Beth Johnson

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.