Skip to main content

Operational Excellence Principal

Commercial Banking

Westwood, Massachusetts; Johnston, Rhode Island


The Operational Excellence Team is an enterprise-wide function that spans all aspects of the bank. The team partners with business lines across Citizens to drive end-to-end engagement initiatives that transform processes and improve operating models.

The Operational Excellence Principal will work alongside cross-functional teams to improve business processes that start and end with the customer. During an engagement, the principal leads cross-functional groups through the discovery and diagnosis phases of current state operating models, develops data-driven insights, and recommends solutions. In addition to supporting a variety of process improvement activities, the principal may also lead or support change management efforts to ensure solution implementation and achievement of projected business results. The principal will also lead the development and implementation of measurement systems that provide business lines with operational visibility and monitor the success of process improvements. The principal will bring problem-solving expertise to the Operational Excellence team that will empower them to become a trusted business partner that will help shape the future of Citizens.


  • Methodology: Independently leads cross-functional project teams through all phases of a Lean, Six Sigma or similar process improvement activities (e.g., discover, diagnose, design, implement, measure & improve) across all aspects of an improvement initiative, (e.g., people, process, technology & policy).
  • Program Management & Delivery: Leads the development, scoping and execution of complex engagements that deliver meaningful value and results, realized by business lines. Successfully applies a broad range of reengineering tools, methodologies and frameworks that can deliver tangible results.
  • 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 practice and across other companies and industries. Facilitates workshops to educate and inform colleagues.
  • Development: Coaches, mentors, and develops colleagues within and outside of the Operational Excellence Chapter. Creates and models a learning culture and a continuous improvement mindset; creates high performing teams; empowers colleagues to turn ideas into business results.
  • Portfolio Management: Helps the Operational Excellence Chapter identify & prioritize operational improvement initiatives as they relate to improving the customer & colleague experience and increasing shareholder value.


  • Leadership: 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: 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 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: 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: Passionate about coaching, mentoring, and developing others. You have experience with program, project and team management and have created high performing teams.
  • Data Analysis: Expert, able to coach and instruct others on collecting, analyzing, and synthesizing quantitative data from multiple sources using a variety of tools such as Excel, SQL, Minitab, and Tableau to provide actionable insights.
  • Analytical and Critical Thinking: Expert who can 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: Expert who can 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 who can lead process mapping sessions that document current and future state processes and identify issues and pain points.

Required experience:

  • 5+ years of experience in operational improvement, financial services, banking and/or consulting.
  • Strong problem solving and analytical skills.
  • Excellent communications (oral and written), interpersonal / business partnering, and organizational skills.
  • Depth of knowledge in operational improvement frameworks, methodologies, and toolkits; experience with Lean, Six Sigma, Hammer Reengineering, Change Management and Organizational Design.
  • Ability to link strategy to execution and have experience in taking risks and learning from failures.


  • BS/BA is required (industrial engineering preferred); MA preferred.

Hours and Work Schedule

Hours per week:  40

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

Pay Transparency 

The salary range for this position is $108,000-$150,000 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 very local and state jurisdiction in the United States. For an overview of our benefits, visit

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

At Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. 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 (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), 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.

Equal Employment and Opportunity Employer

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.

Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.


We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more.

View Benefits

Awards We've Received


FORTUNE’s World’s Most Admired Companies


Human Rights Campaign Corporate Equality Index 100 Award


Military Friendly® Employer


Age-Friendly Institute's Certified Age-Friendly Employer


Bloomberg Gender Equality Index, Standout


Dave Thomas Foundation’s Best Adoption-Friendly Workplace


Top Regional Company for Diversity


Forbes America's Best Large Employers


National Organization on Disability's Leading Disability Employer