CHANGE LEAD- MDM | Customer 360 | Reference Data Programs

Overview

We are seeking a seasoned Change Manager and Program Manager to lead enterprise-scale Master Data Management (MDM), Customer 360, and Reference Data initiatives. This is a dual-mandate leadership role designed for a battle-tested professional who combines rigorous program governance with the organizational change expertise required to drive large-scale data transformation programs from strategy through execution.

The ideal candidate brings deep Big 4 consulting roots and a track record of turning complex data quality and governance challenges into measurable business outcomes.

Responsibilities

Program Leadership & Governance

• Own end-to-end program management for MDM, Customer 360, and Reference Data initiatives across multi-year, cross-functional delivery roadmaps
• Establish and maintain program governance structures including steering committees, RAID logs, decision frameworks, and milestone tracking
• Manage interdependence across workstreams, vendors, technology partners, and business units to ensure cohesive program delivery
• Drive resource planning, budget oversight, and schedule management across concurrent workstreams
• Lead program health assessments and proactively escalate risks with mitigation strategies

Change Management

• Design and execute enterprise change management strategies aligned to PROSCI/ADKAR or equivalent methodologies
• Conduct stakeholder impact assessments and readiness evaluations across business divisions affected by data transformation
• Develop and oversee communication plans, training curricula, and adoption roadmaps tailored to diverse audiences from frontline users to senior executives
• Lead organizational design considerations for new data governance roles, data steward communities, and operating model transitions
• Build and sustain executive sponsorship, navigating resistance and organizational friction with diplomatic precision

Data Quality Remediation

• Lead data quality remediation programs spanning profiling, root cause analysis, remediation playbooks, and ongoing monitoring
• Partner with data stewards, architects, and engineering teams to define data quality KPIs, SLAs, and issue resolution workflows
• Embed data quality accountability into business processes and operating norms as part of broader culture change
• Oversee data quality dashboards and executive reporting to track remediation progress against defined targets

Executive Communications

• Craft compelling executive content including board-level presentations, program status narratives, investment cases, and milestone briefings
• Translate complex technical data concepts into clear, business-relevant stories that drive decision-making at the executive level
• Facilitate executive steering committee sessions, workshops, and governance forums with confidence and clarity
• Create polished, insight-driven deliverables including roadmap decks, program scorecards, risk briefings, and transformation narratives

Qualifications

Bachelor''s Degree and 8 years of experience in Data Management, Data Analytics, Enterprise Risk Management OR High School Diploma or GED and 12 years of experience in Data Management, Data Analytics, Enterprise Risk Management

Experience

• 15+ years of progressive experience in program management and/or change management, with at least 8 years focused on enterprise data programs
• Mandatory Big 4 consulting experience (Deloitte, PwC, EY, or KPMG) with demonstrated client delivery leadership
• Proven delivery ownership of MDM, Customer 360, or Reference Data programs at Fortune 500 or large enterprise scale
• Experience running data councils and data forums with the ability to handle LOB leadership
• Deep hands-on experience leading data programs & data quality remediation programs including scoping, execution, and measurement
• Track record of directly engaging and influencing C-suite executives across multiple organizations or engagement contexts

Skills & Competencies

• Mastery of program management methodologies (PMI, SAFe, Agile, Waterfall, hybrid) and change management frameworks
• Exceptional executive communication and presentation skills - ability to create board-ready decks, briefing documents, and executive narratives with minimal guidance
• Strong command of data management concepts including data governance, metadata, data lineage, master data hierarchies, and golden record strategies
• Advanced stakeholder management skills with the ability to navigate complex organizational dynamics, competing priorities, and political landscapes
• Proficiency with program governance tooling (Jira, MS Project, ServiceNow, Smartsheet) and data quality platforms

Preferred Qualifications

• PMP, PgMP, or equivalent program management certification
• Experience with Informatica MDM, SAP MDG, Reltio, Stibo STEP, or comparable MDM platforms
• Exposure to CRM platforms (Salesforce, Microsoft Dynamics) and Customer 360 data architectures
• Industry experience in Banking or Financial Services
• MBA or advanced degree in Business, Information Management, or a related field

LI-XG1

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.

Bachelor''s Degree and 8 years of experience in Data Management, Data Analytics, Enterprise Risk Management OR High School Diploma or GED and 12 years of experience in Data Management, Data Analytics, Enterprise Risk Management

Experience

• 15+ years of progressive experience in program management and/or change management, with at least 8 years focused on enterprise data programs
• Mandatory Big 4 consulting experience (Deloitte, PwC, EY, or KPMG) with demonstrated client delivery leadership
• Proven delivery ownership of MDM, Customer 360, or Reference Data programs at Fortune 500 or large enterprise scale
• Experience running data councils and data forums with the ability to handle LOB leadership
• Deep hands-on experience leading data programs & data quality remediation programs including scoping, execution, and measurement
• Track record of directly engaging and influencing C-suite executives across multiple organizations or engagement contexts

Skills & Competencies

• Mastery of program management methodologies (PMI, SAFe, Agile, Waterfall, hybrid) and change management frameworks
• Exceptional executive communication and presentation skills - ability to create board-ready decks, briefing documents, and executive narratives with minimal guidance
• Strong command of data management concepts including data governance, metadata, data lineage, master data hierarchies, and golden record strategies
• Advanced stakeholder management skills with the ability to navigate complex organizational dynamics, competing priorities, and political landscapes
• Proficiency with program governance tooling (Jira, MS Project, ServiceNow, Smartsheet) and data quality platforms

Preferred Qualifications

• PMP, PgMP, or equivalent program management certification
• Experience with Informatica MDM, SAP MDG, Reltio, Stibo STEP, or comparable MDM platforms
• Exposure to CRM platforms (Salesforce, Microsoft Dynamics) and Customer 360 data architectures
• Industry experience in Banking or Financial Services
• MBA or advanced degree in Business, Information Management, or a related field

LI-XG1

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.