Operational Excellence & Consulting Sr Analyst

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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