Analyst, Operating Model & Program

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 Analyst, Operating Model & Roles Program supports the delivery of initiatives within the NEXT Operating Model & Roles Program. This role works across defined work streams to help translate strategy into practical deliverables, coordinate execution, conduct research and analysis, and support the development of future-state operating models and colleague roles.

Working with cross-functional teams and stakeholders, the Analyst helps move projects forward by bringing structure to work, gathering and synthesizing information, coordinating activities, and supporting an iterative approach to strategy execution. The role provides exposure to enterprise transformation and increasing responsibility over time as the individual builds knowledge of Citizens' businesses, customers, and operating environment.

• Support NEXT's transformation agenda related to operating model and roles through defined, well-scoped projects and work streams.
• Build productive working relationships across the organization to develop an understanding of current-state processes and support future-state operating model and role designs.
• Support stakeholder management through day-to-day communication, capturing questions, concerns, decisions, and follow-up items and escalating issues to senior team members when appropriate.
• Contribute to working sessions and idea-generation activities with internal and external partners and help translate agreed-upon strategies into tangible deliverables.
• Conduct research and analysis to inform strategies, recommendations, implementation plans, and business decisions.
• Synthesize complex information into clear findings, recommendations, presentations, and other program deliverables.
• Lead assigned work streams with guidance, maintaining accountability for deliverables, timelines, dependencies, and follow-up.
• Create structure and maintain momentum when requirements or solutions are not yet fully defined.
• Facilitate working sessions with cross-functional stakeholders to gather input, resolve questions, and advance program priorities.
• Support implementation planning, readiness activities, and iterative execution of agreed-upon strategies.
• Share knowledge, tools, and best practices with program contributors to strengthen consistency and execution.
• Manage multiple priorities while maintaining strong standards for analytical rigor, program discipline, and communication quality.
• Exercise sound judgment regarding when to proceed independently, challenge assumptions, seek guidance, or escalation issues.
• Operate as an individual contributor with no direct supervisory responsibilities.

Required Qualifications

• Bachelor's degree or equivalent relevant experience.
• 3-6 years of experience in project coordination, business analysis, operations, transformation, program delivery, or a related field.
• Experience with in financial services, banking, retail distribution, or another highly regulated industry.
• Strong organizational skills with the ability to manage multiple priorities, work streams, and deadlines.
• Strong written and verbal communication skills.
• Strong structured problem-solving and analytical skills, including the ability to synthesize complex information into clear insights and recommendations.
• Demonstrated ability to influence and coordinate cross-functional partners without formal authority.
• Strong facilitation skills and comfort leading working sessions with diverse stakeholders.
• Proficiency with Microsoft Office applications, particularly PowerPoint, Excel, and Word.
• Ability to work with increasing independence while exercising sound judgment regarding when to seek guidance or escalation issues.

Preferred Qualifications

• Retail branch experience.
• Consulting experience related to operating models, organizational design, transformation, or business strategy.
• Familiarity with branch, sales and service roles, advice-led engagement, or distribution transformation.
• Experience with role architecture, staffing models, time studies, workforce planning, or change enablement.
• Experience supporting readiness assessments, implementation roadmaps, and value-realization tracking.
• Familiarity with Agile, hybrid, and…