving multiple groups
• Familiarity with spreadsheets and databases
• Lean Six Sigma and/or Change Management Certification a plus

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Monday - Friday

Pay Transparency 

The salary range for this position is $85,000- $90,000 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the 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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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.