The Operational Excellence Team partners across Citizens Bank to transform end-to-end processes and improve operating models. As a Senior Process Engineering Analyst, you will work with cross‑functional teams to drive customer‑centric process improvements using data, Lean methodologies, and change management practices. Your work will deliver measurable business value while strengthening a culture of continuous improvement.

Key Responsibilities

Process Improvement & Reengineering

• Lead or support end‑to‑end process improvement initiatives using Lean, Six Sigma, Process Reengineering, and related methodologies.
• Analyze current‑state processes, identify root causes, and design practical, data‑driven solutions.
• Address people, process, technology, and policy impacts to ensure sustainable outcomes.

Program & Engagement Management

• Scope, plan, and execute intermediate‑complexity engagements that deliver measurable business results.
• Partner with business lines to ensure solutions are implemented, adopted, and sustained.

Stakeholder & Change Leadership

• Build trusted relationships with stakeholders through strong communication, influence, and emotional intelligence.
• Proactively manage resistance, resolve conflict, and support change adoption.

Analytics & Measurement

• Use quantitative and qualitative data to generate insights and track performance.
• Define, standardize, and visualize success metrics to validate improvement initiatives.

Facilitation & Enablement

• Design and lead process mapping, problem‑solving, and improvement workshops.
• Develop documentation and training materials to support long‑term sustainability.

Capability Building

• Stay current on operational excellence trends and best practices.
• Mentor analysts and co‑ops, contributing to a high‑performing Operational Excellence team.

Core Competencies

• Leadership & Influence: Self‑starter who challenges the status quo and motivates others.
• Problem Solving: Comfortable with ambiguity; translates complex problems into actionable solutions.
• Communication: Clear, confident communicator with business leaders and teams.
• Change Management: Skilled at influencing, managing conflict, and driving adoption.
• Analytical Thinking: Strong critical thinking and synthesis of data and insights.
• Data & Tools: Proficient in Excel, SQL, Tableau, Minitab, and process mapping tools (e.g., Visio, Lucid).

Preferred Qualifications

• Education: BS/BA required (science or engineering preferred).
• Experience:
  • 5+ years in operational improvement, consulting, financial services, or banking.
  • Hands‑on experience with Lean, Six Sigma, process improvement, and change management.
  • Proven ability to link strategy to execution and learn through experimentation.
  • Experience with Microsoft Office, SQL, Tableau, Minitab, and process mapping tools.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Monday - Friday

Pay Transparency

The salary range for this position is $100,000- $110,000 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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Background Check

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.