Chief Web Experience & Digital Strategy Lead

Citizens Financial; United States; Hybrid; USD 230,000 - 300,000; Full time

Job summary

Citizens Financial seeks a Head of Web Experience to lead the public web ecosystem, defining strategy, governance, and operating model for customer-facing experiences.

You will oversee web strategy, content management, and production, partnering with Marketing, Technology, Risk, Legal, Compliance, Brand, and Experience Design to balance transformation with reliable day-to-day operations.

Qualifications

• 10+ years in digital experience, web strategy, or related field in large org.
• 5+ years leading managers or large enterprise programs.
• Experience turning strategy into prioritized roadmaps and teams.
• Strong knowledge of web strategy, journeys, governance, analytics.
• Ability to influence senior leaders across multiple functions.

Responsibilities

• Lead the Web Experience function and oversee strategy, digital experience, and production.
• Set vision, priorities, roadmap, and operating model for Citizens' public web ecosystem.
• Define governance, measurement, and improvements across customer journeys.
• Sponsor content-architecture initiatives for reuse and machine readability.
• Ensure readiness for AI-mediated discovery with clear information structures.
• Establish governance and quality controls for accuracy, accessibility, compliance, security.
• Lead prioritization across needs, demand, regulatory, operations, health, modernization.
• Collaborate with Technology on CMS modernization and content models.
• Use analytics and performance data to set priorities and report to leaders.
• Create ownership and processes across teams delivering web experiences.
• Develop leadership talent in Web Experience.
• Represent the public web channel in enterprise planning.

Skills

Digital strategy

Web experience

Leadership

Cross-functional collaboration

Analytics & measurement

Tools

CMS platforms

Content modeling

Web analytics tools

Job description

Citizens Financial seeks a Head of Web Experience to lead the public web ecosystem, defining strategy, governance, and operating model for customer-facing experiences.

You will oversee web strategy, content management, and production, partnering with Marketing, Technology, Risk, Legal, Compliance, Brand, and Experience Design to balance transformation with reliable day-to-day operations.