Analyst, Operating Model & Roles Program

Citizens; Westwood (MA); Hybrid; USD 92,000 - 127,000; Full time

Job summary

Citizens is seeking an Analyst, Operating Model & Roles Program to translate strategy into practical deliverables and coordinate execution within NEXT's operating model efforts. You will work across workstreams, synthesize findings, and lead initiatives with cross‑functional partners to shape future-state roles and processes.

You will build relationships, manage stakeholders, and ensure timely, high‑quality program deliverables while maintaining analytical rigor and strong communication.

Qualifications

• Bachelor's degree or equivalent relevant experience.
• 3–6 years of experience in project coordination, business analysis, operations, transformation, or related field.
• Experience in financial services, banking, retail distribution, or regulated industry.
• Strong organizational skills to manage multiple workstreams and deadlines.
• Strong written and verbal communication skills.
• Structured problem-solving with ability to synthesize complex information.
• Ability to influence and coordinate cross-functional partners without formal authority.
• Strong facilitation skills for leading working sessions with diverse stakeholders.
• Proficiency with Microsoft Office applications (PowerPoint, Excel, Word).
• Ability to work with increasing independence and exercise sound judgment.

Responsibilities

• Support NEXT's transformation agenda related to operating model and roles through defined, well-scoped projects and workstreams.
• Build productive relationships to understand current-state processes and support future-state designs.
• Support stakeholder management through day-to-day communication and issue escalation.
• Contribute to sessions and translate strategies into tangible deliverables.
• Conduct research and analysis to inform strategies and implementation plans.
• Synthesize complex information into findings, recommendations, and presentations.
• Lead assigned workstreams with guidance, maintaining deliverables, timelines, and dependencies.
• Create structure and momentum when requirements are not fully defined.
• Facilitate sessions to gather input and advance program priorities.
• Support readiness activities and iterative execution of strategies.
• Share knowledge, tools, and best practices to strengthen consistency.
• Manage multiple priorities with strong analytical rigor and program discipline.

Skills

Organizational skills

Written and verbal communication

Structured problem-solving

Cross-functional coordination

Facilitation skills

Influence without authority

PowerPoint, Excel, Word

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

Description

At Citizens, we are transforming the future of distribution by creating a more connected ecosystem that empowers colleagues, deepens customer relationships, and enables advice‑led engagement at scale.

The Analyst, Operating Model & Roles Program supports the delivery of initiatives within the NEXT Operating Model & Roles Program. This role works across defined workstreams to help translate strategy into practical deliverables, coordinate execution, conduct research and analysis, and support the development of future‑state operating models and colleague roles.

Working with cross‑functional teams and stakeholders, the Analyst helps move projects forward by bringing structure to work, gathering and synthesizing information, coordinating activities, and supporting an iterative approach to strategy execution. The role provides exposure to enterprise transformation and increasing responsibility over time as the individual builds knowledge of Citizens’ businesses, customers, and operating environment.

Primary responsibilities include

• Support NEXT's transformation agenda related to operating model and roles through defined, well‑scoped projects and workstreams.

• Build productive working relationships across the organization to develop an understanding of current‑state processes and support future‑state operating model and role designs.

• Support stakeholder management through day‑to‑day communication, capturing questions, concerns, decisions, and follow‑up items and escalating issues to senior team members when appropriate.

• Contribute to working sessions and idea‑generation activities with internal and external partners and help translate agreed‑upon strategies into tangible deliverables.

• Conduct research and analysis to inform strategies, recommendations, implementation plans, and business decisions.

• Synthesize complex information into clear findings, recommendations, presentations, and other program deliverables.

• Lead assigned workstreams with guidance, maintaining accountability for deliverables, timelines, dependencies, and follow‑up.

• Create structure and maintain momentum when requirements or solutions are not yet fully defined.

• Facilitate working sessions with cross‑functional stakeholders to gather input, resolve questions, and advance program priorities.

• Support implementation planning, readiness activities, and iterative execution of agreed‑upon strategies.

• Share knowledge, tools, and best practices with program contributors to strengthen consistency and execution.

• Manage multiple priorities while maintaining strong standards for analytical rigor, program discipline, and communication quality.

• Exercise sound judgment regarding when to proceed independently, challenge assumptions, seek guidance, or elevate issues.

• Operate as an individual contributor with no direct supervisory responsibilities.

Qualifications, Education, Certifications and/or Other Professional Credentials

Required Qualifications

• Bachelor's degree or equivalent relevant experience.

• 3–6 years of experience in project coordination, business analysis, operations, transformation, program delivery, or a related field.

• Experience within financial services, banking, retail distribution, or another highly regulated industry.

• Strong organizational skills with the ability to manage multiple priorities, workstreams, and deadlines.

• Strong written and verbal communication skills.

• Strong structured problem‑solving and analytical skills, including the ability to synthesize complex information into clear insights and recommendations.

• Demonstrated ability to influence and coordinate cross‑functional partners without formal authority.

• Strong facilitation skills and comfort leading working sessions with diverse stakeholders.

• Proficiency with Microsoft Office applications, particularly PowerPoint, Excel, and Word.

• Ability to work with increasing independence while exercising sound judgment regarding when to seek guidance or elevate issues.

Preferred Qualifications

• Retail branch experience.

• Consulting experience related to operating models, organizational design, transformation, or business strategy.

• Familiarity with branch, sales and service roles, advice‑led engagement, or distribution transformation.

• Experience with role architecture, staffing models, time studies, workforce planning, or change enablement.

• Experience supporting readiness assessments, implementation roadmaps, and value‑realization tracking.

• Familiarity with Agile, hybrid, and traditional project‑delivery approaches.

• PMP, Prosci, or another relevant project, program, change, or transformation certification.

Hours & Work Schedule

• Hours per Week: 40

• Work Schedule: Monday–Friday, standard business hours; hybrid schedule with in‑office presence as required by Citizens' workplace policy.

Pay Transparency

The salary range for this position is $92,000–$127,000 per year, plus an opportunity to earn an annual discretionary bonus through Citizens' Annual Incentive Plan (AIP). 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 Citizens Benefits.

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.

Why Work for Us

At Citizens, you'll find a customer‑centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.

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.