Head of Web Experience

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

The Head of Web Experience leads Citizens' public web ecosystem and is accountable for the strategy, governance, operating model, and performance of the bank's customer-facing web experiences. This role oversees the teams responsible for web strategy, digital experience, content management, and production. The leader ensures that Citizens' web experiences are useful, discoverable, measurable, accessible, compliant, and able to evolve with changing customer behavior and technology. As discovery expands beyond traditional search into AI-driven experiences and third-party platforms, this leader defines how Citizens delivers information for both people and machines. The role works closely with Marketing, Technology, Product, Risk, Legal, Compliance, Brand, and Experience Design to balance long-term transformation with reliable day-to-day operations.

Primary Responsibilities

• Lead the Web Experience function, including Web Strategy, Digital Experience, and Production.
• Establish the vision, priorities, roadmap, and operating model for Citizens' public web ecosystem.
• Define how web experiences are structured, governed, measured, delivered, and improved across customer journeys and lines of business.
• Sponsor structured-content and content-architecture initiatives that improve consistency, reuse, scalability, and machine readability.
• Ensure Citizens' web content and experiences are prepared for AI-mediated discovery through clear information structures, consistent content standards, and reliable underlying data.
• Establish governance and quality controls that keep web experiences accurate, accessible, compliant, secure, and aligned with Citizens' brand and design standards.
• Lead prioritization and tradeoff decisions across customer needs, business demand, regulatory requirements, operational work, site health, and modernization efforts.
• Partner with Technology and Engineering on CMS modernization, content-model development, component evolution, dynamic content, and future platform capabilities.
• Use analytics, customer behavior, market changes, and business performance to set priorities and explain web performance to senior leaders.
• Create clear ownership, decision rights, intake processes, and working relationships across the teams involved in delivering web experiences.
• Build and develop leadership talent across the Web Experience organization.
• Represent the public web channel in enterprise planning, transformation programs, and cross-functional leadership discussions.

Required Skills and Experience

• 10 or more years of experience in digital experience, web strategy, content strategy, digital product management, or a related discipline within a large or complex organization.
• Five or more years of experience leading managers, multidisciplinary teams, or large enterprise programs.
• Demonstrated experience setting enterprise web or digital-experience strategy and translating that strategy into priorities, roadmaps, team structures, and measurable work.
• Strong knowledge of web strategy, customer journeys, content governance, digital analytics, experimentation, publishing operations, and experience optimization.
• Experience establishing operating models that connect strategic direction, content structure, experience design, technology, and delivery.
• Experience guiding major change while maintaining the continuity, accuracy, and reliability of an active digital channel.
• Strong judgment when balancing customer needs, business goals, regulatory risk, technical constraints, and operational capacity.
• Demonstrated ability to influence senior leaders and partners across Marketing, Technology, Product, Risk, Legal, Compliance, Brand, and Design.
• Strong written and verbal communication skills, including the ability to explain complex digital issues clearly to executive audiences.

Preferred Skills and Experience

• Experience developing digital strategies for AI-mediated discovery, LLM visibility, structured content, and machine-readable experiences.
• Familiarity with headless or modern CMS platforms, content modeling, content architecture, metadata, taxonomy, and enterprise design systems.
• Experience leading CMS modernization, content migration, dynamic-content programs, or component-library development.
• Experience redesigning organizations, team responsibilities, governance models, or digital delivery processes.
• Experience with web analytics, search performance, conversion-rate optimization, experimentation programs, and digital measurement.
• Experience working in a regulated or highly controlled environment.
• Financial services or banking experience.

Hours & Work Schedule

Hours per Week: 40

Work Schedule: M-F 8-5 4 days in the Westwood MA office 1 day remote.

Pay Transparency

The salary range for this position is $x - $y per year/per hour (select one), 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 re