Job Description

Transformation Principal - Transformation, Delivery & Continuous Improvement

The Transformation, Delivery & Continuous Improvement Team delivers new capabilities and identifies, leads, and implements continuous improvement opportunities across the Consumer Contact Center and broader Citizens Bank organization. We drive meaningful, measurable change through enterprise-level transformation initiatives and through Ignite — our colleague-led suggestion and process improvement program.

The Transformation Principal is a senior-level expert responsible for leading the most complex, high-impact transformational initiatives across the Consumer Contact Center and broader enterprise. This role operates with significant autonomy and influence, owning end-to-end delivery of large, ambitious initiatives that span multiple processes, systems, and stakeholder groups, and that deliver substantial business value and improved customer and colleague experiences.

Responsibilities

Methodology

• Demonstrates deep expertise in one or more continuous improvement or transformation frameworks (e.g., Lean Six Sigma, DMAIC, Agile, Operational Excellence).
• Independently applies advanced tools and techniques to diagnose complex problems, design future-state solutions, and drive sustainable change.
• Serves as a thought leader by sharing best practices and coaching others through complex improvement efforts.

Value Delivery

• Leads delivery of substantial, quantifiable business value through large-scale transformation and complex improvement initiatives.
• Owns opportunity identification, sizing, prioritization, and end-to-end delivery for high-impact work.
• Ensures improvements are fully implemented, measured, and sustained over time.

Program & Initiative Leadership

• Leads complex, enterprise-level initiatives with minimal oversight, often spanning multiple functions, systems, or lines of business.
• Establishes project structure, governance, delivery plans, and success metrics independently.
• Partners with the Ignite Program Lead to identify, lead, and scale complex Ignite-driven initiatives.

Relationship Management

• Builds and maintains strong, trusted relationships with senior leaders and cross-functional partners.
• Uses a range of influencing strategies to align stakeholders, manage resistance, and drive outcomes in highly matrixed environments.
• Serves as a credible advisor to business leaders on transformation strategy and execution.

Development

• Coaches and develops team members by providing guidance, feedback, and knowledge-sharing.
• Models a strong learning culture and continuous improvement mindset across initiatives and partnerships.

Qualifications

Required:

• Bachelor’s degree in Business, Science, Engineering, or related discipline (Master’s preferred).
• 7+ years of experience in transformation, process improvement, or operational excellence, ideally within financial services or contact center environments.
• Demonstrated ability to lead enterprise-scale initiatives and influence senior, cross-functional stakeholders.
• Proven track record of delivering measurable, sustained business outcomes.

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

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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.