Transformation Principal

Citizens•Johnston, RI

18h

About The Position

The Transformation, Delivery & Continuous Improvement Team delivers new capabilities and identifies, leads, and implements continuous improvement opportunities across the Consumer Contact Center and broader Citizens Bank organization. We drive meaningful, measurable change through enterprise-level transformation initiatives and through Ignite — our colleague-led suggestion and process improvement program. The Transformation Principal is a senior-level expert responsible for leading the most complex, high-impact transformational initiatives across the Consumer Contact Center and broader enterprise. This role operates with significant autonomy and influence, owning end-to-end delivery of large, ambitious initiatives that span multiple processes, systems, and stakeholder groups, and that deliver substantial business value and improved customer and colleague experiences.

Requirements

Bachelor’s degree in Business, Science, Engineering, or related discipline (Master’s preferred).
7+ years of experience in transformation, process improvement, or operational excellence, ideally within financial services or contact center environments.
Demonstrated ability to lead enterprise-scale initiatives and influence senior, cross-functional stakeholders.
Proven track record of delivering measurable, sustained business outcomes.

Responsibilities

Demonstrates deep expertise in one or more continuous improvement or transformation frameworks (e.g., Lean Six Sigma, DMAIC, Agile, Operational Excellence).
Independently applies advanced tools and techniques to diagnose complex problems, design future-state solutions, and drive sustainable change.
Serves as a thought leader by sharing best practices and coaching others through complex improvement efforts.
Leads delivery of substantial, quantifiable business value through large-scale transformation and complex improvement initiatives.
Owns opportunity identification, sizing, prioritization, and end-to-end delivery for high-impact work.
Ensures improvements are fully implemented, measured, and sustained over time.
Leads complex, enterprise-level initiatives with minimal oversight, often spanning multiple functions, systems, or lines of business.
Establishes project structure, governance, delivery plans, and success metrics independently.
Partners with the Ignite Program Lead to identify, lead, and scale complex Ignite-driven initiatives.
Builds and maintains strong, trusted relationships with senior leaders and cross-functional partners.
Uses a range of influencing strategies to align stakeholders, manage resistance, and drive outcomes in highly matrixed environments.
Serves as a credible advisor to business leaders on transformation strategy and execution.
Coaches and develops team members by providing guidance, feedback, and knowledge-sharing.
Models a strong learning culture and continuous improvement mindset across initiatives and partnerships.