Customer Obsession Strategy Architect

Citizens; Johnston (RI); Hybrid; USD 140,000 - 190,000; Full time

Job summary

Citizens in Johnston, RI seeks a Principal Customer Experience Partner on the Enterprise Customer Obsession team to champion Customer-first decisions across the organization. You will partner across leadership to translate Customer Experience Principles into everyday actions and colleague behaviors, enabling a remarkable Customer experience.

The ideal candidate is a curious, seasoned transformation practitioner with executive buy-in experience, able to identify root causes, co-design solutions,

Qualifications

• 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).
• Bachelor’s degree required; Master’s degree preferred.

Responsibilities

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

Skills

Customer experience

Innovation

Process design

Transformation

Client management

Influencing stakeholders

Storytelling

Data analysis

Education

Bachelor's degree

Master's degree

Job description

Citizens in Johnston, RI seeks a Principal Customer Experience Partner on the Enterprise Customer Obsession team to champion Customer-first decisions across the organization. You will partner across leadership to translate Customer Experience Principles into everyday actions and colleague behaviors, enabling a remarkable Customer experience.

The ideal candidate is a curious, seasoned transformation practitioner with executive buy-in experience, able to identify root causes, co-design solutions,