Citizens Bank Consumer Bank Segmentation Partner in Boston, Massachusetts
The Segment Partner will support the end-to-end design, development, and execution of Citizens Bank’s segmentation strategy – reporting to the Head of Core Banking Segments. The role will focus on profitable growth initiatives for the “Mass Market” and “Mass Affluent” segments. Mass Market includes households with less than $100,000 in wealth, and Mass Affluent includes households with $100,000 to $500,000 in wealth. These segments collectively represent two million Citizens households (80% of total) and hold over $200 billion in investable assets. Ultimately, the role will help to ensure Citizens becomes a leading primary relationship bank for the Mass Affluent and Mass Market.
The Segment Partner is part of the Core Banking Segments team, within the Marketing & Virtual Channels (M&VC) division. The team of colleagues works in a fast-paced environment to deliver the segmentation strategy and drive Citizens’ financial performance with each segment. The team will support segmentation projects across their lifecycle – identifying and structuring opportunities, analyzing root causes, developing solutions, communicating project results, and getting buy-in for change from the Executive Committee. Success will be based on a series of highly measurable segment metrics (e.g., variable contribution, fully-loaded profit, cost-to-serve, share of wallet, retention, NPS, and net household growth). Executive presentations will be developed to share the segmentation vision and progress on a recurring basis, including periodic updates to the CFG Board of Directors.
Partner in the development of Citizens’ go-to-market Mass and Mass Affluent strategies / value propositions. This includes helping to define the offering across deposits, lending, and investments, establishing the sales and service model across physical and digital channels, and mapping out the client experience. The role will partner with the Head of Segments and the Consumer Bank executives to successfully deliver segmentation through products, services, differentiated customer experience journeys, marketing initiatives, and frontline execution.
Drive initiatives to align clients to the “right” value propositions to best meet their unique financial needs and goals. This includes the ability to identify and recommend new sales, service, and marketing initiatives to offer the "right" solution in every channel.
Take a leading role to optimize cost-to-serve across segments (in partnership with the Finance and Analytics teams). Identify expense drivers at all stages of the client lifecycle (origination, servicing, channel transactions), prioritize opportunities, and help lead initiatives to optimize cost-to-serve across segments.
Leverage Citizens’ proprietary “branch segmentation model” to help ensure frontline staff are aligned to locations based on opportunity. Drive updates to the branch segmentation model and influence that Relationship Bankers, Licensed Bankers, Premier Relationship Managers, and Financial Consultants are staffed in the highest opportunity markets and branches.
Drive efforts to understand the competitive segmentation landscape, and identify competitive differentiation of the Citizens program. This includes partnering with the Research team and Strategy team to conduct client research, develop capabilities benchmarking, and recommend solutions to improve competitiveness.
Experience driving segmentation at a top financial institution or a top tier management consulting firm, preferably with deep Consumer Banking, Strategy, and/or Marketing knowledge
Experience with strategy development and demonstrated ability to drive achievement of strategic and financial business goals
Ability to assess and analyze business and financial impact of proposed initiatives and recommend appropriate action
Excellent analytical, project, and process management skills
Excellent engagement, partnership, and relationship building skills – ability to lead and motivate others
Ability to manage cross-functional project teams in a fast-paced environment
Strong organizational skills – ability to juggle multiple projects at one time
Strong written and verbal presentation skills – ability to communicate effectively and confidently
Strong interpersonal and influencing skills – ability to interact with and influence colleagues at all levels of the organization
Excellent end-to-end problem solving skills – ability to diagnose complex problems, determine key findings and opportunities, prioritize strategic solutions, and present clear and comprehensive recommendations
Advanced Excel and PowerPoint skills, including financial modeling and business case development
Ability to lead competitor and industry research to support business strategies, leveraging both public and non-public sources; expertise to provide strategic insight on current and emerging trends in the industry
3+ years experience at a top tier management consulting firm leading strategic initiatives/segment initiatives, or experience at a top financial institution leading consumer strategy/corporate strategy development, (with demonstrated ability to drive strategic and financial business goals)
Education, Certifications and/or Other Professional Credentials:
Bachelor's Degree required
MBA preferred / 5 years experience in lieu of MBA
Hours & Work Schedule
Hours per Week: 40
Work Schedule: 8:00 am - 5:00 pm; Monday - Friday
Why Work with 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.
Equal Employment Opportunity
It is the policy of Citizens Bank and Citizens Securities, Inc. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.
Equal Opportunity & Affirmative Action Employer Disabled/Veteran
Citizens Bank is a brand name of Citizens Bank, N.A. and each of its respective subsidiaries, and Citizens Bank of Pennsylvania.