Description As a Customer Experience Partner, you will be challenged to both totally re-imagine and continuously optimize customer and client facing experiences. The CX Architect represents the voice of the customer, ensuring optimal outcomes for our customers and colleagues, while using experience/service design methodologies to bring experiences to life. Successful candidates will have knowledge of service design, process engineering, customer experience design, and user experience along with an understanding and curiosity of end users and their processes. Working alongside technical, business, and agile town leadership, this role will create and maintain our customer experience vision and translate these needs into action through epics, stories, technical requirements and, interaction models. Primary responsibilities include: + Understanding and articulating customer needs across each moment within a customer’s end-to-end journey. + Lead efforts in leveraging service blueprinting methodology to bridge the gap between frontstage experiences and the backstage people, processes, & technology capabilities that power them. + Develop north-star visions and “customer stories from the future” and assist in building agile roadmaps to achieve this future. + Provide input and participate in customer research and customer validation processes to identify customer workflows and unmet needs using a variety of methods including ethnographic research, customer panels, formal and informal usability studies. + Work alongside agile leaders to help define and create missions and success metrics. + Facilitate ideation, synthesis and design activities with business partners, technical architects, customers, and designers to transform ideas and concepts into artifacts, prototypes, and journey designs. + Interact with a cross-functional team and drive customer experience strategy and best practices to implement applications and platforms while maintaining a cohesive end-to-end experience. + Hands-on technical and process improvement experience. Support the production of concept service designs and/or participate in the creation of artifacts by domain architects and implement personas, journey maps, storyboards, etc. + Stay current with innovative improvements/processes available in the larger world of experience design. Qualifications Required Skills/Experience: + 5+ years of customer experience, user experience, process design or design engineering + Proven experience leading complex service blueprinting, experience, and design thinking workshops + Strong Oral and Written communications + Proven ability to influence cross-functional teams + Ability to manage multiple initiatives + Commercial banking or lending experience is required, commercial banking journey design or Customer Experience experience Education, Certification and/or Other Professional Credentials: + Bachelor's degree preferred (with a preference for degrees in Process Engineering, Visual Design, Design Engineering, or Marketing) Hours and Work Schedule Hours per Week: 40 Work Schedule: Mon - Fri 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), provides 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, transgendered and transitioning individuals, 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 colleagues to bring their best selves to work every day and where all are expected to be treated with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. We perform our best so we can do more for our customers, colleagues, communities and shareholders. Why Work for Us At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth Background Check Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information. 02/28/2025