Distribution Transformation - Change Management Lead

Citizens Bank; Boston (MA); On-site; USD 152,000 - 200,000; Full time

Benefits offered by this job

Comprehensive benefits

Flexible work arrangements

Discretionary bonus

Job summary

Citizens Bank is seeking a Distribution Transformation Change Management Lead to drive enterprise-scale adoption of new distribution models and operating cadences. You will shape readiness, influence design decisions, and mobilize field leaders to sustain behavioral and cultural change across a branch-centric network.

You will partner with executive sponsors, transform operating models, and deliver measurement frameworks to ensure lasting value realization.

Qualifications

• 10+ years of experience leading large-scale organizational transformation or change management.
• Experience partnering with senior leaders to drive enterprise-wide adoption.
• Proven ability to influence senior stakeholders without direct authority.
• Experience establishing change measurement frameworks that connect adoption to business performance.

Responsibilities

• Lead enterprise change strategy for high-impact distribution transformation initiatives.
• Partner with executive sponsors to identify adoption risks and cultural barriers.
• Assess organizational impacts and capability requirements with HR and leadership.
• Serve as trusted advisor on readiness, stakeholder engagement, and transformation effectiveness.
• Translate future-state strategies into adoption roadmaps for structure and roles.
• Define and oversee a comprehensive change measurement framework and reporting.

Skills

Change management

Organizational transformation

Operating model activation

Stakeholder management

Executive communication

Leadership

Education

Advanced degree

Job description

Description

Distribution Transformation - Change Management Lead

Are you a transformational leader with a passion for shaping the future of retail banking? As Citizens reimagines its distribution model through the Network Evolution and Xperience Transformation (NEXT) initiative, we are seeking a senior change leader to accelerate enterprise transformation, drive adoption of new operating models, and influence lasting behavioral and cultural change across our branch-centric ecosystem.

Our transformation requires leaders who can translate strategy into execution, mobilize organizations to successfully change behavior, and create the conditions for sustained transformation.

Position Overview

The Distribution Transformation Change Management Lead serves as a strategic partner to business leadership, transformation teams, and field leaders, driving enterprise-scale adoption of key retail transformation initiatives. The role is accountable for developing and executing integrated change strategies that enable successful implementation of future-state distribution models, operating cadences, leadership routines and customer engagement practices.

Beyond traditional change management, this leader will shape organizational readiness, influence transformation design decisions, and drive measurable behavior change throughout the distribution network. The role requires deep expertise in organizational transformation, operating model activation, leadership engagement, and change analytics, coupled with the ability to influence senior stakeholders as well as front line colleagues, and align diverse teams around a shared vision. This role serves as enterprise lead for change management across the Distribution transformation and may directly lead internal and external change resources.

The successful candidate will establish the frameworks, governance, and measurement disciplines necessary to ensure transformation outcomes are realized and sustained, serving as a key steward of Citizens' modernization journey.

Key Responsibilities

Strategic Transformation Leadership

• Lead enterprise change strategy for high-impact distribution transformation initiatives, ensuring alignment between business objectives, organizational readiness, and field execution.
• Partner with executive sponsors and transformation leaders to identify adoption risks, organizational dependencies, and cultural barriers that could impede successful transformation.
• Partner with HR, Talent and Business leaders to assess organizational impacts, role evolution and capability requirements associated with transformation initiatives.
• Serve as a trusted advisor to other leaders on change readiness, workforce impacts, stakeholder engagement, and transformation effectiveness.
• Influence transformation design decisions by representing colleague, customer, and field perspectives throughout program planning and execution.

Organizational Adoption & Operating Model Activation

• Translate future-state distribution and operating model strategies into comprehensive adoption roadmaps spanning organizational structure, roles and capabilities.
• Design and implement scalable approaches that drive adoption, proficiency, and sustainment across a geographically dispersed retail organization.
• Ensure new ways of working are embedded into daily operations, leadership routines, talent processes, and performance expectations.

Leadership & Stakeholder Mobilization

• Partner with distribution leadership teams to build visible sponsorship, accountability, and ownership of transformation outcomes.
• Establish leadership activation strategies that equip leaders to model desired behaviors and reinforce transformation objectives.
• Build alignment among cross-functional stakeholders, fostering shared ownership for adoption and business outcomes.

Innovation, Experimentation & Continuous Improvement

• Lead test-and-learn methodologies, including micro-testing and pilots, to accelerate adoption and reduce implementation risk.
• Establish mechanisms for continuous listening, feedback collection, and organizational sensing to inform real-time adjustments to transformation strategies.
• Drive a culture of learning and agility by incorporating field insights into transformation design and execution.

Measurement & Value Realization

• Define and oversee a comprehensive change measurement framework, including organizational readiness, adoption, behavioral, proficiency, and business outcome metrics.
• Partner with Data and Analytics teams to quantify adoption trends, identify gaps, and proactively address areas of resistance.
• Monitor progress against transformation objectives and provide executive-level reporting and recommendations to ensure successful value realization.

Sustainment & Culture Transformation

• Develop long-term sustainment strategies that reinforce behavioral shifts and ensure enduring business impact beyond formal transformation programs.
• Champion cultural evolution efforts that strengthen adaptability, accountability, collaboration, and customer-centric behaviors across the distribution network.
• Establish governance mechanisms that support continued optimization and evolution of transformed operating models.

Qualifications - Required

• 10+ years of experience leading large-scale organizational transformation, change management, operating model activation, or business transformation initiatives.
• Demonstrated success partnering with senior leaders to drive enterprise-wide adoption of strategic business initiatives.
• Significant experience leading organizational and behavioral change across complex, multi-location, customer-facing organizations and customer-facing colleagues.
• Proven ability to influence senior stakeholders and drive alignment without direct authority.
• Experience establishing change measurement frameworks that connect adoption outcomes to business performance.
• Strong executive communication, facilitation, storytelling, and stakeholder management skills.

Preferred

• Experience within retail banking or distribution organizations, or experience within deep customer experience industries.
• Experience supporting branch network transformation, workforce transformation, or distribution strategy initiatives.
• Demonstrated expertise in behavioral science, adoption strategy, design thinking, continuous improvement, or test-and-learn methodologies.
• Advanced degree in Business, Organizational Development, Psychology, Change Leadership, or a related field

Pay Transparency

The salary range for this position is $152,000-$200,050 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, https://jobs.citizensbank.com/benefits

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

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.