Office of the Customer Quality & Operations Execution Lead

Description

The Office of the Customer (OOC) at Citizens is a critical function responsible for managing complex customer complaints, ensuring regulatory compliance, and driving continuous improvement in customer experience outcomes.

As Citizens’ advances toward a centralized customer experience governance model, the Office of the Customer Quality & Operations Execution Lead will serve as a key individual contributor responsible for leading execution, driving strategic initiatives, and influencing improvements across OOC quality assurance, operations, and customer experience disciplines.

This role operates as a senior subject matter expert and thought partner, helping to shape the future-state operating model by advancing data-driven insights, strengthening governance, and delivering scalable process improvements that reduce customer friction and enhance service outcomes.

Primary Responsibilities

Enterprise Quality & Compliance Leadership