Branch Transformation - Change Management Lead

Description

Are you a change leader looking to shape the future of retail banking as we reimagine our distribution model and introduce new ways of working across our branch-centric ecosystem? The external landscape, coupled with Citizens' aggressive transformation agenda, requires leaders who can shape culture, differentiate Citizens in the market, and drive the behavioral shifts needed to deliver business outcomes in the field.

Description

The Change Management Lead will ensure colleagues across Citizens' distribution network transition smoothly and effectively through key retail transformation initiatives tied to the Evolve & Integrate Distribution (E&ID) agenda. Partnering with project teams, business leads, and field adoption networks, this role provides change management expertise — ensuring project objectives and stakeholder impacts are well understood, and that new operating models, roles, routines, and capabilities are adopted and sustained in practice. The Change Lead will develop and execute strategies that move beyond awareness to observable behavior change, embedding new ways of working across the branch ecosystem through co-creation, leadership activation, and test-and-learn approaches.

Primary responsibilities include:

• Develop and implement change management strategies and plans rooted in a deep understanding of retail transformation objectives and unique field/stakeholder impacts.

• Translate future-state distribution designs into coordinated, people-centered change plans spanning roles, routines, skills, performance, and incentives.

• Design and lead structured co-creation mechanisms (e.g., branch engagement, leader working sessions, pilots, feedback loops) so frontline and leader input meaningfully shapes design and activation decisions.

• Partner with senior leaders to translate strategy into clear leadership expectations and behaviors, equipping them to act as owners of change — not just messengers.

• Apply test-and-learn approaches, including micro-testing and pilots, to validate new ways of working in real branch environments before scaling.

• Partner with the Analytics team to produce core change KPIs, assess adoption rates and proficiencies, and adjust strategy as needed.

• Act as an advocate for the colleague and customer journey within the project team, ensuring the voice of the field is heard throughout the project lifecycle.

• Establish continuous listening and sensing loops to understand how change is landing in branches and iterate based on real execution.

• Engage senior leadership, managers, and the field change network to ensure their active sponsorship of retail transformation initiatives.

• Ensure successful transitions from program governance to business-as-usual ownership, with sustainment guardrails that allow changes to endure beyond formal transformation phases.

Qualifications

• 8+ years of change management, change measurement, and transformation experience with proven experience supporting large-scale transformations.

• 6 years of platform or operating model change management experience, ideally within retail banking, distribution, or other branch/field-based environments.

• 4 years of adoption and behavioral experiment experience (test-and-learn, pilots, micro-testing).

• Proven success driving behavioral and cultural change — not just structural change.

• Experience in complex, regulated, people-intensive environments strongly preferred.

• Ability to manage ambiguity and adapt to dynamic environments.

• Strong interpersonal and influencing skills; able to influence without authority.

• Outstanding written, visual, and oral communication skills.

To thrive as a colleague at Citizens, candidates must demonstrate a strong customer-centric mindset, exhibit persistence and resilience in the face of challenges, and embrace continuous learning to adapt and grow in a dynamic environment.

Hours and Work Schedule: (4 days in office, 1 day remote)

Hours per Week: 40

Work Schedule: Monday-Friday

Pay Transparency

The salary range for this position is $128,000-$168,000 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the budget, work location, and relevant skills and experience.

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits

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Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.