Web Experience Lead

The Web Experience Leads Citizens’ public web ecosystem as a trusted, governed, and scalable enterprise platform for discovery, education, and customer decision‑making. This leader on the Digital Content & Experience Strategy team will own the web platform strategy, roadmap, prioritization, and operating model, ensuring a high‑quality, compliant, accessible, and performant experience across Citizens.com and related properties. Operating within enterprise content, experience, and AI‑driven discovery direction set by the SVP, the role translates strategy into execution through strong governance, modernization leadership, and integrated team management.

Primary responsibilities include:

• Own the enterprise web platform strategy and multi‑year roadmap, defining how Citizens’ website supports discovery, education, trust, and decision‑making at scale across lines of business.
• Lead platform‑level prioritization and tradeoffs, balancing customer needs, regulatory risk, site health, modernization goals, and enterprise demand.
• Direct execution of web experience priorities by translating enterprise direction into journey‑level requirements, page models, and scalable experience patterns.
• Ensure the web ecosystem is AI/LLM‑ready for discovery, operationalizing structured experience patterns and machine‑readable content standards in partnership with strategy teams.
• Oversee publishing, QA, and release governance, ensuring accuracy, compliance, accessibility, and consistent “right‑first‑time” delivery.
• Lead site health and operational continuity, including intake/backlog discipline, release readiness, regression prevention, and cross‑functional delivery coordination.
• Drive approved platform modernization initiatives (content model evolution, dynamic content migration, CMS optimization) while protecting day‑to‑day continuity.

Qualifications

Required Skills / Experience

• 7 - 10 years of experience leading digital experience, web platform strategy, and/or enterprise web governance in complex organizations.
• Demonstrated success owning platform strategy and prioritization within a defined domain, including roadmap management, and decision‑making under competing demands.
• Strong background in web publishing operations, QA, release governance, and risk discipline, especially in regulated or high‑compliance environments.
• Proven ability to lead multi‑disciplinary teams and operating rhythms across multiple pillars (strategy, publishing, architecture, operations).
• Strong cross‑functional leadership and executive communication skills, with the ability to influence partners across Marketing, Technology, Risk, Legal, and Compliance.

Preferred Skills / Experience

• Experience building or operationalizing web experiences optimized for AI/LLM‑mediated discovery, including structured content patterns and machine‑readable experience design.
• Familiarity with CMS modernization, content model migration, dynamic content programs, and enterprise component library governance.
• Experience improving operational efficiency through standardized workflows, templates/components, and scalable publishing practices.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Monday-Friday 8-5 
• 4 days in the office Boston MA, Westwood MA New York NY or Pittsburgh PA

Pay Transparency 

The salary range for this position is $220,000 - $265,000 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the work location, and relevant skills and experience.

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits .

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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.

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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.