Head of Servicing Transformation

Job description

The Servicing Transformation Lead simplifies and modernizes customer servicing journeys 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. Key Responsibilities: Identify, prioritize, and redesign servicing journeys, including address changes, contact details, complaints, loan payoffs, and other high frequency needs. 2. Journey Discovery & Decomposition 3. Cizi (digital assistant) Enablement & Straight Through Processing 4. Contact Center & AI Enabled Servicing Transformation 5. Capacity, Workforce, and Change Implications - Own End to End Servicing Journeys - Define a clear end to end definition of “done”: a customer or colleague submits a request in any channel and it completes across all applicable products with minimal latency and rework. - Build and mainta...