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As the Vice President, Customer Experience Segments you will lead a team of experience professionals in driving near term and long term customer experience improvements for Citizens customers.  You will lead a team in taking a customer-centric approach towards taking action – leveraging deep consumer insights and translating them into actions.  Your team will synthesize inputs from primary research, secondary research, operational data, customer issues/complaints and social media to create objective roadmaps.  The team will provide deep segment specific expertise in delivering a coordinated roadmap of segment specific experience improvements to drive increasingly simplified and personalized experiences.

Primary responsibilities include:

• Understanding the customer – based on deep understandings of specific customer segments
• Building end-to-end views into key pain points and moments of truth for customers
• Ensuring that brand-proof crafted into experiences for each segment
• Identifying key cross segment, enterprise opportunities for experience improvements
• Lead the organization in taking customer issues and complaints and converting them into action.
• Partner with teams throughout the organization to drive customer-centric improvements

You will leverage your expertise and experience in cross-functional leadership in guiding your team towards driving rapid improvements to the Citizens experience – creating a simple experience that brings the brand to life.