Field Readiness and Customer Experience Activation Lead

Citizens Financial Group • Johnston, RI

15h • $123,000 - $159,000 • Hybrid

About The Position

The Field Readiness and Customer Experience Activation Lead ensures activations are prepared for execution operationally, behaviorally, and from a customer-experience perspective. The role owns the readiness and human side of activation by translating strategy into playbooks, training, and field execution standards that support consistent, high-quality delivery at launch and beyond. It bridges enterprise design and field adoption, preparing colleagues to deliver the intended experience from day one.

The position works across functions and with field leadership to establish readiness, enable adoption of sales-model changes, and improve execution through post-launch feedback. The work schedule is 40 hours per week, Monday through Friday, with four days in the office and one day remote. Listed work locations are Johnston, Rhode Island; Boston or Westwood, Massachusetts; Pittsburgh or Philadelphia, Pennsylvania; Cleveland, Ohio; Southfield, Michigan; Newark, Delaware; or New York City.

The salary range is $123,000–$159,000 per year, with an opportunity to earn an annual discretionary bonus. Actual pay depends on factors including budget, work location, and relevant skills and experience. The company offers competitive pay, medical, dental, and vision coverage, retirement benefits, maternity and paternity leave, flexible work arrangements, education reimbursement, wellness programs, and paid time off. The role is not eligible for new employer-sponsored or current H-1B visa holders. Applicants must be authorized to work in the United States without needing new employer sponsorship for themselves or their spouses now or in the future.

Requirements

• 5–10+ years of experience in change management, field enablement, training, or operational readiness.
• Proven experience translating strategy into playbooks, training, and frontline execution.
• Strong experience working across functions, such as Retail, HR/Talent, Marketing, and Operations.
• Ability to simplify complex changes into clear, actionable guidance for the field.
• Demonstrated customer-centric mindset, persistence and resilience in the face of challenges, and commitment to continuous learning.

Nice To Haves

• Experience in retail banking, multi-site retail, or service environments.
• Background in sales-model transformation or customer-experience design.
• Familiarity with branch operations, staffing models, and field-execution dynamics.
• Field-first mindset: designs for how work actually gets done in-market.
• Change-leader approach: drives adoption through clarity, structure, and repetition—not just communication.
• Operator approach: balances playbook design with real-world execution and readiness discipline.
• Integrator approach: connects experience, training, and operating model into one cohesive system.

Responsibilities

• Own the execution and governance of the Branch Experience Playbook across DeNovos and relocations.
• Align in-market standards for customer and colleague experience, including staffing, behaviors, routines, and execution expectations.
• Ensure playbooks are actionable, scalable, and aligned with the broader sales and service operating model.
• Work with partners to translate activation strategy into clear, structured change plans.
• Coordinate training programs that prepare field teams for new formats, processes, and expectations.
• Synthesize communications across functions into a clear field narrative explaining what is changing, why it matters, and what to do differently.
• Ensure readiness components are in place before launch, including training completion, materials, tools, role clarity, and execution plans.
• Define and manage readiness checkpoints and standards for consistent market-level execution.
• Identify and proactively address readiness gaps or risks before launch.
• Translate activation strategy into executable routines, behaviors, and expectations within the sales model.
• Partner with field leadership to ensure locations are set up for Day 1 success.
• Support adoption of new roles, processes, and customer engagement approaches.
• Monitor early adoption and post-launch execution quality, identifying where reinforcement is needed.
• Gather feedback from the field and partners to refine playbooks, training, and readiness standards.
• Embed a repeatable learning loop that continuously improves activation effectiveness.

Benefits

• Competitive pay
• Comprehensive medical coverage
• Dental coverage
• Vision coverage
• Retirement benefits
• Maternity leave
• Paternity leave
• Flexible work arrangements
• Education reimbursement
• Wellness programs
• Paid time off that exceeds mandatory paid sick or paid time-away policies in every local and state jurisdiction in the United States
• Opportunity to earn an annual discretionary bonus

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed