Refurbishment Program Lead

The Refurbishment Program Lead will work closely with the Strategy Director to help determine the branch refresh/reformat strategy for modernization initiatives across the Citizens Bank network. This individual will oversee the governance approach, execution roadmap, and multi-year portfolio of refresh, reformat, and refurbishment investments designed to enhance customer experience, modernize the physical environment, improve operational efficiency, and align capital deployment to market opportunity and network strategy.

This role operates at the intersection of network strategy, design, real estate, capital planning, and field execution, and requires strong cross-functional leadership, disciplined program management, and the ability to partner on strategic direction while translating agreed-upon priorities into scalable, high-quality delivery.

• Partner with the Strategy Director to shape the enterprise-wide branch refresh/reformat strategy, including the long-term roadmap and annual investment plans
• Support portfolio prioritization frameworks aligned to customer experience, market opportunity, asset condition, and financial returns
• Oversee end-to-end execution of projects from intake through design, approvals, construction, and closeout
• Ensure delivery against scope, budget, and timeline while minimizing disruption to branch operations
• Lead governance routines, including executive reporting, capital allocation decisions, and issue escalation
• Partner across strategy, design, real estate, finance, procurement, technology, operations, and field leadership
• Build standardized processes, tools, and templates to improve efficiency and consistency
• Drive continuous improvement, vendor performance optimization, and cycle time reduction
• Lead, coach, and develop a high-performing, cross-functional program team

• 5-10+ years of experience in retail real estate, branch transformation, construction program management, or multi-site operations
• Proven experience managing large-scale refresh, remodel, or refurbishment portfolios
• Strong program management, capital planning, and financial acumen
• Demonstrated success influencing senior executives in a matrixed organization
• Experience building governance frameworks and scalable operating models
• Exceptional communication and executive presentation skills

Preferred:

• Experience in retail banking or financial services
• Familiarity with branch formats, customer experience design, and network optimization strategies
• Bachelor’s degree required; advanced degree preferred

Pay Transparency: The salary range for this position is $146,000-$191,000 per year. Actual pay is based on various factors including but not limited to the budget, 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 very local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits .

This role is location-flexible within designated Citizens Bank markets; availability is limited to specific footprint locations

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.