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Customer Experience Change Director

Location Dedham, Massachusetts Req. Number200628 Category IT, Management, Corporate Full/Part Time F Shift 1st Shift


Do you put the customer at the center of everything you do?  As the Vice President, Customer Experience Change, you will look across the organization to help others adopt customer-centric behaviors throughout the organization.  Your role involves creating and maintaining a culture in which delivering a great customer experience is embedded throughout Citizens. 

Primary responsibilities include: 

  • Applying a structured change management process and plan to drive customer empathy throughout the organization.

  • Assess and improve customer experience rewards and recognition programs

  • Improve alignment of functional goals and scorecards with customer experience objectives.

  • Assist in the creation of customer experience training and improve the alignment of hiring and recruiting practices with customer experience principles.

  • Increase adoption of customer experience standards within teams designing and implementing new products and experiences.

  • Partner with external and internal communications teams to support design, development, delivery and management of customer experience communications.

  • Create and manage delivery of enterprise customer experience scorecards.

Your focus on developing a plan to fully understand and drive the organization to higher levels of maturity and adoption of customer centric business processes and behaviors will enable Citizens to truly bring the brand to life – creating deeper relationships with those that we serve.


Required Skills/Experience: 

  • 10+ years experience in change management, employee communications, or customer experience

  • Previous experience in large multi-functional project teams.

  • Prior experience managing cross functional teams in a matrix environment.

  • Experience delivering change in an agile environment.

Preferred Skills/Experience: 

  • Strong leadership and teamwork skills, with demonstrated ability to influence, negotiate and collaborate to achieve consensus among many stakeholders of differing perspectives.

  • Demonstrated ability partner with people at all levels of the company and work with several internal and external agencies.

  • Self motivated and independent.

  • Strong written and visual communications skills.

  • Ability to clearly communicate vision and create engagement and understanding.

Education, Certifications and/or Other Professional Credentials: 

  • Bachelor’s degree in communications, organizational/behavioral psychology or related field required.

  • Masters degree in related field preferred

Hours & Work Schedule 

Hours per Week: 40

Work Schedule: M - F


Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.

Equal Employment Opportunity

It is the policy of Citizens Bank to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

Equal Employment and Opportunity Employer/Disabled/Veteran

Citizens Bank is a brand name of Citizens Bank, N.A. and each of its respective subsidiaries.