Director of Customer Experience – Commercial Banking
Description
As the Director of Customer Experience, you are responsible for creating and maintaining a clear articulation of client expectations and leading programs that effectively monitor and drive change that will continually push Citizen’s customer experience to be best in class. This role is expected to be an influential thought leader that can help partner lines of business understand the ever-changing banking landscape and represent the voice of the client in their plans to evolve.
Primary Responsibilities
- Establish and maintain a consistent structured approach to constantly evaluate and enhance the Commercial Banking customer experience.
- Embed customer centric thinking throughout the Commercial Banking organization behaviors, routines and communications by being a thought leader on behalf of the client.
- Drive consistent customer journey evaluations and evolutions that link to a clear delivery roadmap.
- Lead / coordinate human centered design approach to enable client experience principles in everything we do.
- Be an influential leader to coordinate support across disparate partners to deliver cross functional solutions to client experience goals
Qualifications, Education, Certifications And/or Other Professional Credentials
- 10+ years of experience in customer experience, journey design, service design, or digital/customer strategy roles.
- Commercial Banking Experience required (Middle-Market, Corp Banking, Treasury Services etc.).
- Proven leadership experience managing cross-functional teams (design, process, journey owners, program management).
- Strong expertise in service design, customer journey mapping, process improvement, and data-driven decision making.
- Experience driving enterprise-wide CX initiatives and performance programs (e.g., JD Power, NPS, or similar voice-of-customer frameworks).
- Strong written and verbal communications skills and executive presence.
Education
Bachelor’s degree required; MBA or relevant advanced degree preferred.
Hours and Work Schedule
(4 days in office, 1 day remote) Hours per Week: 40 Work Schedule: Monday-Friday Work Location(s): Boston, MA, New York, NY, Philadelphia, PA, Charlotte, NY
Pay Transparency
The salary range for this position is $216,000-$267,000 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the budget, work location, and relevant skills and experience.
Note
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.
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.
Why Work for Us
At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.
Posting End Date
07/31/2026