Field Readiness and Customer Experience Activation Lead

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Description

Field Readiness and Customer Experience Activation Lead

The Field Readiness and Customer Experience Activation Lead is responsible for ensuring every activation is fully ready for execution—operationally, behaviorally, and from a customer experience standpoint.

This role owns the “human + readiness” side of activation: translating strategy into clear playbooks, training, and field execution standards that enable consistent, high-quality delivery at launch and beyond. The role serves as the bridge between enterprise design and field adoption—ensuring colleagues are equipped, aligned, and prepared to execute the intended experience from day one.

Primary responsibilities include

Experience Playbook Ownership

Own the execution and governance of the Branch Experience Playbook across DeNovos and relocations 

Align in-market standards for customer and colleague experience, including staffing, behaviors, routines, and execution expectations

Ensure playbooks are actionable, scalable, and aligned to the broader sales and service operating model

Change Management, Training & Communication

Work with partners to translate activation strategy into clear, structured change plans

Coordinate training programs that prepare field teams for new formats, processes, and expectations

Synthesize communications across functions into a clear narrative for the field—what is changing, why it matters, and what to do differently

Field Readiness & Launch Preparation

Ensure all readiness components are in place ahead of launch (training completion, materials, tools, role clarity, execution plans)

Define and manage readiness checkpoints and standards to ensure consistent execution at market level

Identify and proactively address readiness gaps or risks prior to launch

Sales Operating Model Enablement

Translate activation strategy into executable routines, behaviors, and expectations within the sales model

Partner with field leadership to ensure location is set up for Day 1 success

Support adoption of new roles, processes, and customer engagement approaches

Adoption & Continuous Improvement

Monitor early adoption and execution quality post-launch; identify where reinforcement is needed

Gather feedback from the field and partners to refine playbooks, training, and readiness standards

Embed a repeatable learning loop that continuously improves activation effectiveness

Measures of Success

High field readiness at launch (teams trained, equipped, and confident in execution)

Strong adoption of new playbooks, standards, and sales behaviors 

Consistent customer and colleague experience across markets 

Smooth transition from launch to stable execution with minimal disruption

Qualifications, Education, Certifications and/or Other Professional Credentials

Required Qualifications

5–10+ years of experience in change management, field enablement, training, or operational readiness 

Proven experience translating strategy into playbooks, training, and frontline execution 

Strong experience working across functions (Retail, HR/Talent, Marketing, Operations, etc.) 

Ability to simplify complex changes into clear, actionable guidance for the field

Preferred Qualifications

Experience in retail banking, multi-site retail, or service environments 

Background in sales model transformation or customer experience design 

Familiarity with branch operations, staffing models, and field execution dynamics

Leadership & Soft Skills

Field-first mindset: Design for how work actually gets done in-market 

Change leader: Drives adoption through clarity, structure, and repetition—not just communication 

Operator: Balances playbook design with real-world execution and readiness discipline 

Integrator: Connects experience, training, and operating model into one cohesive system

To thrive as a colleague at Citizens, candidates must demonstrate a strong customer-centric mindset, exhibit persistence and resilience in the face of challenges, and embrace continuous learning to adapt and grow in a dynamic environment.

Hours and Work Schedule: (4 days in office, 1 day remote)

Hours per Week: 40

Work Schedule: Monday-Friday

Work Location (s): Johnston, RI, Boston or Westwood, MA, Pittsburgh or Philly PA, Cleveland, OH, Southfield, MI, Newark, DE  or NYC

Pay Transparency

The salary range for this position is $123,000-$159,000 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the budget, 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 every local and state jurisdiction in the United States. For an overview of our benefits, visit  http[local path removed]

Work Authorization: 

This role is not eligible for new employer sponsored or current H-1 B visa holders. Applicants, including current OPT, L and other visa holders, must be authorized to work in the U.S. without the need for new employer sponsorship for themselves or their spouses now and in the future.

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

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.