Customer Excellence Lead - Deposits

The Customer Excellence Lead- Deposits is responsible for ensuring an exceptional customer experience across all deposit products and services by driving organizational change and challenging the norm. This role focuses strong execution, coordination and documentation of strategies that enhance customer satisfaction, loyalty, and retention while driving operational efficiency and deposit growth. The position requires a deep understanding of customer journey, service optimization, and cross-functional collaboration to deliver a best-in-class experience alongside strong communication and organization skills.

Primary Responsibilities:

1. Initiative Support & Customer Experience Coordination
   • Assist in tracking and organizing customer experience initiatives.
   • Help document customer journey pain points and improvement opportunities across channels.
   • Support cross-functional meetings with operations and technology teams to streamline workflows.
   • Maintain initiative logs and follow up on action items and service-level expectations.
   • Prepare materials for leadership discussions and help summarize key decisions and priorities.
2. Voice of the Customer (VoC) Support
   • Coordinate the collection of customer feedback through surveys, forums, and internal channels.
   • Organize and maintain VoC data and insights for easy access and reporting.
   • Assist in preparing presentations and summaries that highlight customer feedback trends.
   • Help promote a customer-first mindset by supporting training logistics and internal communications.
3. Performance Monitoring & Reporting
   • Track key customer experience metrics (e.g., NPS, CES) and assist in compiling regular reports.
   • Use Excel or dashboard tools to visualize trends and flag areas needing attention.
   • Support the preparation of monthly and quarterly updates for senior leadership.
4. Cross-Functional Collaboration
   • Schedule and coordinate meetings with product, marketing, operations, and frontline teams.
   • Maintain shared documentation and ensure alignment on initiative timelines and deliverables.
   • Act as a point of contact for follow-ups and action item tracking across departments

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: M-F

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide 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, 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 all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Equal Employment and Opportunity Employer

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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.