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., * 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.

• 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 ., We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more.