Head of Web Experience — AI-Driven Digital Strategy Lead

Citizens; Westwood (MA); Hybrid; USD 190,000 - 230,000; Full time

Benefits offered by this job

Medical, dental & vision

Retirement benefits

Parental leave

Flexible work options

Education reimbursement

Wellness programs

Job summary

Citizens seeks a Head of Web Experience to lead its public web ecosystem, shaping strategy, governance, and operating model for customer-facing web experiences across brands and platforms.

You will drive cross-functional collaboration with Marketing, Technology, Product, Risk, Legal, Compliance, Brand and Experience Design, ensure AI-ready content structures, and set measurable performance across journeys.

Qualifications

• 10+ years in digital experience, web strategy, or related field in a large org.
• 5+ years leading managers or enterprise programs.
• Experience translating strategy into priorities, roadmaps and org structures.
• Strong knowledge of web strategy, journeys, governance and analytics.
• Experience establishing operating models that connect direction, content, tech and delivery.
• Ability to influence senior leaders across multiple functions.

Responsibilities

• Lead the Web Experience function including Strategy, Digital Experience and Production.
• Set vision, priorities, roadmap and operating model for Citizens' web ecosystem.
• Define how experiences are organized, governed, measured and improved across journeys.
• Sponsor content architecture initiatives for consistency and machine readability.
• Prepare web content for AI-mediated discovery with clear structures and standards.
• Establish governance and quality controls for accuracy, accessibility and brand alignment.
• Prioritize across customer needs, regulatory requirements and modernization work.
• Collaborate with Technology on CMS modernization and content models.
• Use analytics to set priorities and explain web performance to leaders.
• Build leadership talent and represent the web channel in enterprise planning.

Skills

Web strategy

Leadership

Stakeholder management

Digital analytics

Content governance

Communication

Tools

CMS platforms (Headless)

Content modeling

Data governance tools

Job description

Citizens seeks a Head of Web Experience to lead its public web ecosystem, shaping strategy, governance, and operating model for customer-facing web experiences across brands and platforms.

You will drive cross-functional collaboration with Marketing, Technology, Product, Risk, Legal, Compliance, Brand and Experience Design, ensure AI-ready content structures, and set measurable performance across journeys.