Web Experience Lead

Citizens • Westwood, MA

6h • Hybrid

About The Position

The Web Experience Lead at Citizens manages the public web ecosystem as a trusted, governed, and scalable enterprise platform for discovery, education, and customer decision-making. This leader on the Digital Content & Experience Strategy team is responsible for the web platform strategy, roadmap, prioritization, and operating model, ensuring a high-quality, compliant, accessible, and performant experience across Citizens.com and related properties. Operating within enterprise content, experience, and AI-driven discovery direction set by the SVP, the role translates strategy into execution through strong governance, modernization leadership, and integrated team management.

Requirements

• 7 - 10 years of experience leading digital experience, web platform strategy, and/or enterprise web governance in complex organizations.
• Demonstrated success owning platform strategy and prioritization within a defined domain, including roadmap management, and decision-making under competing demands.
• Strong background in web publishing operations, QA, release governance, and risk discipline, especially in regulated or high-compliance environments.
• Proven ability to lead multi-disciplinary teams and operating rhythms across multiple pillars (strategy, publishing, architecture, operations).
• Strong cross-functional leadership and executive communication skills, with the ability to influence partners across Marketing, Technology, Risk, Legal, and Compliance.

Nice To Haves

• Experience building or operationalizing web experiences optimized for AI/LLM-mediated discovery, including structured content patterns and machine-readable experience design.
• Familiarity with CMS modernization, content model migration, dynamic content programs, and enterprise component library governance.
• Experience improving operational efficiency through standardized workflows, templates/components, and scalable publishing practices.

Responsibilities

• Own the enterprise web platform strategy and multi-year roadmap, defining how Citizens’ website supports discovery, education, trust, and decision-making at scale across lines of business.
• Lead platform-level prioritization and tradeoffs, balancing customer needs, regulatory risk, site health, modernization goals, and enterprise demand.
• Direct execution of web experience priorities by translating enterprise direction into journey-level requirements, page models, and scalable experience patterns.
• Ensure the web ecosystem is AI/LLM-ready for discovery, operationalizing structured experience patterns and machine-readable content standards in partnership with strategy teams.
• Oversee publishing, QA, and release governance, ensuring accuracy, compliance, accessibility, and consistent “right-first-time” delivery.
• Lead site health and operational continuity, including intake/backlog discipline, release readiness, regression prevention, and cross-functional delivery coordination.
• Drive approved platform modernization initiatives (content model evolution, dynamic content migration, CMS optimization) while protecting day-to-day continuity.

Benefits

• competitive pay
• comprehensive medical, dental and vision coverage
• retirement benefits
• maternity/paternity leave
• flexible work arrangements
• education reimbursement
• wellness programs
• paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States
• annual discretionary bonus

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees