Job Description

4 Days in the office from Johnston RI

Role is not relocation eligible.

Business Improvement Consultant

As a Business Improvement Consultant, you will lead initiatives ranging from targeted workflow optimization to enterprise‑wide process and organizational redesign. This role is well suited for a highly skilled, tech‑savvy Business Analyst who is comfortable leveraging modern digital tools, automation platforms, and emerging technologies, including AI‑enabled capabilities, to drive measurable business outcomes.

You will proactively identify, assess, and prioritize opportunities to improve operational efficiency while enhancing both customer and colleague experiences. A core focus of this role is recognizing processes that are strong candidates for redesign, automation, or intelligent augmentation, and partnering with stakeholders to evaluate feasibility, risk, and value. You will act as a strategic bridge between business teams and technology delivery.

Primary Responsibilities

• Lead and manage a large pipeline of automation and process improvement initiatives from discovery through delivery and stabilization.

• Identify opportunities to apply automation, workflow technologies, and AI‑enabled solutions to improve efficiency, scalability, and accuracy.

• Promote a culture of continuous improvement by driving process redesign and holistic automation initiatives with clear business impact.

• Collaborate closely with cross‑functional partners, including Operations, Technology, and Risk, to ensure alignment, transparency, and effective execution.

• Build and maintain strong relationships with senior business and operations leaders, and facilitate collaboration across SMEs, analysts, technical teams, and executive stakeholders.

• Lead requirements gathering, process mapping, and solution design sessions to support automation and technology‑enabled improvements.

• Translate complex business needs into clear, well‑structured documentation such as process flows, business requirements, and user stories.

Required Qualifications

Process Improvement Expertise

• Demonstrated experience with process improvement methodologies such as Lean, Six Sigma, Business Process Management, Theory of Constraints, or similar frameworks.

Technology and Digital Acumen

• Strong understanding of workflow platforms, automation tools, and modern enterprise technologies. Familiarity with AI‑enabled tools, intelligent automation concepts, or emerging technology trends is highly desired.

Financial Services Industry Experience

• Experience within financial services across multiple business domains, such as consumer, commercial, or operations, as well as process areas including payments, credit, loan servicing, or back‑office operations.

Automation Lifecycle Knowledge

• Hands‑on familiarity with the full lifecycle of automation initiatives, from opportunity identification and assessment through design, deployment, and performance monitoring.

Documentation and Requirements Gathering

• Proven ability to create high‑quality process documentation, business requirements, functional specifications, and user stories to support complex improvement initiatives.

Preferred Qualifications

• Previous experience supporting or managing Robotic Process Automation or intelligent workflow initiatives.

• Strong analytical and problem‑solving skills, with the ability to evaluate solution feasibility, risk, and value.

• Excellent communication and organizational skills, with the ability to convey complex concepts clearly and concisely.

• Naturally curious and forward‑thinking, with interest in exploring new tools, AI capabilities, and emerging technologies to solve business problems.

• Ability to collaborate effectively across diverse teams and influence senior leaders.

• Strong delivery and execution skills, including prioritization, risk management, and project planning.

• Familiarity with tools such as JIRA, Visio or Lucid, and Confluence is preferred.

• Experience working in Agile or hybrid delivery environments is a plus.

Hours and Work Schedule

Hours per Week: 40

Work Schedule: Monday through Friday, 8:30 AM to 5:00 PM

Work Location: In office a minimum of four days per week

Pay Transparency

The salary range for this position is $ 93,000 - $ 120,000 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 https://jobs.citizensbank.com/benefits

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. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Equal Employment and Opportunity Employer

Job Applicant Data Privacy Policy

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.