Principal Customer Experience Partner

As a Principal Customer Experience Partner on the Enterprise Customer Obsession team, you will partner across the enterprise, with every level of leadership, to champion making the Customer-first in the way we THINK, SPEAK, and ACT —translating Customer Experience Principles into everyday decisions and colleague behaviors needed to deliver a remarkable Customer experience. 

You will be challenged to continuously and creatively access, re-imagine, optimize, and question every facet of the colleagues’ end-to-end experience (e.g., Onboarding, Incentives, Job Duties, Training) and Citizens’ operating processes to enable, evolve and sustain a Customer obsessed culture.

The ideal candidate is a curious, seasoned innovator and transformation practitioner that has led enterprise-scale change by demonstrating the ability to achieve executive leader buy-in, identify root causes, creatively co-design solutions and drive implementation leading to tangible Customer experience and business impact. 

In this role you will:

• Define our Customer Obsession Culture:
  • Define what Customer-first THINKING, SPEAKING, and ACTING looks like across teams, colleague behaviors, operating routines, products, and processes.
  • Remove barriers to adoption and help teams translate customer experience principles into practical ways of working.
  • Identify ways to promote, recognize, reward, and amplify Customer-first behaviors that reinforce desired culture and consistent execution.

• Build our Customer Obsession Culture:
  • Lead Customer Obsession cultural initiatives from concept through implementation across priority colleague journeys.
  • Co-create, incubate, test, iterate, and scale solutions that reduce friction and improve Customer experience outcomes.
  • Apply discovery, research, and validation methods to identify needs, root causes, and improvement opportunities.

  • Facilitate ideation, synthesis, prototyping, and design activities that move ideas into delivered changes.

    
    
• Sustain, Grow and Evolve our Customer Obsession Culture:
  • Drive Customer-first decision-making and behavior changes across the organization through storytelling, influence, coaching, and partnership.
  • Influence senior leaders and day-to-day colleagues to act on what matters most to Customers.
  • Challenge the status quo and rally all colleagues around meaningful, measurable action.

Experience / Background:

• Progressive Experience in customer experience, innovation, service/process design, transformation, and/or client management.
• Customer-obsessed, curious, and creative leader with a strong blend of strategy and hands-on delivery
• Proven ability to lead and manage multiple, cross-functional programs in matrixed organizations.
• Skilled at influencing stakeholders and building trust.
• Ability to analyze data to identify trends, root causes, and opportunities.
• Strong storytelling skills (narrative constructing, visualization/design and verbal delivery)
• Comfortable with ambiguity, iteration, and challenging the status quo.
• Bachelor’s degree required.
• Master’s degree preferred.

Hours & Work Schedule

• Hours per Week: 40+
• Work Schedule: Monday-Friday / 4 days a week in office, 1 day remote

Work Authorization: 
This role is not eligible for new employer sponsored or current H-1 B visa holders. Applicants, including current OPT, L and other visa holders, must be authorized to work in the U.S. without the need for new employer sponsorship for themselves or their spouses now and in the future.

Pay Transparency

‌The salary range for this position is $172,000-$209,000 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 .

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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.