Office of the Customer Quality & Operations Execution Lead

Description

The Office of the Customer (OOC) at Citizens is a critical function responsible for managing complex customer complaints, ensuring regulatory compliance, and driving continuous improvement in customer experience outcomes.

As Citizens’ advances toward a centralized customer experience governance model, the Office of the Customer Quality & Operations Execution Lead will serve as a key individual contributor responsible for leading execution, driving strategic initiatives, and influencing improvements across OOC quality assurance, operations, and customer experience disciplines.

This role operates as a senior subject matter expert and thought partner, helping to shape the future-state operating model by advancing data-driven insights, strengthening governance, and delivering scalable process improvements that reduce customer friction and enhance service outcomes.

Primary Responsibilities

Enterprise Quality & Compliance Leadership

• Lead execution and evolution of the OOC Quality Assurance (QA) program, driving consistency, accuracy, and alignment with complaint handling policies and regulatory expectation
• Translate QA results into actionable insights that inform coaching strategies, performance improvements, and risk mitigation efforts
• Support development of enhanced performance frameworks that extend beyond QA scoring to incorporate customer outcomes, operational metrics, and risk indicators 

Operations & Service Delivery Support

• Support centralized OOC Operations functions, including: 
  • Complaint intake, assignment, and case management processes
  • Regulatory portal monitoring and case tracking
  • Customer communications (mail and e-mail), incoming/outgoing mail and workflow coordination 
• Contribute to development and delivery of training, onboarding, and procedural documentation to ensure colleague readiness
• Identify opportunities to improve efficiency, consistency, and scalability of OOC Operations processes

Data, Reporting & Advanced Analytics

• Own development and delivery of executive-level reporting and insights, including trends in: 
  • OOC Operations performance (including QA, Real-Time Compliance & Operations)
  • Operational efficiency and cycle time improvements
• Leverage dashboards, reporting tools, and emerging technologies (e.g., AI-enabled insights) to proactively identify risks and opportunities
• Influence decision-making through clear, concise, and regulator-defensible insights and narratives

Governance & Centralization Enablement

• Support the continued evolution of the OOC as the centralized governance and oversight authority for complaint handling across Citizens
• Partner with stakeholders to define, implement, and monitor minimum complaint handling standards and control frameworks
• Ensure alignment with internal policies, regulatory requirements, and enterprise risk management expectations

Stakeholder Influence & Strategic Partnership

• Serve as a trusted advisor to OOC Leadership, OOC Operations, Compliance and CDLS.
• Lead or support strategic initiatives and working groups that advance OOC objectives
• Influence cross-functional teams to adopt customer-centric, risk-aware practices and drive alignment with CX priorities

What We’re Looking For:

Required Skills & Competencies

• Strong executive presence with the ability to influence stakeholders across all levels of the organization
• Self-starter and comfortable challenging the status quo and taking risks.
• Advanced analytical and problem-solving skills with the ability to translate complex data into clear insights
• Demonstrated experience leading cross-functional initiatives and driving measurable outcomes
• Strong understanding of customer experience, operational processes, and regulatory/compliance environments
• Ability to operate effectively in a fast-paced, evolving environment with shifting priorities
• Strong written and verbal communication skills, including experience preparing executive-ready presentations.
• High attention to detail with strong risk awareness and control mindset
• Strong attention to detail and work well under pressure to meet deadlines.
• Motivated to learn and tackle new challenges, embracing a continuous improvement mindset.
• Advanced proficiency in Microsoft Office applications (Excel, PowerPoint, Word)

Qualifications, Education, Certifications and/or Other Professional Credentials

• Bachelor’s degree in business administration, Communications, or related field Preferred
• 5+ years of experience in: 
  • Customer experience, quality assurance, operations
  • Process improvement, analytics, or program execution

• Experience working in a regulated environment (financial services preferred)

Hours & Work Schedule

• Hours per Week: 40

• Work Schedule: Monday-Friday, 8:00am - 5:00pm
• Work Model:  Hybrid (4 days in office, 1 day remote)
• Location (Johnston, RI)

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.