Strategy Sr Director

Citizens•Boston, MA

11h•$251,000 - $316,000

About The Position

Evolve & Integrate Distribution (E&ID) is a long-term, customer-centric growth strategy designed to accelerate durable market share gains by repositioning consumer distribution to win deposits, deepen advice-led relationships, and expand relevance in priority markets. At its core, E&ID represents a deliberate pivot—from historical optimization for efficiency and transactions toward a future focused on sustainable growth, customer advocacy, and relationship depth. This strategy integrates two inseparable levers: Distribution Network – optimizing branch density, formats, staffing models, and brand presence by market context; and Distribution Ecosystem – transforming how work gets done across people, roles, workflows, tools, routines, and data, so frontline judgment and advice can scale. Together, these efforts reposition Consumer Distribution as a growth engine, not simply a footprint. The Head of Distribution Ecosystem Transformation is a senior enterprise leader accountable for leading the Ecosystem workstream of Evolve & Integrate Distribution. This role owns the transformation of how work gets done across the consumer distribution channel—integrating physical, digital, human, and AI capabilities into a coherent, advice led operating ecosystem. The objective is to equip and empower colleagues to build deeper relationships, exercise sound judgment at scale, and deliver consistent customer advocacy supported by data driven insights and technology enabled tools. This role exists to ensure that an ambitious strategy translates into a real, executable model—one that reflects frontline realities, workforce implications, and operating constraints, and that is delivered through disciplined execution rather than fragmented initiatives. Serving as the connective tissue across business, network design, operations, HR, digital, data/AI, and change enablement, this leader brings clarity, integration, and momentum to one of the most complex transformations in the Consumer Bank.

Requirements

Deep experience leading largescale, frontline heavy enterprise transformations, with a strong track record integrating strategy, workforce design, operating model, and change delivery.
Strategic clarity with execution discipline
Credible with senior executives and field leaders alike
Experience operating at the intersection of distribution, workforce transformation, and technology enabled execution is critical.

Nice To Haves

Comfort operating in ambiguity
Ability to balance strategic ambition with practical execution realities, particularly branch economics, workforce capacity, adoption risk, and channel interdependencies.

Responsibilities

Designing and delivering an integrated people and operating model spanning roles, skills, capacity, job architecture, workflows, onboarding, coaching, and performance management
Ensuring workforce design is explicitly tied to growth strategy, advice models, and market context, not layered on after the fact
Elevating ecosystem readiness as a critical enabler of advisory growth and deposit capture
Shaping an ecosystem where technology and AI augment human judgment rather than bypass it
Ensuring AI is thoughtfully embedded into roles and workflows in ways that increase capacity, surface insights, remove low value work, and preserve trust and discretion at the point of customer engagement
Driving consistency and adoption across markets while respecting where judgment matters most in the field
Designing and leading a test and learn, multi pilot approach to change; co creating roles, workflows, and tools with frontline and field leaders
Ensuring change is built with the field, not designed centrally and rolled out
Building credibility, confidence, and belief through early wins, iteration, and disciplined scaling
Translating executive direction into a coherent, executable ecosystem design across E&ID pillars
Identifying and resolving tradeoffs, dependencies, and sequencing decisions that affect scalability, speed, and adoption
Surface and actively manage execution risk associated with capacity, skills, operating rhythm, and change fatigue