Head of Web Experience - Hybrid Digital Strategy Lead

Citizens; Westwood (MA); Hybride; USD 164 000 - 200 000; Plein temps

Résumé du poste

Citizens is looking for a Head of Web Experience to lead the public web ecosystem, shaping strategy, governance, and operating models. You will oversee web strategy, digital experience, content management, and production, ensuring useful, measurable, and compliant experiences across journeys and platforms.

This leader partners with Marketing, Technology, Product, Risk, Legal, Compliance, Brand, and Experience Design to balance long-term transformation with day-to-day reliability, including

Qualifications

• 10+ years in digital experience, web strategy, or related field within a large organization.
• 5+ years leading managers, multidisciplinary teams, or large programs.
• Experience setting enterprise web strategy and translating to roadmaps and priorities.
• Strong knowledge of analytics, content governance, and experience optimization.

Responsabilités

• Lead the Web Experience function, including Web Strategy, Digital Experience, and Production.
• Establish vision, priorities, roadmap, and operating model for Citizens' public web ecosystem.
• Define how web experiences are structured, governed, measured, and delivered across journeys.
• Sponsor structured-content and content-architecture initiatives for reuse and scalability.
• Ensure web content is prepared for AI-mediated discovery with clear information structures.
• Establish governance and quality controls for accuracy, accessibility, and compliance.
• Lead tradeoff decisions across customer needs, demand, regulatory requirements, and modernization.
• Partner with Technology on CMS modernization and content-model development.
• Use analytics and performance data to set priorities and report to senior leaders.
• Create ownership, processes, and relationships across delivery teams.

Connaissances

Digital experience

Web strategy

Content governance

Analytics

Leadership

Communication

Outils

CMS platforms

Content modeling

Metadata & taxonomy

Design systems

Description du poste

Citizens is looking for a Head of Web Experience to lead the public web ecosystem, shaping strategy, governance, and operating models. You will oversee web strategy, digital experience, content management, and production, ensuring useful, measurable, and compliant experiences across journeys and platforms.

This leader partners with Marketing, Technology, Product, Risk, Legal, Compliance, Brand, and Experience Design to balance long-term transformation with day-to-day reliability, including