What are the responsibilities and job description for the Process Improvement Specialist position at Citizens?
Description
Process Improvement Specialist
The Transformation, Delivery and Improvement Team delivers new capabilities and leads improvements efforts for existing processes, products, and experiences within the Consumer Contact Center.
As a member of the Transformation, Delivery and Improvement Team, the Process Improvement Specialist engages with internal and external functions and business lines to drive projects that improve existing processes and enhance the experience for both customers and colleagues. Through hands on experience, the Process Improvement Specialist has or will develop a strong understanding of the current and existing suite of tools, systems, and applications currently in use by the Consumer Contact Center. The Process Improvement Specialist will be able to assist in identification of improvement opportunities, independently evaluate these opportunities, and work with cross functional teams to develop and size improvements options. Finally, the Process Improvement Specialist will assist in change management activities that will support the delivery of improvement opportunities, including the development of implementation plans, communication plans and materials, and measurement plans to validate the positive impact of their improvements.
Responsibilities
Methodology: Supports the identification, evaluation, change delivery, and measurement of process improvement activities across all aspects of the initiative (e.g., people, process, technology & policy).
Data Analysis: Demonstrated ability to identify and define a business or process opportunity, develop a data collection plan, identify data sources, capture and/or collect data, and analyze using SQL, Python, or other data analysis tools and create visualizations or other outputs for internal or external customers.
Relationship Management: Demonstrates the ability to influence others using a variety of tactics; develops and maintains trusting relationships with key stakeholders to foster alignment, transparency, and collaboration.
Expertise: Has or is able to develop a strong knowledge of all Contact Center systems, tools, and applications.
Development: Models a learning culture and a continuous improvement mindset.
Competencies
Methodology: You have experience with process improvement methodologies (Lean Six Sigma, Continuous Improvement, etc.)
Data Analysis: You are comfortable collecting, analyzing, and synthesizing quantitative data from multiple sources to provide actionable insights.
Analytical and Critical Thinking: You can translate and synthesize information to understand business problems and offer creative insights that result in value-add practical solutions.
Measurement Systems: You are able to identify, establish, and standardize success metrics to visualize and validate improvement initiatives.
Facilitation: You are comfortable leading process mapping sessions that document current and future state processes and identify issues and pain points.
Leadership: You are a self-starter and can: challenge the status quo, take risks, envision the future, enable, empower, and motivate others to act and model Citizens’ Success Profile.
Communication: You successfully demonstrate the use of a variety of communication strategies, tools, and media that foster transparency, collaboration and most importantly, trust.
Change Management: You demonstrate the ability to influence others using a variety of tactics. You can develop and maintain relationships are comfortable facing adversity and addressing conflict. You can empower others to turn ideas into business results by utilizing standard project management tools.
Development: You are enthusiastic about continuous improvement in personal and professional settings. You seek and act upon constructive feedback.
Preferred Qualifications
Education & Certifications:
Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.
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.
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
Posting End Date: 10/08/2025
Process Improvement Specialist
The Transformation, Delivery and Improvement Team delivers new capabilities and leads improvements efforts for existing processes, products, and experiences within the Consumer Contact Center.
As a member of the Transformation, Delivery and Improvement Team, the Process Improvement Specialist engages with internal and external functions and business lines to drive projects that improve existing processes and enhance the experience for both customers and colleagues. Through hands on experience, the Process Improvement Specialist has or will develop a strong understanding of the current and existing suite of tools, systems, and applications currently in use by the Consumer Contact Center. The Process Improvement Specialist will be able to assist in identification of improvement opportunities, independently evaluate these opportunities, and work with cross functional teams to develop and size improvements options. Finally, the Process Improvement Specialist will assist in change management activities that will support the delivery of improvement opportunities, including the development of implementation plans, communication plans and materials, and measurement plans to validate the positive impact of their improvements.
Responsibilities
Methodology: Supports the identification, evaluation, change delivery, and measurement of process improvement activities across all aspects of the initiative (e.g., people, process, technology & policy).
Data Analysis: Demonstrated ability to identify and define a business or process opportunity, develop a data collection plan, identify data sources, capture and/or collect data, and analyze using SQL, Python, or other data analysis tools and create visualizations or other outputs for internal or external customers.
Relationship Management: Demonstrates the ability to influence others using a variety of tactics; develops and maintains trusting relationships with key stakeholders to foster alignment, transparency, and collaboration.
Expertise: Has or is able to develop a strong knowledge of all Contact Center systems, tools, and applications.
Development: Models a learning culture and a continuous improvement mindset.
Competencies
Methodology: You have experience with process improvement methodologies (Lean Six Sigma, Continuous Improvement, etc.)
Data Analysis: You are comfortable collecting, analyzing, and synthesizing quantitative data from multiple sources to provide actionable insights.
Analytical and Critical Thinking: You can translate and synthesize information to understand business problems and offer creative insights that result in value-add practical solutions.
Measurement Systems: You are able to identify, establish, and standardize success metrics to visualize and validate improvement initiatives.
Facilitation: You are comfortable leading process mapping sessions that document current and future state processes and identify issues and pain points.
Leadership: You are a self-starter and can: challenge the status quo, take risks, envision the future, enable, empower, and motivate others to act and model Citizens’ Success Profile.
Communication: You successfully demonstrate the use of a variety of communication strategies, tools, and media that foster transparency, collaboration and most importantly, trust.
Change Management: You demonstrate the ability to influence others using a variety of tactics. You can develop and maintain relationships are comfortable facing adversity and addressing conflict. You can empower others to turn ideas into business results by utilizing standard project management tools.
Development: You are enthusiastic about continuous improvement in personal and professional settings. You seek and act upon constructive feedback.
Preferred Qualifications
Education & Certifications:
- A bachelor’s degree in industrial engineering, Operations, or a similar field
- Lean Six Sigma Green Belt or Black Belt
- You have 1-3 years’ experience in process improvement, financial services, banking and/or contact centers.
- You demonstrate knowledge in one or more operational improvement frameworks, methodologies, or toolkits such as Lean, Six Sigma, Business Process Improvement, Continuous Improvement, or Change Management.
- Hours per Week: 40
- Work Schedule: 8:30am- 5:00pm Monday - Friday
Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.
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.
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
Posting End Date: 10/08/2025
