Market Integration Orchestrator

Job Description

Market Integration Orchestrator

The Market Integration Orchestrator is responsible for translating enterprise decisions into coordinated field execution, with a primary focus on branch closures and transitioning away from formats that no longer align with our advice-led network strategy. This role brings together field leadership, operations, marketing, communications, and enterprise partners to ensure each transition is planned clearly, executed consistently, and experienced by customers as proactive, simple, and well-supported.

Market integration is the operating model: connecting local market dynamics, field readiness, partner execution, customer communications, and performance insights into one coordinated transition plan. Using that integrated view, the role improves how customer-impacting transitions are executed, how customers are supported, and how lessons learned strengthen future activity.

Key Responsibilities

• Market Integration as the Execution Engine
  • Use market-level insights to shape transition plans, anticipate customer and community impacts, and inform execution priorities.
  • Connect branch, market, and partner inputs into a single view of readiness, risks, dependencies, and actions needed to deliver each transition well.
  • Establish clear routines, checkpoints, and escalation paths to keep partners aligned from planning through execution.
  • Provide leaders with decision-ready recommendations that improve transition outcomes, customer experience, execution quality, and market confidence.
• Network Transition Execution
  • Ensure field teams have clear plans, timelines, roles, and escalation paths to execute priority transition activity consistently and effectively.
  • Coordinate across field leadership, operations, marketing, communications, legal, risk, and other partners to remove friction and drive timely execution.
  • Proactively identify execution risks, customer pain points, and operational dependencies; drive resolution before they impact the field or customer experience.
• Customer Communications, Marketing & Experience
  • Rethink customer, colleague, and community communications to ensure messaging is clear, timely, empathetic, and coordinated across channels.
  • Partner with marketing and communications teams to design outreach that helps customers understand what is changing, what actions they need to take, and how Citizens will continue to serve them.
  • Embed a customer-first lens into all transition activities, ensuring the experience feels proactive, easy to navigate, and well-supported from announcement through transition.
• Performance Management & Continuous Improvement
  • Track results against expectations for priority transition activity, including customer retention, migration, engagement, issue resolution, and execution milestones.
  • Create visibility into what is working, where execution is off track, and which interventions are needed to improve outcomes.
  • Document learnings and translate them into improved playbooks, communication approaches, field routines, and partner expectations for future activity.

Measures of Success

• Priority transition activity is executed on time, with strong field readiness, clear partner alignment, and limited customer disruption.
• Customers receive clear, timely, and helpful communications that support retention, adoption of new servicing options, and confidence in Citizens.
• Results are tracked against expectations with visible insights on customer behavior, migration outcomes, issue resolution, execution performance, and opportunities to improve.
• Lessons learned are converted into stronger playbooks, partner routines, and repeatable execution practices for future transition activity.

Qualifications

• 5-10+ years of experience in field execution, operations, transformation, strategy, or complex initiative leadership within financial services or a similarly regulated organization.
• Proven ability to lead customer-impacting transitions, operational changes, or market-level execution efforts across multiple stakeholders.
• Ability to manage a portfolio view of transition activity across markets, identifying capacity constraints, sequencing risks, and enterprise dependencies.
• Experience coordinating communications, marketing, field readiness, and partner execution to deliver consistent customer and colleague experience.
• Strong analytical and synthesis skills, with the ability to translate performance data, risks, and frontline feedback into clear actions and executive-ready recommendations.
• Exposure to market-level or regional operating models in banking, retail financial services, or customer-facing regulated industries.

Leadership & Soft Skills

• Enterprise mindset: Optimizes for overall market outcomes versus individual business line interests.
• Executive presence: Comfortable facilitating meetings with senior leaders and pushing for clarity and commitment.
• Structured operator: Brings discipline, cadence, and follow-through to drive outcomes.
• Connector and translator: Bridges enterprise decisions, market realities, and field execution into clear local action.
• Judgment, diplomacy, and resilient influence: Builds trust across LOBs, knows when to escalate or align offline, and navigates ambiguity, competing priorities, and resistance with credibility and persistence.

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.