Description

The Head of Web Experience leads Citizens' public web ecosystem and is accountable for the strategy, governance, operating model, and performance of the bank's customer-facing web experiences.

This role oversees the teams responsible for web strategy, digital experience, content management, and production. The leader ensures that Citizens' web experiences are useful, discoverable, measurable, accessible, compliant, and able to evolve with changing customer behavior and technology.

As discovery expands beyond traditional search into AI-driven experiences and third-party platforms, this leader defines how Citizens delivers information for both people and machines. The role works closely with Marketing, Technology, Product, Risk, Legal, Compliance, Brand, and Experience Design to balance long-term transformation with reliable day-to-day operations.

Primary Responsibilities

• Lead the Web Experience function, including Web Strategy, Digital Experience, and Production.

• Establish the vision, priorities, roadmap, and operating model for Citizens' public web ecosystem.

• Define how web experiences are structured, governed, measured, delivered, and improved across customer journeys and lines of business.

• Sponsor structured-content and content-architecture initiatives that improve consistency, reuse, scalability, and machine readability.

• Ensure Citizens' web content and experiences are prepared for AI-mediated discovery through clear information structures, consistent content standards, and reliable underlying data.

• Establish governance and quality controls that keep web experiences accurate, accessible, compliant, secure, and aligned with Citizens' brand and design standards.

• Lead prioritization and tradeoff decisions across customer needs, business demand, regulatory requirements, operational work, site health, and modernization efforts.

• Partner with Technology and Engineering on CMS modernization, content-model development, component evolution, dynamic content, and future platform capabilities.

• Use analytics, customer behavior, market changes, and business performance to set priorities and explain web performance to senior leaders.

• Create clear ownership, decision rights, intake processes, and working relationships across the teams involved in delivering web experiences.

• Build and develop leadership talent across the Web Experience organization.

• Represent the public web channel in enterprise planning, transformation programs, and cross-functional leadership discussions.

Required Skills and Experience

• 10 or more years of experience in digital experience, web strategy, content strategy, digital product management, or a related discipline within a large or complex organization.

• Five or more years of experience leading managers, multidisciplinary teams, or large enterprise programs.

• Demonstrated experience setting enterprise web or digital-experience strategy and translating that strategy into priorities, roadmaps, team structures, and measurable work.

• Strong knowledge of web strategy, customer journeys, content governance, digital analytics, experimentation, publishing operations, and experience optimization.

• Experience establishing operating models that connect strategic direction, content structure, experience design, technology, and delivery.

• Experience guiding major change while maintaining the continuity, accuracy, and reliability of an active digital channel.

• Strong judgment when balancing customer needs, business goals, regulatory risk, technical constraints, and operational capacity.

• Demonstrated ability to influence senior leaders and partners across Marketing, Technology, Product, Risk, Legal, Compliance, Brand, and Design.

• Strong written and verbal communication skills, including the ability to explain complex digital issues clearly to executive audiences.

Preferred Skills and Experience

• Experience developing digital strategies for AI-mediated discovery, LLM visibility, structured content, and machine-readable experiences.

• Familiarity with headless or modern CMS platforms, content modeling, content architecture, metadata, taxonomy, and enterprise design systems.

• Experience leading CMS modernization, content migration, dynamic-content programs, or component-library development.

• Experience redesigning organizations, team responsibilities, governance models, or digital delivery processes.

• Experience with web analytics, search performance, conversion-rate optimization, experimentation programs, and digital measurement.

• Experience working in a regulated or highly controlled environment.

• Financial services or banking experience. 

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: M-F 8-5  4 days in the Westwood MA office 1 day remote. 

Pay Transparency 

The salary range for this position is $x - $y per year/per hour (select one), 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.