Lori Dillon is Head of Marketing for Citizens. Lori and her team are responsible for defining and delivering the company’s corporate brand strategy, the consumer bank strategy as well as integrated product marketing plans. Dillon has been with Citizens for 24 years in various management roles and has an extensive background in financial services and operations. She most recently served as Director of Customer Experience where the team developed and designed the implementation of all customer experience improvements.  This included oversight of customer research and insights, reporting analytics, and problem resolution activities.   Lori also served as Director of Risk Management, and Director of Marketing Operations and Chief Financial Officer for Citizens Bank of Massachusetts. Dillon received an MBA from Bentley College and a Bachelor’s degree in Business Administration from the University of New Hampshire.