Field Readiness and Customer Experience Activation Lead

Job 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 https://jobs.citizensbank.com/benefits .

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.