Change Management Lead

Branch Transformation - Change Management Lead

Are you a change leader looking to shape the future of retail banking as we reimagine our distribution model and introduce new ways of working across our branch‑centric ecosystem? The external landscape, coupled with Citizens’ aggressive transformation agenda, requires leaders who can shape culture, differentiate Citizens in the market, and drive the behavioral shifts needed to deliver business outcomes in the field.

The Change Management Lead will ensure colleagues across Citizens’ distribution network transition smoothly and effectively through key retail transformation initiatives tied to the Evolve & Integrate Distribution (EID) agenda. Partnering with project teams, business leads and field adoption networks, this role provides change management expertise – ensuring project objectives and stakeholder impacts are well understood, and that new operating models, roles, routines and capabilities are adopted and sustained in practice.

The Change Lead will develop and execute strategies that move beyond awareness to observable behaviour change, embedding new ways of working across the branch ecosystem through co‑creation, leadership activation and test‑and‑learn approaches.

• Develop and implement change management strategies and plans rooted in a deep understanding of retail transformation objectives and unique field/stakeholder impacts.
• Translate future‑state distribution designs into coordinated, people‑centred change plans spanning roles, routines, skills, performance and incentives.
• Design and lead structured co‑creation mechanisms (branch engagement, leader working sessions, pilots, feedback loops) so frontline and leader input meaningfully shapes design and activation decisions.
• Partner with senior leaders to translate strategy into clear leadership expectations and behaviours, equipping them to act as owners of change—not just messengers.
• Apply test‑and‑learn approaches, including micro‑testing and pilots, to validate new ways of working in real branch environments before scaling.
• Partner with the Analytics team to produce core change KPIs, assess adoption rates and proficiencies and adjust strategy as needed.
• Act as an advocate for the colleague and customer journey within the project team, ensuring the voice of the field is heard throughout the project lifecycle.
• Establish continuous listening and sensing loops to understand how change is landing in branches and iterate based on real execution.
• Engage senior leadership, managers and the field change network to ensure their active sponsorship of retail transformation initiatives.
• Ensure successful transitions from programme governance to business‑as‑usual ownership, with sustainment guardrails that allow changes to endure beyond formal transformation phases.

• 8+ years of change management, change measurement and transformation experience with proven experience supporting large‑scale transformations.
• 6 years of platform or operating model change management experience, ideally within retail banking, distribution or other branch/field‑based environments.
• 4 years experience supporting adoption and behavioural experiment experience (test‑and‑learn, pilots, micro‑testing).
• Proven success driving behavioural and cultural change—not just structural change.
• Experience in complex, regulated, people‑intensive environments strongly preferred.
• Ability to manage ambiguity and adapt to dynamic environments.
• Strong interpersonal and influencing skills; able to influence without authority.
• Outstanding written, visual and oral communication skills.

To thrive as a colleague at Citizens, candidates must demonstrate a strong customer‑centric mindset, exhibit persistence and resilience in the face of challenges, and embrace continuous learning to adapt and grow in a dynamic environment.

4 days in office, 1 day remote;
Hours per Week: 40;

Work Schedule:

Monday‑Friday.

The salary range for this position is $128,000–$168,000 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to…