Principal Customer Experience Partner

Citizens Bank; Johnston (RI); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Citizens Bank seeks a Principal Customer Experience Partner on the Enterprise Customer Obsession team to champion a Customer-first approach across the enterprise and translate CX principles into everyday decisions and colleague behaviors. You will re-imagine and optimize end-to-end experiences from onboarding to training to sustain a Customer-obsessed culture.

The ideal candidate is a seasoned transformation leader who can secure executive buy-in, identify root causes, co-design solutions, and

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).
• Comfortable with ambiguity, iteration, and challenging the status quo.
• Bachelor’s degree required.
• Master’s degree preferred.

Responsibilities

• Define our Customer Obsession Culture across teams, behaviors, operating routines, products, and processes.
• Lead Customer Obsession 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.
• 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

Service design

Transformation

Client management

Leadership

Stakeholder influence

Data analysis

Storytelling

Ambiguity tolerance

Education

Bachelor’s degree

Master’s degree

Job description

Description

As a Principal Customer Experience Partner on the Enterprise Customer Obsession team, you will partner across the enterprise, with every level of leadership, to champion making the Customer-first in the way we - translating Customer Experience Principles into everyday decisions and colleague behaviors needed to deliver a remarkable Customer experience.

You will be challenged to continuously and creatively access, re-imagine, optimize, and question every facet of the colleagues’ end-to-end experience (e.g., Onboarding, Incentives, Job Duties, Training) and Citizens’ operating processes to enable, evolve and sustain a Customer obsessed culture.

The ideal candidate is a curious, seasoned innovator and transformation practitioner that has led enterprise-scale change by demonstrating the ability to achieve executive leader buy-in, identify root causes, creatively co-design solutions and drive implementation leading to tangible Customer experience and business impact.

In this role you will:

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

Experience / Background:

• 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)
• Comfortable with ambiguity, iteration, and challenging the status quo.
• Bachelor’s degree required.
• Master’s degree preferred.

Hours & Work Schedule

• Hours per Week: 40+
• Work Schedule: Monday-Friday / 4 days a week in office, 1 day remote

Work Authorization:

This role is not eligible for new employer sponsored or current H-1 B visa holders. Applicants, including current OPT, L and other visa holders, must be authorized to work in the U.S. without the need for new employer sponsorship for themselves or their spouses now and in the future.

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.