Director of Customer Experience – Commercial Banking

Citizens Financial Group•Boston, MA

3d•Hybrid

About The Position

As the Director of Customer Experience, you are responsible for creating and maintaining a clear articulation of client expectations and leading programs that effectively monitor and drive change that will continually push Citizen’s customer experience to be best in class. This role is expected to be an influential thought leader that can help partner lines of business understand the ever-changing banking landscape and represent the voice of the client in their plans to evolve.

Requirements

10+ years of experience in customer experience, journey design, service design, or digital/customer strategy roles
Commercial Banking Experience required (Middle-Market, Corp Banking, Treasury Services etc.)
Proven leadership experience managing cross-functional teams (design, process, journey owners, program management)
Strong expertise in service design, customer journey mapping, process improvement, and data-driven decision making
Experience driving enterprise-wide CX initiatives and performance programs (e.g., JD Power, NPS, or similar voice-of-customer frameworks)
Strong written and verbal communications skills and executive presence
Bachelor’s degree required
Strong customer-centric mindset, exhibit persistence and resilience in the face of challenges, and embrace continuous learning to adapt and grow in a dynamic environment.

Nice To Haves

MBA or relevant advanced degree preferred.

Responsibilities

Establish and maintain a consistent structured approach to constantly evaluate and enhance the Commercial Banking customer experience.
Embed customer centric thinking throughout the Commercial Banking organization behaviors, routines and communications by being a thought leader on behalf of the client.
Drive consistent customer journey evaluations and evolutions that link to a clear delivery roadmap.
Lead / coordinate human centered design approach to enable client experience principles in everything we do.
Be an influential leader to coordinate support across disparate partners to deliver cross functional solutions to client experience goals.