Ignite Program Lead

Description

Ignite Program Lead, Transformation Delivery & Improvement

The Transformation Delivery & Improvement Team delivers new capabilities and identifies, leads, and implements continuous improvement opportunities across the Consumer Contact Center and broader Citizens Bank organization. We drive meaningful change through enterprise projects and through ignite — our colleague-led suggestion and process improvement program.

The Ignite Program Lead is a senior-level expert responsible for leading complex transformation efforts and owning the operational delivery and strategic development of the ignite program. This role serves as the program’s central point of leadership, overseeing intake, governance, evaluation, and execution of ideas that improve customer and colleague experiences.

The Ignite Program Lead possesses a mastery of one or more process improvement frameworks — such as Industrial Engineering, Lean, Six Sigma, or Continuous Improvement — and will use them to drive improvements that deliver measurable business value.  Additionally, the Ignite Program Lead will use their deep knowledge and experience in process improvement to act as a mentor to others on the team, teaching and coaching team members, championing a culture of innovation, experimentation, and continuous learning.

Finally, the Ignite Program Lead brings deep change management and project leadership experience. This includes a strong ability to ‘see’ problems and opportunities within a business process and identify and scope improvements, build stakeholder and senior leader alignment, and develop end-to-end delivery plans — from implementation and communication strategies to success measurement and long-term sustainability.

Responsibilities:

• Methodology:  Deep expertise in one or more continuous improvement frameworks (e.g., Lean Six Sigma, Agile, DMAIC). Is able to leverage tools individually as well as act as a coach or mentor, teaching and guiding others.
• Value Delivery: Leads the delivery of substantial measurable value back to the business through driving implementation of colleague-driven ignite suggestions
• Program Management & Delivery: Leads enterprise-level programs with limited oversight. Establishes structure, governance, and metrics independently.
• Relationship Management: Develops and maintains trusting relationships with key stakeholders using a variety of influencing tactics to foster alignment, transparency, and collaboration. Resolves any conflict or resistance to change to implement solutions in a timely manner.
• Expertise: Stays abreast of the latest trends and best practices within the operational excellence field and across other companies and industries.
• Development: Coaches, mentors, and develops colleagues within and outside of the team. Creates and models a learning culture and a continuous improvement mindset; empowers colleagues to turn ideas into business results.

 Competencies:

• Leadership: You are a self-starter and can challenge the status quo, take risks, envision the future, enable, empower, and motivate others to act and model Citizens’ Success Profile.
• Problem Solving: You are comfortable with ambiguity and can understand complex problems; can identify, analyze, synthesize, and resolve critical business issues; can offer creative insights that result in practical solutions and significant value-add.
• Communication You are a strong communicator and comfortable speaking with and presenting to senior leadership using a variety of tools, strategies, and media that foster transparency, collaboration and most importantly, trust.
• Change Management: You can independently influence others using a variety of tactics. You can develop and maintain relationships that are comfortable facing adversity and addressing conflict. You can empower others to turn ideas into business results by utilizing standard programs and project management tools.
• Development: You are passionate about coaching, mentoring, and developing others. You have experience with program, project and team management and have created high performing teams.
• Data Analysis: You are an expert, able to coach and instruct others on collecting, analyzing, and synthesizing quantitative data from multiple sources using a variety of tools.
• Analytical and Critical Thinking: You are an expert who is able to coach and instruct others to gather, translate, and synthesize information to understand business problems and offer creative insights that result in value-add practical solutions.
• Measurement Systems: You are an expert who is able to coach and instruct others to identify, establish, and standardize success metrics to visualize and validate improvement initiatives. You ensure sustainability of improvements by documenting and delivering training materials to business partners.
• Facilitation: Expert facilitator able to lead senior stakeholder sessions, governance forums, and innovation workshops.

Qualifications

Required:

• Bachelor’s Degree (Industrial Engineering preferred), Business, or related discipline (Master’s preferred).
• 7+ years of experience in process improvement, transformation, or operational excellence, ideally within a service-oriented or contact center environment.
• Demonstrated ability to lead enterprise programs, influence cross-functional stakeholders, and deliver quantifiable outcomes.
• Advanced proficiency in continuous improvement methodologies and program delivery.
• Strong communication, collaboration and influencing skills.

Preferred:

• Certifications such as Lean Six Sigma Black Belt, PMP, or Agile Scrum Master.
• Experience managing idea/suggestion systems or continuous improvement programs at scale.

Hours and Work Schedule

Hours per week:  40

Work Schedule:  8:30am - 5:00pm, Monday- Friday

Position is based out of Johnston, RI or Pittsburgh, PA, hybrid onsite 4 days/week.

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.