Digital Engagement Director

Citizens Financial Group, Inc. is one of the oldest and largest financial services firms in the United States. Headquartered in Providence, Rhode Island, where its roots date back to 1828, Citizens offers retail and commercial banking products and services to individuals, small businesses, middle-market companies, large corporations and institutions.

The Digital Engagement Director is responsible for developing a differentiated, world class, online customer engagement experience within the chat and social media platforms. This leader will drive the strategic evolution of our digital communications program as we expand the use of chat and social media to both service and sell to customers and prospects. Critical to this role is someone who can not only build a sales and service team but also a leader who can ensure that our program reduces service volume in higher cost channels and aids in the growth of digital sales. The ideal candidate for this position will bring a broad base of skills including operations management, customer service, technology management, sales, and marketing. * Develop the digital engagement roadmap, define the use of social media platforms and chat to service and sell to customers and prospects * Transform the sales chat business, in-sourcing personnel and offering extended capabilities and servicing hours * Leverage social media platforms (Facebook, Twitter) to service customer inquiries and handle complaints * Develop universal agents who can seamlessly handle customer inquiries via both social media and chat * Develop, refine and execute online chat customer engagement recommendations with internal/external partners * Manage reporting and analytics for chat and social media channels

* Operations and process management background * Contact center management * Excellent leadership and relationship building skills * Fast, informed decision maker * Excellent product and creative judgment * Strong prioritization skills and ability to quickly re-prioritize in a dynamic environment * Organized, controlled, engaged, polished meeting management * Web analytics * User experience * Testing and optimization **Education:** * Bachelor’s degree in Business, Management, Operations * Masters Degree – MBA Preferred * Experience / Background * 10+ years of operations/contact center/ ecommerce experience