Field Readiness and Customer Experience Activation Lead

Citizens • Johnston, RI

1d • $123,000 - $159,000 • Hybrid

About The Position

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

The Lead owns the execution and governance of the Branch Experience Playbook across DeNovos and relocations; aligns customer and colleague experience standards; develops change plans, training, and field communications; and manages launch readiness checkpoints and risks. The role also enables adoption of sales operating model changes, monitors post-launch execution, gathers field feedback, and improves playbooks and readiness standards over time.

The position is based in one of the listed locations and follows a schedule of four days in the office and one day remote, Monday through Friday, for 40 hours per week. The stated salary range is $123,000–$159,000 per year, with an opportunity to earn an annual discretionary bonus.

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.
• Demonstrate a strong customer-centric mindset, persistence and resilience in the face of challenges, and a commitment to continuous learning.
• Must be authorized to work in the United States without requiring new employer sponsorship for themselves or their spouses now or in the future.

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 leadership that drives adoption through clarity, structure, and repetition.
• Ability to balance playbook design with real-world execution and readiness discipline.
• Ability to connect experience, training, and the 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 to prepare field teams for new formats, processes, and expectations.
• Synthesize communications across functions into a clear narrative for the field 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 to support 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 each location is set up for Day 1 success.
• Support adoption of new roles, processes, and customer engagement approaches.
• Monitor early adoption and execution quality after launch and identify where reinforcement is needed.
• Gather feedback from field teams 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 and paternity leave.
• Flexible work arrangements.
• Education reimbursement.
• Wellness programs.
• Paid time off policy exceeding mandatory paid sick or paid time-away requirements 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