Distribution Transformation - Change Management Lead

Citizens • Boston, MA

5d • $152,000 - $200,050 • Hybrid

About The Position

As Citizens reimagines its distribution model through the Network Evolution and Xperience Transformation (NEXT) initiative, we are seeking a senior change leader to accelerate enterprise transformation, drive adoption of new operating models, and influence lasting behavioral and cultural change across our branch-centric ecosystem. Our transformation requires leaders who can translate strategy into execution, mobilize organizations to successfully change behavior, and create the conditions for sustained transformation. The Distribution Transformation Change Management Lead serves as a strategic partner to business leadership, transformation teams, and field leaders, driving enterprise-scale adoption of key retail transformation initiatives. The role is accountable for developing and executing integrated change strategies that enable successful implementation of future-state distribution models, operating cadences, leadership routines and customer engagement practices. Beyond traditional change management, this leader will shape organizational readiness, influence transformation design decisions, and drive measurable behavior change throughout the distribution network. The role requires deep expertise in organizational transformation, operating model activation, leadership engagement, and change analytics, coupled with the ability to influence senior stakeholders as well as front line colleagues, and align diverse teams around a shared vision. This role serves as enterprise lead for change management across the Distribution transformation and may directly lead internal and external change resources. The successful candidate will establish the frameworks, governance, and measurement disciplines necessary to ensure transformation outcomes are realized and sustained, serving as a key steward of Citizens' modernization journey.

Requirements

• 10+ years of experience leading large-scale organizational transformation, change management, operating model activation, or business transformation initiatives.
• Demonstrated success partnering with senior leaders to drive enterprise-wide adoption of strategic business initiatives.
• Significant experience leading organizational and behavioral change across complex, multi-location, customer-facing organizations and customer-facing colleagues.
• Proven ability to influence senior stakeholders and drive alignment without direct authority.
• Experience establishing change measurement frameworks that connect adoption outcomes to business performance.
• Strong executive communication, facilitation, storytelling, and stakeholder management skills.

Nice To Haves

• Experience within retail banking or distribution organizations, or experience within deep customer experience industries.
• Experience supporting branch network transformation, workforce transformation, or distribution strategy initiatives.
• Demonstrated expertise in behavioral science, adoption strategy, design thinking, continuous improvement, or test-and-learn methodologies.
• Advanced degree in Business, Organizational Development, Psychology, Change Leadership, or a related field

Responsibilities

• Lead enterprise change strategy for high-impact distribution transformation initiatives, ensuring alignment between business objectives, organizational readiness, and field execution.
• Partner with executive sponsors and transformation leaders to identify adoption risks, organizational dependencies, and cultural barriers that could impede successful transformation.
• Partner with HR, Talent and Business leaders to assess organizational impacts, role evolution and capability requirements associated with transformation initiatives.
• Serve as a trusted advisor to other leaders on change readiness, workforce impacts, stakeholder engagement, and transformation effectiveness.
• Influence transformation design decisions by representing colleague, customer, and field perspectives throughout program planning and execution.
• Translate future-state distribution and operating model strategies into comprehensive adoption roadmaps spanning organizational structure, roles and capabilities.
• Design and implement scalable approaches that drive adoption, proficiency, and sustainment across a geographically dispersed retail organization.
• Ensure new ways of working are embedded into daily operations, leadership routines, talent processes, and performance expectations.
• Partner with distribution leadership teams to build visible sponsorship, accountability, and ownership of transformation outcomes.
• Establish leadership activation strategies that equip leaders to model desired behaviors and reinforce transformation objectives.
• Build alignment among cross-functional stakeholders, fostering shared ownership for adoption and business outcomes.
• Lead test-and-learn methodologies, including micro-testing and pilots, to accelerate adoption and reduce implementation risk.
• Establish mechanisms for continuous listening, feedback collection, and organizational sensing to inform real-time adjustments to transformation strategies.
• Drive a culture of learning and agility by incorporating field insights into transformation design and execution.
• Define and oversee a comprehensive change measurement framework, including organizational readiness, adoption, behavioral, proficiency, and business outcome metrics.
• Partner with Data and Analytics teams to quantify adoption trends, identify gaps, and proactively address areas of resistance.
• Monitor progress against transformation objectives and provide executive-level reporting and recommendations to ensure successful value realization.
• Develop long-term sustainment strategies that reinforce behavioral shifts and ensure enduring business impact beyond formal transformation programs.
• Champion cultural evolution efforts that strengthen adaptability, accountability, collaboration, and customer-centric behaviors across the distribution network.
• Establish governance mechanisms that support continued optimization and evolution of transformed operating models.

Benefits

• competitive pay
• comprehensive medical, dental and vision coverage
• retirement benefits
• maternity/paternity leave
• flexible work arrangements
• education reimbursement
• wellness programs
• paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States

What This Job Offers

• Job Type: Full-time
• Career Level: Senior