Data & Analytics

Data-driven decisions and advancements in AI/ML have the power to unlock opportunity, enhance our experiences, and propel efficiencies. We're revolutionizing the way colleagues access and understand data, building a nimble and modern ecosystem of tools to widen the aperture for change, and deliver value to our customers. If you embrace a 'test and learn' mentality, are craving a culture that invests in its community of users, and want to be part of influencing enterprise-wide change, your next role is waiting for you.

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Innovation never stops

We're changing behaviors, mindsets, and the idea of what's possible with the power of data and analytics.

ARTIFICIAL INTELLIGENCE & MACHINE LEARNING: We're creating leading-edge applications for document intelligence, natural language processing, and other AI/ML techniques. Applications have already been delivered across the customer lifecycle within areas such as lead generation, chat bot development, fraud prevention, collections modeling, and expedited underwriting.
CLOUD ENABLEMENT: We're leading the way in banking with a cloud-based infrastructure, paving the way for more analytic opportunities with our connected data sets.
DATA MARKETPLACE: Assembling and consuming data happens in minutes. Sitting atop business intelligence tools, our self-service marketplace makes data accessible in and outside of the department, with a singular data set in a common model.
GENERATIVE AI: Suggestions from colleagues are vetted, with viable ideas presented to our in-house GenAI council. Built from scratch, contact center colleagues now use Sage, our GenAI knowledge management tool, for customer questions, decreasing call resolution time and increasing customer and colleague satisfaction.

"For us to be effective for customers, you need the right tech tools, investments in data, technologies and platforms. The glue that holds everything together is the ingenuity and curiosity of the people doing the work. It’s about how those data-smart people engage with the technology, data and the assets. We have people who are curious, and orientated around personalized decision-making, and they have empathy for the customer. Pair that with making the tools super easy to use, and you’re able to get good scale."

Krish Swamy, Chief Data & Analytics Officer

A trifecta of talent

Our ecosystem of talent spans everything from infrastructure expertise, to product builds led and backed by data, to machine learning and statistical inference, to predictive and attribution modeling. We've reimagined where our colleagues exist throughout the company to strengthen our operating model and maximize outcomes for customers.

Users sit within a business line and help provide analyses to influence our company strategy, and contributing to decision making. (example role: Business Insights Analysts)
Builders are responsible for creating reusable data assets, including reports, models, and curated data products. They ensure these assets are built using the right tools and platforms. (example roles: Sr. Business Analysts, Data Analysts, Data Science Managers, Principal Data Scientists)
Enablers are charged with leading platforms, data governance, and data architecture. (example roles: Data Engineers, Data Architects, Sr. Machine Learning Operations Engineers, Data & Analytics Enablement Analysts).

As a candidate, our investment in newer technology really stood out. I'm working with the AI data scientists. Our functional teams have to collaborate to make sure we're creating tools that are going to be responsibly developed within our risk appetite, but also fit for purpose. Being close to AI solutions and the experimentation phase is fascinating, and to continuously learn from their perspective is refreshing.

Alison T., Experience Owner - GenAI Platform Team, VP

Committed to a culture of learning

Citizens Academies support the continuous learning of our colleagues. Our Data & Analytics Academy helps to upskill or dig deeper on topics like data visualization, data modeling, and differentiated insights.

Over 1,000 colleagues are building skills with exclusive access to DataCamp's extensive library of learning content, earning badges and exploring areas like prompt engineering, predictive analytics, programming in SQL and Python, and more.

See how we support learning at Citizens

I learned of our DataCamp partnership through a post on our internal company website. I'm learning the basics of Python as I pursue a degree in business economics outside of my role as a Teller. With DataCamp, I'm realizing the willingness to learn a new skill, like a coding language, opens doors. My manager's supportive of my upskilling, and it could potentially lead to a role in data & analytics that wasn't previously on my radar. - Justin W., Citizens Teller

Evolving skillsets for the future of data

We've built a new operating model and identified key skills and roles needed now - and in the future. Our colleagues are at their best when:

Curiosity is their co-pilot, with a willingness to learn and ask questions.
Problem-solving takes center-stage, informed by collaboration and varied perspectives.
Data-driven decision making is evident in all we do.

Connecting the community

We know magic happens when data and analytics professionals and enthusiasts unite. There's no shortage of ways to experience our community at work:

DataPulse is our proprietary, annual conference open to all colleagues.
Our monthly Data and Analytics Exchange Lab supports technical and professional development and networking.
Our Transforming Data & Analytics Spotlight Series occurs every 6 weeks to showcase and discuss select use-cases from across the enterprise that demonstrate the value of data and analytics through real business problems and solutions.

In my role, I review a lot of transaction data for debit cards. If there's a spike or something goes in an unexpected direction, the question of 'what caused this to happen?' comes up. Really understanding the business line that you're supporting, and knowing what the people you're interacting with care about, is critical. The more familiar you are with the data and with what the business is trying to do, the more insight you can provide.

– Sean M. Pricing Profitability Manager, VP

The work I do feels valuable in many ways - it can impact our customers' lives, while impacting business profitability. I'm currently working on a project to give credit line increases to our credit card customers. I'm coding in SQL to pull data, then coding in Python to filter the data. We're left with the target consumers who will provide us the largest lift in profitability with the lowest risk. The results are showing promising early results over the control group.

– Vicky C. Sr. Data Scientist, AVP

Join us on our journey to transform the future of data and analytics.