Citizens Bank

2 weeks ago

Senior Customer Experience Designer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Shape customer experience strategy for end-to-end journeys by aligning design initiatives to organizational goals. Use data-driven discovery, customer and colleague research, and competitive insights to identify friction, root causes, and improvement opportunities. Partner with executives and cross-functional stakeholders to create north-star visions, customer stories, and agile roadmaps, leveraging service blueprinting to connect frontstage experiences with backstage people, process, policy, and technology.

Location: United States

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Mid level

Key Responsibilities

•Conduct internal and external analyses to understand customer and colleague needs, expectations, and experience friction areas.
•Engage executive leaders with data-driven insights through clear, compelling storytelling.
•Develop north-star visions and “customer stories from the future,” and help build agile roadmaps to achieve them.
•Lead service blueprinting efforts to connect frontstage experiences with backstage people, processes, policy, and technology.
•Lead discovery through gathering and synthesizing customer, colleague, and competitive insights, and conduct research and validation to identify workflow and unmet needs.

Pay and Benefits

Salary: USD 120,000 - 163,000 annually

Perks:Health InsuranceDentalVisionRetirement BenefitsMaternity LeavePaternity LeaveFlexible WorkLearning BudgetWellness StipendPaid Leave

Key Requirements

•Bachelor’s degree required, with a preference for Process Engineering, Visual Design, Design Engineering, or Marketing.
•5+ years of customer experience, user experience, process design or design engineering, and client management.
•Proven experience leading complex service blueprinting or experience design projects.
•Strong oral and written communication skills.
•Ability to influence cross-functional teams and manage multiple large-scale initiatives, using data to identify trends, patterns, and root causes.

Education:Bachelor's in Process Engineering, Visual Design, Design Engineering, or Marketing

Skills:Communicating effectivelyCross-functional collaborationStorytellingProblem-solvingProject management

Company Brief

Citizens Bank

Regional bank offering retail and commercial banking, mortgage lending, wealth management, and payment services to individuals and businesses across the United States.

Industry: Banking

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Providence, United States

Founded: 1828

Website

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Citizens Bank

2 weeks ago

Senior Customer Experience Designer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Mid level

Key Responsibilities

•Conduct internal and external analyses to understand customer and colleague needs, expectations, and experience friction areas.
•Engage executive leaders with data-driven insights through clear, compelling storytelling.
•Develop north-star visions and “customer stories from the future,” and help build agile roadmaps to achieve them.
•Lead service blueprinting efforts to connect frontstage experiences with backstage people, processes, policy, and technology.
•Lead discovery through gathering and synthesizing customer, colleague, and competitive insights, and conduct research and validation to identify workflow and unmet needs.

Pay and Benefits

Salary: USD 120,000 - 163,000 annually

Perks:Health InsuranceDentalVisionRetirement BenefitsMaternity LeavePaternity LeaveFlexible WorkLearning BudgetWellness StipendPaid Leave

Key Requirements

•Bachelor’s degree required, with a preference for Process Engineering, Visual Design, Design Engineering, or Marketing.
•5+ years of customer experience, user experience, process design or design engineering, and client management.
•Proven experience leading complex service blueprinting or experience design projects.
•Strong oral and written communication skills.
•Ability to influence cross-functional teams and manage multiple large-scale initiatives, using data to identify trends, patterns, and root causes.

Education:Bachelor's in Process Engineering, Visual Design, Design Engineering, or Marketing

Skills:Communicating effectivelyCross-functional collaborationStorytellingProblem-solvingProject management

Company Brief

Citizens Bank

Regional bank offering retail and commercial banking, mortgage lending, wealth management, and payment services to individuals and businesses across the United States.

Industry: Banking

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Providence, United States

Founded: 1828

Website