Office Customer Quality & Operations Execution Lead

The Office of the Customer (OOC) at Citizens is a critical function responsible for managing complex customer complaints, ensuring regulatory compliance, and driving continuous improvement in customer experience outcomes.

As Citizens’ advances toward a centralized customer experience governance model, the Office of the Customer Quality & Operations Execution Lead will serve as a key individual contributor responsible for leading execution, driving strategic initiatives, and influencing improvements across OOC quality assurance, operations, and customer experience disciplines.

This role operates as a senior subject matter expert and thought partner, helping to shape the future-state operating model by advancing data-driven insights, strengthening governance, and delivering scalable process improvements that reduce customer friction and enhance service outcomes.

• Lead execution and evolution of the OOC Quality Assurance (QA) program, driving consistency, accuracy, and alignment with complaint handling policies and regulatory expectation
• Translate QA results into actionable insights that inform coaching strategies, performance improvements, and risk mitigation efforts
• Support development of enhanced performance frameworks that extend beyond QA scoring to incorporate customer outcomes, operational metrics, and risk indicators

• Support centralized OOC Operations functions, including:
  • Complaint intake, assignment, and case management processes
  • Regulatory portal monitoring and case tracking
  • Customer communications (mail and e-mail), incoming/outgoing mail and workflow coordination
• Contribute to development and delivery of training, onboarding, and procedural documentation to ensure colleague readiness
• Identify opportunities to improve efficiency, consistency, and scalability of OOC Operations processes

• Own development and delivery of executive-level reporting and insights, including trends in:
  • OOC Operations performance (including QA, Real-Time Compliance & Operations)
  • Operational efficiency and cycle time improvements
• Leverage dashboards, reporting tools, and emerging technologies (e.g., AI-enabled insights) to proactively identify risks and opportunities
• Influence decision-making through clear, concise, and regulator-defensible insights and narratives

• Support the continued evolution of the OOC as the centralized governance and oversight authority for complaint handling across Citizens
• Partner with stakeholders to define, implement, and monitor minimum complaint handling standards and control frameworks
• Ensure alignment with internal policies, regulatory requirements, and enterprise risk management expectations

• Serve as a trusted advisor to OOC Leadership, OOC Operations, Compliance and CDLS.
• Lead or support strategic initiatives and working groups that advance OOC objectives
• Influence cross-functional teams to adopt customer-centric, risk-aware practices and drive alignment with CX priorities

• Strong executive presence with the ability to influence stakeholders across all levels of the organization
• Self-starter and comfortable challenging the status quo and taking risks.
• Advanced analytical and problem-solving skills with the ability to translate complex data into clear insights
• Demonstrated experience leading cross-functional initiatives and driving measurable outcomes
• Strong understanding of customer experience, operational processes, and regulatory/compliance environments
• Ability to operate effectively in a fast-paced, evolving environment with shifting priorities
• Strong written and verbal communication skills, including experience preparing executive-ready presentations.
• High attention to detail with strong risk awareness and control mindset
• Strong attention to detail and work well under pressure to meet deadlines.
• Motivated to learn and tackle new challenges, embracing a continuous improvement mindset.
• Advanced proficiency in Microsoft Office applications (Excel, PowerPoint, Word)

• Bachelor’s degree in business administration, Communications, or related field Preferred
• 5+ years of experience in:
  • Customer experience, quality assurance, operations
  • Process improvement, analytics, or program execution
• Experience working in a regulated environment (financial services preferred)

• Hours per Week: 40
• Work Schedule:
  
  Monday-Friday, 8:00am - 5:00pm
• Work Model:
  Hybrid (4 days in office, 1 day remote)
• Location (Johnston, RI)

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Citizens, its parent, subsidiaries, and related companies…