Senior Analyst, NEXT Operating Model & Roles Program

Citizens • Johnston, RI

10d • $123,000 - $159,000

About The Position

The Senior Analyst is a key individual contributor on Citizens’ NEXT Operating Model & Roles program team, reporting to the Director. The role manages day-to-day integration, planning, analysis, and delivery of operating model and colleague role initiatives. It translates program architecture into executable plans, governance routines, analysis, and executive-ready materials, and owns assigned workstreams from design through adoption.

The role combines program management with hands-on operating model and role design. The Senior Analyst structures complex work, coordinates across functions, identifies risks and dependencies, and produces deliverables that support senior-leader decisions. It requires critical thinking, substantive analysis, constructive challenge of assumptions, sound judgment, and influence through expertise and collaboration—not simply administrative project management.

The Senior Analyst works with business and functional partners to assess current states and develop practical future-state roles, governance, and operating designs. The role also supports implementation planning, readiness, pilots, adoption, measurement, and transition to sustainable business ownership. It operates in a hybrid delivery environment combining Agile execution with milestone-based governance, reporting, and dependency management.

Requirements

• Bachelor’s degree or equivalent experience.
• At least 6 years of professional experience in program delivery, project management, transformation, operating model design, organizational strategy, consulting, business strategy, operations, or a related field.
• Experience delivering complex, cross-functional programs or workstreams involving multiple dependencies and senior stakeholders.
• Demonstrated ability to break complex, long-term deliverables into actionable work, communicate activities and dependencies, and show progress against major milestones.
• Hands-on experience building integrated plans, maintaining RAID logs, supporting governance routines, tracking decisions, and developing executive reporting.
• Experience supporting the design or implementation of operating models, organizational structures, roles, governance models, processes, or ways of working.
• Experience in a hybrid delivery environment combining Agile execution with milestone-based program governance and reporting.
• Strong structured problem-solving and analytical skills, including the ability to synthesize complex information into clear recommendations.
• Ability to create structure and momentum when requirements, responsibilities, or solutions are not fully defined.
• Excellent written and verbal communication skills, including experience developing executive-ready presentations and decision materials.
• Ability to influence and coordinate partners without formal authority.
• Strong facilitation skills and comfort leading working sessions with diverse stakeholders.
• Advanced proficiency in PowerPoint, Excel, and program planning tools.

Nice To Haves

• Experience in financial services, banking, retail distribution, or another highly regulated industry.
• Consulting experience in operating model design, organizational design, or transformation.
• Familiarity with branch, sales and service roles, advice-led engagement, or distribution transformation.
• Experience with role architecture, staffing models, time studies, workforce planning, or change enablement.
• Experience with readiness assessments, implementation roadmaps, pilots, adoption planning, and value-realization tracking.
• Agile, Scrum, PMP, Prosci, or other relevant project, program, change, or transformation training or certification; preferred but not required.

Responsibilities

• Own assigned workstreams—such as role design, governance and decision rights, workforce impacts, or implementation readiness—from design through adoption.
• Translate program architecture and priorities into detailed workstream plans with deliverables, owners, milestones, dependencies, decision points, and success measures.
• Break complex program deliverables into executable activities that show near-term progress and remain aligned with the broader roadmap.
• Maintain program tools and routines, including integrated workplans, RAID logs, decision logs, action trackers, roadmaps, and dashboards.
• Track roadmap progress, identify workstreams that are off track, misaligned, or at risk, and recommend corrective actions or contingency options.
• Coordinate sequencing and handoffs across workstreams, addressing prerequisites, dependencies, and downstream impacts; constructively challenge timelines or approaches when needed.
• Conduct current-state assessments of roles, processes, organizational structures, handoffs, pain points, and capability gaps.
• Develop draft role charters, accountability frameworks, RACI models, interaction maps, and decision-rights matrices.
• Translate strategic priorities into practical role designs with clear purpose, responsibilities, performance expectations, skills, and enabling requirements.
• Assess the effects of proposed designs on colleagues, customers, leaders, processes, controls, technology, and performance measurement; identify overlaps, gaps, conflicts, dependencies, and unintended consequences.
• Prepare and co-facilitate working sessions that surface tradeoffs and advance practical future-state designs.
• Prepare governance agendas, pre-reads, decision materials, executive updates, decision papers, and presentations; document outcomes, owners, and follow-up actions.
• Track decisions required at each program stage and ensure options, tradeoffs, and recommendations are prepared before governance forums.
• Follow up with workstream contributors and partners on commitments, and escalate material risks and issues to the Director with implications and recommended actions.
• Structure ambiguous questions into hypotheses, analytical approaches, and outputs; synthesize qualitative and quantitative inputs, including time studies, staffing data, colleague feedback, and performance metrics.
• Develop option assessments comparing benefits, risks, costs, dependencies, and implementation considerations; test assumptions and support recommendations with evidence and business understanding.
• Build effective relationships across Distribution, Consumer Bank, Human Resources, Operations, Technology, Digital, Data, Finance, Risk, Compliance, Learning, Communications, and Change.
• Serve as the day-to-day point of contact for workstream partners, understand stakeholder objectives and constraints, raise potential misalignment early, and represent the program in working-level NEXT integration forums as needed.
• Help develop implementation waves, transition plans, readiness criteria, and adoption plans; coordinate pilots, testing, and feedback; capture lessons learned and track readiness-gap mitigation.
• Support handoff of completed work into sustainable business ownership and help establish baseline measures and future-state performance expectations.
• Translate complex program and operating-model information into clear, concise narratives for different audiences, focusing executive communications on outcomes, risks, recommendations, and implications.
• Work independently with sound judgment, create structure and momentum when requirements are unclear, maintain analytical rigor and communication quality, share knowledge and best practices, and remain accountable for deliverables.

Benefits

• Competitive pay and an opportunity to earn an annual discretionary bonus.
• Comprehensive medical, dental, and vision coverage.
• Retirement benefits.
• Maternity and paternity leave.
• Flexible work arrangements.
• Education reimbursement.
• Wellness programs.
• Paid time off exceeding 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