Distribution Transformation Change Enablement

Description

The Head of Change Management is accountable for ensuring that Citizens’ distribution transformation is adopted, sustained, and owned by the people who live it every day. This role leads modern, human‑centered change, moving beyond traditional rollout models to embed new ways of working through co‑creation, leadership activation, capability building, and continuous learning.

Anchored in the Evolve & Integrate Distribution (E&ID) agenda, this leader integrates change across Operating Model & Roles, Experience & Culture, and Talent Enablement, ensuring that new designs translate into real, observable shifts in behavior, routines, and decision‑making across the branch‑centric ecosystem.This individual will also help the internal team evolve ways of working to improve timeliness, quality, and adopt new capabilities and technologies.

Change is not treated as something “done to” the organization, nor as a one‑time program milestone. Instead, it is built with the business, informed by real execution experience, reinforced through leadership and systems, and sustained over time.

As part of this mandate, the role serves as Citizens’ local expert in test‑and‑learn change, including the use of micro‑testing and pilots to validate and refine new ways of working before scale, ensuring confidence, feasibility, and buy‑in while avoiding premature or theoretical rollouts.

The Core Accountability of this role is to ensure transformation translates into durable behavior change by:

• Integrating change across operating model, roles, culture, and talent systems
• Enabling co‑creation with those most impacted
• Activating leaders as owners of change, not messengers
• Using real‑world learning to adapt and strengthen change over time

Primary responsibilities include

• Change Strategy & Cross‑Pillar Integration
• Serve as Distributions authority for change integration across all E&ID workstreams.
• Translate future‑state designs into coordinated, people‑centered change strategies spanning culture, roles, routines, skills, performance, and incentives.
• Ensure change is treated as a system of behaviors and reinforcements, not a set of discrete activities.
• Co‑Creation & Field Partnership
• Design and lead structured co‑creation mechanisms (e.g., branch engagement, leader working sessions, pilots, feedback loops).
• Ensure frontline and leader input meaningfully shapes design, sequencing, and activation decisions.

• Build trust and ownership by demonstrating that feedback directly influences outcomes.

  Leadership Activation & Ownership

• Partner with senior leaders to translate strategy into clear leadership expectations and behaviors.
• Equip leaders to act as change owners, embedding new ways of working into coaching, routines, and decision‑making.

• Reinforce leader accountability for adoption, not just communication.

  Test‑and‑Learn & Micro‑Testing

• Serve as Consumer’s local expert on test‑and‑learn change, including the thoughtful application of micro‑testing and pilots.
• Ensure new ways of working are tested in real environments, with clear hypotheses, success measures, and learning objectives.
• Synthesize insights from tests to refine designs, sequencing, and enablement before scale.

• Balance learning and pace, using evidence to accelerate what works and adjust what doesn’t.

  Adoption, Behavior Change & Sustainability

• Shift focus from awareness to observable behavior change and sustained adoption.
• Identify readiness gaps, resistance patterns, and friction points early using qualitative and quantitative signals.

• Partner with Operating Model and Talent leaders to adjust routines, incentives, and enablement so the new way becomes the default way.

  Continuous Sensing & Iteration

• Establish continuous listening and sensing loops to understand how change is landing in practice.
• Treat scaling as iterative, refining based on real execution, not static plans.

• Institutionalize learning from experience as a core change capability.

  Transition to Business‑as‑Usual

• Ensure successful transitions from program governance to clear business ownership.
• Define sustainment guardrails so changes endure beyond formal transformation phases.

• Build internal change capability that reduces reliance on central teams over time.

  How This Role Is Intentionally Different

• This role moves beyond legacy change approaches such as:
• One‑time rollouts
• Cascade communications
• Static training plans
• Change as a standalone workstream
• Instead, it emphasizes:
• Co‑creation over cascade
• Leadership ownership over central execution
• Behavior change over awareness

• Learning and adaptation alongside standardization

  Success Measures

• Leaders and colleagues understand, believe in, and reinforce new ways of working.
• New operating models and routines are adopted in practice, not just endorsed.
• Field input is visibly reflected in final designs.
• Adoption risks are addressed through design and enablement—not messaging.
• Change persists and evolves without heavy central oversight.

Qualifications, Education, Certifications and/or Other Professional Credentials

Experience

• 15+ years leading enterprise‑scale change, transformation, or organizational effectiveness.
• Proven success driving behavioral and cultural change, not just structural change.

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

  Capabilities

• Deep expertise in modern change practices, including co‑creation, leadership activation, and adoption science.
• Strong systems thinker who connects operating model, culture, talent, and incentives.
• Ability to balance rigor with empathy - data‑informed and human‑centered.
• Executive presence with the ability to influence without authority.
• Comfort operating in ambiguity and learning through execution.

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 $123,000-$161,000 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the 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 .

Citizens will not sponsor an applicant for a work visa, such as an H-1B, for this position.

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.