Head of Servicing Transformation

Citizens • Johnston, RI

9h

About The Position

The Servicing Transformation Lead simplifies and modernizes customer servicing
jorneys across Citizens as part of the bank’s ambitious Reimagine the Bank
agenda —spanning digital, contact center, and branch channels. This role owns
the discovery, design, and delivery of servicing improvements that reduce
customer effort, eliminate manual work, and enable straight through processing
(including via Cizi). Delivery is iterative and value driven, balancing near
term improvements on legacy platforms with a clear path to future state
servicing and agent capabilities.

Requirements

• Enterprise Change Leadership & Strategic Execution – Lead large scale, cross functional transformation; translate strategy into measurable outcomes while balancing near  and long term priorities.
• Operational Excellence, Agility & Resource Management – Deep grounding in servicing and contact center environments; expertise in process optimization, capacity creation, and adaptive execution in ambiguity.
• Customer Centric Innovation with Risk Discipline – Apply AI, automation, and innovative solutions in regulated contexts using strong critical thinking and risk judgment.
• Advanced Cross Functional Collaboration & Influence – Orchestrate collaboration across Product, Technology, Operations, Risk, HR, and business leaders to drive aligned enterprise outcomes.

Responsibilities

• Own End to End Servicing Journeys
• Partner with business and operations leaders (Contact Center, Collections, Adjustments, Branch Ops) to surface the highest pain, highest impact servicing problems.
• Establish Cizi as a primary customer and colleague interface for E2E servicing
• Partner with Contact Center leadership to reduce call volume and after call work through improved E2E servicing.
• Quantify how servicing simplification reduces effort and creates capacity opportunities in operations and contact centers.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed