Senior Customer Obsession Architect

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

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