When covid started making its impact in early 2020, the Providence, Rhode Island headquartered Citizens Financial Group was in the midst of a major digital transformation. The pandemic temporarily slowed down the pace of the transformation, yet like several financial services institution, the bank, today 13th in the list of largest banks in the U.S., had to hasten this process in order that it is not left behind in the digital journey that these institutions had to compulsorily adopt.
One of the challenges it faced then was to help it customers avail of banking services in an environment of lock downs and shut downs. It perforce created innovative approaches like enabling customers to seamlessly interact with the bank through channels of their preference and it had to ready its staff to meet such a work environment. For the staff, the bank initiated an incentive plan what is aligned with its digital strategy. The overhaul in the HR strategy was indeed an organization-wide effort.
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