Job Description

The Experience Designer plays a critical role in shaping customer and colleague experiences across the branch and advisory ecosystem-grounded in real-world branch operations and elevated through thoughtful, forward-looking design.

This role is focused on deeply understanding how branches operate today (including colleague behaviors, customer interactions, operational constraints, and advisory moments) and translating those insights into practical, scalable experience designs that improve both performance and ecosystem connectivity.

Rather than designing in isolation, this individual will embed with the business, partnering closely with field leaders and cross-functional teams to ensure experiences are credible, adoptable, and executable within the realities of branch life, while still moving the organization toward a more modern, advisory-led model.

Key Responsibilities

Branch & Colleague Immersion

• Build a deep understanding of day-to-day branch operations, including sales, service, advisory interactions, and operational routines
• Spend time in-market to observe and engage with frontline colleagues, leaders, and customers
• Identify friction points, workarounds, and high-impact moments that shape the branch experience

Experience Design

• Design end-to-end customer and colleague experiences rooted in how branches actually function
• Translate insights into practical journey improvements, service models, and interaction patterns
• Ensure designs reflect a balanced model of human-led advisory, supported by tools, data, and AI
• Prioritize clarity, simplicity, and usability for frontline adoption

Future-State Evolution

• Evolve current-state experiences into next-generation advisory and engagement models, anchored in business reality
• Introduce forward-looking ideas where they add value, but ensure they are actionable and testable within the branch environment
• Define clear experience principles and guardrails that can be consistently applied across formats

Integration Across Workstreams

• Partner closely with:
  • Operating Model & Roles to ensure designs align to how work gets done (roles, routines, capacity)
  • Technology & Capabilities to inform tools, data, and enablement needs
  • Talent Enablement to shape behaviors, training, and adoption approaches
  • Change & Delivery teams to support pilots, rollout, and sustainment
• Stay engaged through pilot, validation, and early implementation-ensuring design translates into real outcomes

Experience Translation & Activation

• Produce clear, usable artifacts (journeys, playbooks, service models, interaction frameworks) that enable execution
• Communicate designs in a way that resonates with both executives and frontline teams
• Connect experience decisions directly to business performance, colleague effectiveness, and customer outcomes

Required Skills & Capabilities

Branch & Business Acumen

• Strong understanding of retail banking environments and branch operations
• Ability to connect experience design to sales, service, and advisory performance
• Comfort working directly with frontline teams and leaders

Experience & Service Design

• Deep expertise in experience design, journey design, or service design
• Strong ability to translate insights into practical, implementable solutions
• Comfort balancing ideal experience design with operational and regulatory realities

Pragmatic Innovation

• Ability to think forward and understand where to lean into industry trends, while staying grounded in what can realistically be deployed and scaled
• Skill in evolving current-state experiences into improved future models, not abstract concepts
• Strong judgment on where to push vs. where to simplify

Collaboration & Influence

• Strong communication, presentation, and storytelling skills
• Ability to influence across functions without direct authority
• Comfortable ramping up in a cross-channel, collaborative manner while driving toward clear, actionable outcomes

Experience & Qualifications

• Proven track record in experience design, service design, or business transformation, ideally within a branch environment
• Experience working in financial services or similarly complex, operational environments
• Demonstrated success designing experiences that were implemented-not just conceptualized
• Experience partnering across operating model, technology, and change functions

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Hybrid 4 Days in Office

Pay Transparency: The salary range for this position is $120,000-$163,000 per year. 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 very local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits.