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September 13-15, 2021
The Marriott Marquis Times Square, New YorkVirtual only access also available

Beth Johnson
Chief Experience Officer at Citizens Financial Group

Profile

Beth Johnson is Chief Experience Officer (CXO) of Citizens Financial Group, Inc. Named to this role on Jan. 27, 2020, Johnson leads an organization focused on improving the customer experience by advancing the bank’s overall capabilities in customer analytics and digital. Specific areas of responsibility include digital experience design, enterprise customer analytics, customer experience, organizational transformation, brand and advertising, communications, and payment strategy.

Johnson previously served as chief marketing officer and head of virtual channels, responsible for corporate-wide marketing activities and for advancing Consumer Banking growth and profitability by leading and aligning the businesses’ strategy, brand, customer experience and data analytics efforts. She joined Citizens in October 2013 as head of Corporate Strategy.

Prior to joining Citizens in 2013, Johnson was a senior leader at Bain and Company. She served as a partner and leader of its customer strategy and marketing practice, specializing in financial services. She regularly co-authored Bain’s annual Customer Loyalty in Banking study.

Johnson also held roles at J.P. Morgan and Goldman Sachs, where she focused on fixed income and derivatives products for commercial banking clients as well as risk management. She earned a bachelor's degree in economics from Northwestern University and an MBA from Stanford University

Agenda Sessions

  • Keynote Address: Customer Insights - Sharing Real Life Examples Of Best Practice In CX And How To Blend Human & Digital CX

    3:00pm