Senior Analyst, Operating Model & Program

Description

At Citizens, we are transforming the future of distribution by creating a more connected ecosystem that empowers colleagues, deepens customer relationships, and enables advice-led engagement at scale.

The Senior Analyst, NEXT Operating Model & Roles Program, is a key individual contributor on the Operating Model & Roles program team. Reporting to the Director, this role manages the day-to-day integration, planning, analysis, and delivery of operating model and colleague role initiatives. The Senior Analyst translates the Director’s program architecture into executable plans, governance routines, analysis, and executive-ready materials while owning assigned work streams from design through adoption.

This role combines strong program management discipline with hands‑on operating model and role design. The successful candidate will bring structure to complex work, coordinate across functions, identify risks and dependencies early, and produce high‑quality deliverables that help senior leaders make informed decisions.

This is not an administrative project management role. The Senior Analyst is expected to think critically, conduct substantive analysis, challenge assumptions when appropriate, and influence partners through expertise, sound judgment, and collaboration.

Primary responsibilities include

• Own the delivery of one or more assigned work streams, such as role design, governance and decision rights, workforce impacts, or implementation readiness, from design through adoption.
• Translate the Director’s program architecture and priorities into detailed workstream plans with deliverables, owners, milestones, dependencies, decision points, and success measures.
• Break complex, long‑term program deliverables into executable activities that demonstrate measurable near‑term progress while maintaining alignment with the broader roadmap.
• Maintain day‑to‑day program tools, including integrated workplans, RAID logs, decision logs, action trackers, roadmaps, and operating routines.
• Track progress against the integrated roadmap and identify when work streams are off track, misaligned, or at risk.
• Coordinate sequencing and handoffs across work streams so prerequisites, dependencies, and downstream impacts are understood and addressed.
• Apply sound judgment to workstream sequencing and dependencies, constructively challenging timelines or approaches when prerequisite decisions or deliverables have not been completed.
• Recommend corrective actions and contingency options when assumptions, dependencies, priorities, or timelines change.
• Conduct current‑state assessments of roles, processes, organizational structures, handoffs, pain points, and capability gaps.
• Develop draft role charters, accountability frameworks, RACI models, interaction maps, and decision‑rights matrices.
• Translate strategic priorities into practical role designs with clear purpose, responsibilities, performance expectations, skills, and enabling requirements.
• Assess how proposed designs affect colleagues, customers, leaders, processes, controls, technology, and performance measurement.
• Identify overlaps, gaps, conflicts, dependencies, and unintended consequences across proposed designs.
• Prepare and co‑facilitate working sessions that surface tradeoffs and move concepts toward practical future‑state designs.
• Maintain the integrated program roadmap so it reflects current scope, sequencing, decisions, milestones, and dependencies.
• Prepare governance agendas, pre‑reads, and decision materials, and document outcomes, owners, and follow‑up actions.
• Track decisions required at each program stage and ensure options, tradeoffs, and recommendations are ready before governance forums.
• Follow up with workstream contributors and partners on agreed…