Transformation Principal

Transformation Principal - Transformation Delivery & Continuous Improvement 

Role Overview 

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

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.

What We Do

As one of the oldest and largest financial services firms in the United States with a history dating back to 1828 we’re committed to providing solutions and expertise that support our customers clients colleagues and communities in what’s next on their own unique journey. We invest in the humans who build the logic ideas and innovations that bring new technologies to life. Investments in AI cloud computing machine learning and automation provide our engineers the tools that enable us to remain competitive and win in today’s environment. At Citizens we recognize that the journey to accomplishment is no longer linear and that individuals are made of all they have done and all they are going to do. Whether you’re considering banking with us or looking to work with us you’ll find a customer-centric culture and a supportive collaborative workforce at Citizens. You’re made ready and so are we. If you're ready to advance your career in technology and security learn more about opportunity's Citizens offers here: https://jobs.citizensbank.com/digital-transformation

Why Work With Us

We empower the colleagues that power our tech. With growth & upskilling opportunities and sought-after benefits plus a diverse culture of people and perspectives we help our colleagues achieve career goals. Because innovation can’t happen without the minds and hearts of our people. Technology is constantly evolving and we believe you can too.

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