Head of Servicing Transformation

Description

The Servicing Transformation Lead simplifies and modernizes customer servicing journeys across Citizens as part of the bank’s ambitious Reimagine the Bank agenda —spanning digital, contact center, and branch channels. This role owns the discovery, design, and delivery of servicing improvements that reduce customer effort, eliminate manual work, and enable straight through processing (including via Cizi). Delivery is iterative and value driven, balancing near term improvements on legacy platforms with a clear path to future state servicing and agent capabilities.

Key Responsibilities

• Own End to End Servicing Journeys
  Identify, prioritize, and redesign servicing journeys, including address changes, contact details, complaints, loan payoffs, and other high frequency needs.
• Define a clear end to end definition of “done”: a customer or colleague submits a request in any channel and it completes across all applicable products with minimal latency and rework.
• Build and maintain a servicing journey inventory recognizing things will continue to evolve.
• Own end to end change delivery for servicing transformation, including overseeing cross functional pods responsible for journey design, development, testing, and rollout; operate using agile delivery principles; manage investment and capacity trade offs; and ensure disciplined execution and accountability for achieving committed OKRs, value outcomes, risk standards, and roadmap commitments.

2. Journey Discovery & Decomposition

• Partner with business and operations leaders (Contact Center, Collections, Adjustments, Branch Ops) to surface the highest pain, highest impact servicing problems.
  • Decompose journeys to determine:
    • Whether the work should continue to exist
    • Policy or control changes required to simplify
    • Opportunities for AI, automation, and straight through processing
    • The right near term vs. future state solution approach

3. Cizi (digital assistant) Enablement & Straight Through Processing

• Establish Cizi as a primary customer and colleague interface for E2E servicing:
  • Customers initiate requests digitally through conversational AI interface
  • Colleagues initiate requests digitally through conversational AI interface and execute requests via Cizi
  • Requests flow straight through to downstream systems without re entry
  • Advance a future state where customers and colleagues rely on Cizi for the majority of servicing interactions.

4. Contact Center & AI Enabled Servicing Transformation

• Partner with Contact Center leadership to reduce call volume and after call work through improved E2E servicing.
• Transform the complaints journey by eliminating manual intake, leveraging call transcripts and voice analytics, auto populating records, and accelerating resolution times.
• Establish human in the loop oversight for AI enabled processes, including monitoring, exceptions, and quality control.

5. Capacity, Workforce, and Change Implications

• Quantify how servicing simplification reduces effort and creates capacity opportunities in operations and contact centers.
• Partner with People, Ops, and Transformation teams to translate efficiencies into role evolution, skill needs, and change readiness, ensuring colleagues are equipped for new ways of working.

Key Deliverables

• Prioritized E2E servicing journey roadmap
• Clear future state servicing vision with interim milestones
• Journey level designs and value cases
• Reduced manual effort and cycle times
• Improved customer experience across servicing channels

Critical Capabilities & Experience

• Enterprise Change Leadership & Strategic Execution – Lead large scale, cross functional transformation; translate strategy into measurable outcomes while balancing near  and long term priorities.
• Operational Excellence, Agility & Resource Management – Deep grounding in servicing and contact center environments; expertise in process optimization, capacity creation, and adaptive execution in ambiguity.
• Customer Centric Innovation with Risk Discipline – Apply AI, automation, and innovative solutions in regulated contexts using strong critical thinking and risk judgment.
• Advanced Cross Functional Collaboration & Influence – Orchestrate collaboration across Product, Technology, Operations, Risk, HR, and business leaders to drive aligned enterprise outcomes.

Success Measures

• Reduced customer effort and servicing cycle times
• Measurable decreases in manual work and call volume
• Adoption of Cizi as a core servicing execution tool
• Consistent value delivery through iterative releases
• Positive colleague experience as servicing work is simplified
  

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.