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Company Name Citizens Bank
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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.

Required Skills/Experience:

  • 15+ years total business experience with 5-10 years of marketing operations or digital experience.
  • Prior experience in customer segmentation, consumer insights, or customer experience design preferred.

Preferred Skills/Experience:

  • Strong leadership and teamwork skills, with demonstrated ability to influence, negotiate and collaborate to achieve consensus among many stakeholders of differing perspectives.
  • Strong written and visual communications skills.
  • Ability to clearly communicate vision and create engagement and understanding.

Education, Certifications and/or Other Professional Credentials:

  • Bachelor’s degree in a related field required.
  • Masters degree required

Hours & Work Schedule:

Hours per Week: 40

Work Schedule: M - F



Division Marketing & Communications
Internal Reference Code/Reference No. 193641
Location Name United States
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