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Citizens Bank Senior CX Architect in Westwood, Massachusetts


As a Senior CX Architect, you will be challenged to both totally re-imagine and continuously optimize customer and client facing experiences. The Senior CX Architect represents the voice of the intended, designed experience ensuring design intent is met. The optimal candidate solves problems by determining the optimal outcome from the perspective of the customer and colleague and then using experience/service design methodologies to bring the experience to life. Successful candidates will have knowledge of service design, process engineering, customer experience design, and user experience along with an understanding and curiosity of end users and their processes. Working alongside technical, business, and agile town leadership this role will create and maintain our customer experience vision and translate these needs into action through epics, stories, technical requirements and, interaction models.

Responsibilities include:

  • Understanding and articulating customer needs across each moment within a customer’s end-to-end journey.

  • Lead efforts in leveraging service blueprinting methodology to bridge the gap between frontstage experiences and the backstage people, processes, & technology capabilities that power them.

  • Creating, maintain and revisiting experience opportunities that create a distinctive, brand-supporting Citizens Customer Experience.

  • Develop north-star visions and “customer stories from the future” and assist in building agile roadmaps to achieve this future.

  • Provide input and participate in customer research and customer validation processes to identify customer workflow and unmet needs using a variety of methods including ethnographic research, customer panels, prototype testing, and formal and informal usability studies.

  • Work alongside agile leaders to help define and create missions and success metrics.

  • Support the evolution of the Customer Experience, developing the CX portfolio, roadmap, and reference architecture.

  • Facilitate ideation, synthesis and design activities with business partners, technical architects, customers, and designers to transform ideas and concepts into artifacts, prototypes, and high fidelity designs

  • Interact with a cross-functional team and drive customer experience strategy and best practices to implement applications and platforms while maintaining a cohesive end-to-end experience.

  • Hands-on technical and process improvement experience. Support the production of concept service designs and/or participate in the creation of artifacts by domain architects and implement personas, journey maps, storyboards, etc.

  • Stay current with innovative improvements/processes available in the larger world of experience design.



  • Bachelor’s degree required. With a preference for degrees in Process Engineering, Visual Design, Design Engineering, or Marketing.

  • Masters degree preferred

Experience / Background:

  • 5+ years of customer experience, user experience, process design or design engineering.

  • Proven experience leading complex service blueprinting or experience design projects.

  • Strong Oral and Written communications

  • Proven ability to influence cross-functional teams

  • Ability to manage multiple initiatives


Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.

Equal Employment Opportunity

It is the policy of Citizens to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, colleague or a dependent’s reproductive health decision making, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, genetic characteristic, citizenship, veteran or military status, marital or domestic partner status, family status/parenthood, victim of domestic violence, or any other category protected by federal, state and/or local laws.

Equal Employment and Opportunity Employer/Disabled/Veteran

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.