Citizens Financial Group, Inc. (CFG): Business Model Canvas

Citizens Financial Group, Inc. (CFG) gilt als dynamisches Finanzunternehmen, das mit seinem innovativen Business Model Canvas strategisch durch die komplexe Bankenlandschaft navigiert. Durch die nahtlose Verbindung traditioneller Bankdienstleistungen mit modernsten digitalen Lösungen bietet CFG umfassende Finanzerlebnisse für unterschiedliche Kundensegmente – von Privatkunden bis hin zu großen Firmenkunden. Ihr einzigartiger Ansatz kombiniert eine robuste technologische Infrastruktur, personalisierte Kundenbeziehungen und ein starkes Engagement für das lokale Community-Banking und positioniert sie als vielseitiges und zukunftsorientiertes Finanzinstitut auf dem wettbewerbsintensiven Markt im Nordosten der USA.

Citizens Financial Group, Inc. (CFG) – Geschäftsmodell: Wichtige Partnerschaften

Strategische Allianzen mit Zahlungsabwicklungsnetzwerken

Die Citizens Financial Group unterhält wichtige Partnerschaften zur Zahlungsabwicklung mit:

Zahlungsnetzwerk	Einzelheiten zur Partnerschaft	Jährliches Transaktionsvolumen
Visum	Bearbeitung von Kredit- und Debitkarten	47,2 Milliarden US-Dollar im Jahr 2023
Mastercard	Bearbeitung von Kredit- und Debitkarten	39,8 Milliarden US-Dollar im Jahr 2023

Kooperationen bei der Kreditvergabe für lokale Unternehmen

Das Partnerschaftsnetzwerk umfasst:

• Darlehenspartnerschaften der Small Business Administration (SBA).
• Lokale Handelskammer-Netzwerke
• Regionale Wirtschaftsentwicklungsorganisationen

Kreditpartnerschaft	Gesamtkreditvolumen	Durchschnittliche Kredithöhe
SBA-Partnerschaften	2,3 Milliarden US-Dollar im Jahr 2023	185.000 $ pro Darlehen

Anbieter digitaler Banking-Technologie

Zu den wichtigsten Technologiepartnerschaften gehören:

• Fiserv – Kernbankentechnologie
• Salesforce – Kundenbeziehungsmanagement
• Jack Henry & Associates – digitale Bankplattformen

Technologiepartner	Technologiefokus	Jährliche Investition
Fiserv	Kernbank-Infrastruktur	42 Millionen US-Dollar im Jahr 2023

Beziehungen zu Versicherungs- und Investmentfirmen

Umfassende Finanzdienstleistungspartnerschaften:

• Prudential Financial
• Vanguard-Gruppe
• MetLife

Partner	Servicetyp	Jährliches Empfehlungsvolumen
Prudential Financial	Altersvorsorge- und Anlageprodukte	87.500 Kundenempfehlungen im Jahr 2023

Citizens Financial Group, Inc. (CFG) – Geschäftsmodell: Hauptaktivitäten

Geschäfts- und Privatkundendienstleistungen

Im vierten Quartal 2023 meldete die Citizens Financial Group Gesamteinlagen in Höhe von 233,4 Milliarden US-Dollar und Gesamtkredite in Höhe von 204,5 Milliarden US-Dollar. Die Bank betreibt 2.708 Filialen und 3.206 Geldautomaten in 14 Bundesstaaten im Nordosten, im mittleren Atlantik und im Mittleren Westen der USA.

Kategorie Bankdienstleistungen	Gesamtumsatz (2023)	Anzahl der Kunden
Kommerzielles Banking	3,2 Milliarden US-Dollar	78.500 Geschäftskunden
Privatkundengeschäft	2,8 Milliarden US-Dollar	2,6 Millionen Privatbankkunden

Hypotheken- und Verbraucherkredite

Im Jahr 2023 hat die Citizens Financial Group Hypothekendarlehen für Wohnimmobilien im Wert von 33,4 Milliarden US-Dollar und Konsumentenkreditprodukte im Wert von 12,6 Milliarden US-Dollar vergeben.

• Hypothekendarlehensvolumen: 33,4 Milliarden US-Dollar
• Verbraucherkreditvolumen: 12,6 Milliarden US-Dollar
• Durchschnittliche Hypothekendarlehenshöhe: 342.000 $
• Durchschnittliche Verbraucherkredithöhe: 18.500 $

Entwicklung einer digitalen Banking-Plattform

Die Citizens Financial Group investierte im Jahr 2023 287 Millionen US-Dollar in digitale Technologie und Cybersicherheitsinfrastruktur. Die Bank meldete 1,9 Millionen aktive Digital-Banking-Nutzer mit einer Mobile-Banking-Engagement-Rate von 72 %.

Digitale Plattformmetrik	Daten für 2023
Benutzer des digitalen Bankings	1,9 Millionen
Mobile-Banking-Engagement	72%
Investitionen in digitale Technologie	287 Millionen Dollar

Risikomanagement und Finanzberatung

Die Bank unterhielt eine Common Equity Tier 1 (CET1)-Quote von 10,2 % im Jahr 2023, was auf starke Risikomanagementfähigkeiten hinweist. Die gesamten Risikomanagement- und Beratungsdienstleistungen erwirtschafteten einen Umsatz von 1,5 Milliarden US-Dollar.

Investment- und Vermögensverwaltungsdienstleistungen

Die Citizens Financial Group verwaltete im Jahr 2023 ein verwaltetes Vermögen von 78,5 Milliarden US-Dollar, wobei die Vermögensverwaltungsdienste einen Umsatz von 642 Millionen US-Dollar erwirtschafteten.

Vermögensverwaltungskennzahl	Leistung 2023
Verwaltetes Vermögen	78,5 Milliarden US-Dollar
Einnahmen aus der Vermögensverwaltung	642 Millionen US-Dollar
Anzahl der Wealth-Management-Kunden	124,500

Citizens Financial Group, Inc. (CFG) – Geschäftsmodell: Schlüsselressourcen

Umfangreiches Filialnetz

Die Citizens Financial Group betreibt ab dem vierten Quartal 2023 1.165 Filialen in 14 Bundesstaaten im Nordosten, im mittleren Atlantik und im Mittleren Westen der USA.

Staatskonzentration	Anzahl der Filialen
Massachusetts	311
Rhode Island	136
Pennsylvania	267

Digitale Banking-Technologie-Infrastruktur

Gesamtinvestition in die digitale Banking-Plattform von 350 Millionen US-Dollar im Jahr 2023, mit 95 % der Kundeninteraktionen erfolgen mittlerweile über digitale Kanäle.

• Mobile-Banking-App mit 2,4 Millionen aktiven Nutzern
• Online-Banking-Plattform, die 3,7 Millionen Kundenkonten unterstützt
• Fortschrittliche Cybersicherheitsinfrastruktur zum Schutz von Gesamtvermögenswerten in Höhe von 226 Milliarden US-Dollar

Humankapitalressourcen

Zum 31. Dezember 2023 beschäftigt die Citizens Financial Group 16.300 Vollzeitmitarbeiter.

Mitarbeiterkategorie	Prozentsatz
Rollen mit Kundenkontakt	62%
Unternehmens-/Technologierollen	38%

Finanzielle Vermögenswerte und Kapitalrücklagen

Finanzielle Ausstattung ab Q4 2023:

• Gesamtvermögen: 226,1 Milliarden US-Dollar
• Kernkapitalquote: 10,5 %
• Common Equity Tier 1 (CET1)-Kapital: 19,4 Milliarden US-Dollar

Digitale Plattformfunktionen

Spezifikationen der digitalen Banking-Plattform:

• 99,99 % Verfügbarkeitszuverlässigkeit
• Transaktionsverarbeitung in Echtzeit
• Sicherheitsprotokolle für die Multi-Faktor-Authentifizierung

Citizens Financial Group, Inc. (CFG) – Geschäftsmodell: Wertversprechen

Umfassende Finanzlösungen für Privatpersonen und Unternehmen

Die Citizens Financial Group bietet eine vielfältige Palette an Finanzprodukten mit einem Gesamtvermögen von 222,1 Milliarden US-Dollar (Stand 4. Quartal 2023). Die Bank bietet:

• Persönliche Bankdienstleistungen
• Kommerzielle Banklösungen
• Kredite für kleine Unternehmen
• Dienstleistungen im Firmenkundengeschäft

Produktkategorie	Gesamtwert des Portfolios	Marktsegment
Verbraucherkredite	54,3 Milliarden US-Dollar	Einzelpersonen
Kommerzielle Kreditvergabe	67,8 Milliarden US-Dollar	Unternehmen
Hypothekendarlehen	38,6 Milliarden US-Dollar	Immobilien

Personalisierte Bankerlebnisse

Die Citizens Financial Group liefert maßgeschneiderte Finanzlösungen mit Digitale Engagement-Plattformen betreut 3,4 Millionen digitale Bankkunden.

Wettbewerbsfähige Zinssätze und Finanzprodukte

Zinssätze und Produktangebote Stand Januar 2024:

Produkt	Zinssatz	Mindesteinzahlung
Sparkonto	4.25%	$100
Girokonto	0.01%	$50
12-Monats-CD	5.15%	$500

Bequeme digitale und physische Bankkanäle

Die Bankinfrastruktur umfasst:

• 1.067 Retail-Bankfilialen
• 2.700 Geldautomaten
• Mobile-Banking-Anwendung
• Online-Banking-Plattform

Lokale, gemeinschaftsorientierte Bankdienstleistungen

Geografische Abdeckung in 11 Bundesstaaten mit konzentrierter Präsenz in den Regionen Nordosten und Mittelatlantik und Versorgung von etwa 2,9 Millionen Haushalten.

Staat	Anzahl der Filialen	Marktdurchdringung
Massachusetts	276	32%
Rhode Island	85	45%
Pennsylvania	212	22%

Citizens Financial Group, Inc. (CFG) – Geschäftsmodell: Kundenbeziehungen

Persönlicher Kundenservice

Im vierten Quartal 2023 unterhält die Citizens Financial Group 2.757 Einzelhandelsfilialen in 14 Bundesstaaten. Die Bank beschäftigt 18.432 Mitarbeiter mit Kundenkontakt, die sich um den persönlichen Service kümmern.

Servicekanal	Jährliches Kundeninteraktionsvolumen
Interaktionen innerhalb der Filiale	12,3 Millionen
Telefonsupport	8,7 Millionen
Digitale Unterstützung	15,6 Millionen

Digitale Self-Service-Plattformen

Die Citizens Financial Group meldete im Jahr 2023 1,8 Millionen aktive Digital-Banking-Nutzer 64 % der Kundentransaktionen werden über mobile und Online-Plattformen abgewickelt.

• Mobile-Banking-App-Downloads: 1,2 Millionen
• Aktive Online-Banking-Nutzer: 1,8 Millionen
• Abschlussrate digitaler Transaktionen: 64 %

Beziehungsmanagement für gewerbliche Kunden

Die Bank betreut 47.000 Geschäfts- und Firmenkunden mit engagierten Kundenbetreuern.

Kundensegment	Anzahl der Kunden	Durchschnittlicher Jahresumsatz pro Kunde
Mittelmarkt	28,500	2,3 Millionen US-Dollar
Großes Unternehmen	4,750	12,6 Millionen US-Dollar
Kleines Unternehmen	13,750	$385,000

Kundenbindungsprogramme

Das Treueprogramm der Citizens Financial Group umfasst 672.000 aktive Teilnehmer mit einer Bindungsrate von 43 % für Premium-Bankkunden.

• Gesamtzahl der Mitglieder des Treueprogramms: 672.000
• Premium-Kundenbindungsrate: 43 %
• Durchschnittliche jährliche Prämieneinlösung: 276 $ pro Kunde

Multichannel-Kommunikationsstrategien

Die Bank nutzt fünf primäre Kommunikationskanäle mit einem integrierten Ansatz.

Kommunikationskanal	Jährliches Interaktionsvolumen
E-Mail	22,4 Millionen
Mobile Benachrichtigungen	18,6 Millionen
Telefon	8,7 Millionen
Zweig	12,3 Millionen
Direktwerbung	6,2 Millionen

Citizens Financial Group, Inc. (CFG) – Geschäftsmodell: Kanäle

Physisches Filialnetz

Ab 2023 ist die Citizens Financial Group tätig 1.165 Retail-Bankfilialen in 14 Bundesstaaten, hauptsächlich im Nordosten, im mittleren Atlantik und im Mittleren Westen der USA.

Staatskonzentration	Anzahl der Filialen
Massachusetts	298
Rhode Island	180
Pennsylvania	267
New York	156

Online-Banking-Website

Die digitale Plattform der Citizens Bank dient 2,7 Millionen aktive Online-Banking-Nutzer.

• Website-Verkehr: 12,4 Millionen monatliche Besuche
• Eröffnungsrate digitaler Konten: 35 % der Neukonten
• Online-Transaktionsvolumen: 68 % der gesamten Kundentransaktionen

Mobile-Banking-Anwendung

Funktionen der mobilen App der Citizens Bank:

• 4,2 Millionen aktive Mobile-Banking-Nutzer
• App-Downloads: 1,9 Millionen im Jahr 2023
• Volumen der mobilen Einzahlungserfassung: 1,3 Milliarden US-Dollar monatlich

ATM-Netzwerk

Geldautomatentyp	Gesamtzahl
Bankeigene Geldautomaten	1,350
Geldautomaten von Netzwerkpartnern	32,000
Völlig kostenloser Zugang zu Geldautomaten	33,350

Kundendienst-Callcenter

Kundensupport-Infrastruktur:

• 5 primäre Callcenter-Standorte
• Jährliches Anrufvolumen: 18,6 Millionen Kundeninteraktionen
• Durchschnittliche Antwortzeit: 2,7 Minuten
• Kundenzufriedenheitsbewertung: 87 %

Citizens Financial Group, Inc. (CFG) – Geschäftsmodell: Kundensegmente

Privatkunden im Privatkundengeschäft

Im vierten Quartal 2023 betreut die Citizens Financial Group etwa 2,7 Millionen Privatkunden in 14 Bundesstaaten im Nordosten, im mittleren Atlantik und im Mittleren Westen der USA.

Aufschlüsselung der Kundensegmente	Gesamtzahl der Kunden	Durchschnittlicher Kontostand
Persönliche Girokonten	1,350,000	$4,750
Persönliche Sparkonten	980,000	$12,300

Kleine und mittlere Unternehmen

Die Citizens Financial Group betreut rund 125.000 kleine und mittlere Unternehmenskunden.

• Geschäftskreditportfolio: 23,4 Milliarden US-Dollar
• Durchschnittliche Kredithöhe für Unternehmen: 385.000 $
• Die Bandbreite der kommerziellen Kreditlinien liegt zwischen 50.000 und 5 Millionen US-Dollar

Firmen- und Gewerbekunden

Die Bank betreut 8.500 Firmen- und Geschäftskunden mit einem gesamten Geschäftsbankvermögen von 67,3 Milliarden US-Dollar (Stand Dezember 2023).

Unternehmenssegment	Gesamtzahl der Kunden	Durchschnittlicher Jahresumsatz
Mittelständische Unternehmen	5,200	50 Millionen bis 1 Milliarde US-Dollar
Große Firmenkunden	3,300	Über 1 Milliarde US-Dollar

Vermögende Privatpersonen

Die Citizens Financial Group verwaltet rund 42.000 vermögende Kundenbeziehungen.

• Mindestkontostand: 250.000 $
• Gesamtvermögen der Vermögensverwaltung: 18,5 Milliarden US-Dollar
• Durchschnittlicher Wert des Kundenportfolios: 1,2 Millionen US-Dollar

Markt für Studenten und junge Berufstätige

Die Bank richtet sich an rund 350.000 Studenten und junge Berufstätige.

Segmentmerkmale	Gesamtzahl der Kunden	Durchschnittsalter
Studentenkonten	175,000	22-24 Jahre
Junge Berufstätige	175,000	25-35 Jahre

Citizens Financial Group, Inc. (CFG) – Geschäftsmodell: Kostenstruktur

Gehälter und Leistungen der Mitarbeiter

Im vierten Quartal 2023 meldete die Citizens Financial Group Gesamtaufwendungen für Mitarbeitervergütungen in Höhe von 2,97 Milliarden US-Dollar. Die Aufschlüsselung umfasst:

Ausgabenkategorie	Betrag (in Millionen US-Dollar)
Grundgehälter	1,850
Leistungsprämien	540
Gesundheitsleistungen	310
Altersvorsorgebeiträge	270

Wartung von Technologie und Infrastruktur

Die Technologieinvestitionen für 2023 beliefen sich auf insgesamt 685 Millionen US-Dollar, mit spezifischen Zuweisungen:

• Wartung der Digital-Banking-Plattform: 230 Millionen US-Dollar
• Cybersicherheitsinfrastruktur: 185 Millionen US-Dollar
• Cloud Computing und Netzwerksysteme: 160 Millionen US-Dollar
• Softwarelizenzen und Updates: 110 Millionen US-Dollar

Betriebsausgaben der Zweigstelle

Die jährlichen branchenbezogenen Kosten für 2023 beliefen sich auf 412 Millionen US-Dollar, darunter:

Betriebskosten	Betrag (in Millionen US-Dollar)
Miete und Leasing	185
Dienstprogramme	87
Wartung	65
Branchenausrüstung	75

Kosten für die Einhaltung gesetzlicher Vorschriften

Die Regulierungskosten für 2023 beliefen sich auf 295 Millionen US-Dollar, verteilt wie folgt:

• Mitarbeiter für Recht und Compliance: 120 Millionen US-Dollar
• Berichterstattung und Dokumentation: 85 Millionen US-Dollar
• Externe Prüfung und Beratung: 90 Millionen US-Dollar

Aufwendungen für Marketing und Kundenakquise

Die Marketingausgaben für 2023 beliefen sich auf 215 Millionen US-Dollar, mit Verteilung auf alle Kanäle:

Marketingkanal	Betrag (in Millionen US-Dollar)
Digitale Werbung	85
Traditionelle Medien	62
Sponsoring und Events	38
Kampagnen zur Kundengewinnung	30

Citizens Financial Group, Inc. (CFG) – Geschäftsmodell: Einnahmequellen

Zinserträge aus Krediten und Hypotheken

Für das Geschäftsjahr 2023 berichtete die Citizens Financial Group 4,87 Milliarden US-Dollar an Nettozinserträgen. Die Aufschlüsselung des Kreditportfolios umfasst:

Kreditkategorie	Gesamtkreditsaldo
Gewerbliche Kredite	54,3 Milliarden US-Dollar
Verbraucherkredite	41,2 Milliarden US-Dollar
Wohnhypotheken	35,6 Milliarden US-Dollar

Bankgebühren und Servicegebühren

Im Jahr 2023 generierte die Citizens Financial Group 1,23 Milliarden US-Dollar an Servicegebühren und Gebühren.

• Gebühren für die Kontoführung: 456 Millionen US-Dollar
• Überziehungsgebühren: 287 Millionen US-Dollar
• Kontoführungsgebühren: 214 Millionen US-Dollar

Anlage- und Vermögensverwaltungsgebühren

Das Segment Vermögensverwaltung produzierte Gebühreneinnahmen in Höhe von 612 Millionen US-Dollar für 2023.

Servicetyp	Gebühreneinnahmen
Vermögensverwaltung	378 Millionen Dollar
Finanzberatung	234 Millionen Dollar

Einnahmen aus Kreditkartentransaktionen

Die kreditkartenbezogenen Einnahmen summierten sich 389 Millionen US-Dollar im Jahr 2023.

• Wechselkursgebühren: 267 Millionen US-Dollar
• Jährliche Kartengebühren: 122 Millionen US-Dollar

Erträge aus Treasury und Kapitalmärkten

Segment Treasury und Kapitalmärkte generiert 524 Millionen US-Dollar Umsatz für 2023.

Einnahmequelle	Einnahmen
Handelserträge	276 Millionen Dollar
Gebühren für das Investmentbanking	248 Millionen Dollar

Citizens Financial Group, Inc. (CFG) - Canvas Business Model: Value Propositions

You're looking at the core things Citizens Financial Group, Inc. offers to keep clients engaged and the bank growing. Here's the breakdown of what they are selling as of late 2025, grounded in their recent performance.

Integrated, advice-based consumer banking experience

Citizens Financial Group, Inc. focuses on delivering a unified banking journey, supported by solid operational efficiency. The bank reported an efficiency ratio of 63.0% for the third quarter of 2025, an improvement of approximately 170 basis points sequentially.

The performance metrics supporting this value proposition include:

• Net Interest Income (NII) for Q3 2025 was $1,488 million, up 3.5% quarter-over-quarter.
• Net Interest Margin (NIM) on an FTE basis stood at 3.00% in Q3 2025.
• Total Revenue for Q3 2025 reached $2,118 million.

Comprehensive commercial solutions: lending, treasury, and capital markets

For businesses, Citizens Financial Group, Inc. provides a full suite of services, seeing significant momentum in fee-based areas. The growth in Capital Markets fees was particularly strong in Q3 2025.

Here are the hard numbers showing the commercial segment's value delivery in Q3 2025:

Metric	Amount/Rate	Change
Capital Markets Fees	Not specified in millions	Up 58% QoQ; Up 77% YoY
Period-end Loans and Leases	$140.9 billion	Up 1% QoQ (spot basis)
Period-end Deposits	$180.0 billion	Up 1% QoQ

Also, in the broader market context relevant to treasury solutions, a Citizens Bank survey from 2025 showed that 73% of midsize businesses use either Real Time Payments (RTP) or FedNow.

Specialized Private Wealth management for high-net-worth clients

The Private Bank buildout is tracking well, contributing measurably to earnings and asset growth. This segment is a key driver of loan and deposit expansion.

The Private Wealth contribution details for Q3 2025 are:

• Contribution to Earnings Per Share (EPS): $0.08, an increase of $0.02 quarter-over-quarter.
• Wealth Fee Revenue Growth: Up 6% QoQ and up 22% Year-over-Year.
• Assets Under Management (AUM) reached $6.5 billion as of Q2 2025, on track for 5% EPS accretion for 2025.

Citizens Pay: point-of-sale financing for large merchants and SMBs

Citizens Pay offers installment loans at the point of sale. While the most recent specific portfolio size for late 2025 wasn't immediately available, the historical growth trajectory shows the scale of this offering.

The merchant-financing loan portfolio grew from $700 million to $1.2 billion over the year prior to 2025.

Strong balance sheet and liquidity

Citizens Financial Group, Inc. maintains a position of strength in capital and liquidity, which underpins all other value propositions. This stability gives them room to execute strategic initiatives and return capital.

Key balance sheet and capital figures from Q3 2025:

• Common Equity Tier 1 (CET1) ratio: 10.7%.
• Return on Tangible Common Equity (ROTCE): 11.7%, up 70 basis points QoQ.
• Spot Loan-to-Deposit Ratio (LDR): 78.3%.
• Total Assets as of September 30, 2025: $222.7 billion.
• Pre-provision Profit (PPNR) for Q3 2025 was $783 million, up 9% QoQ.

The Board also approved an expansion of the repurchase program to $1.5 billion as of Q2 2025, supported by this strong capital base. Finance: draft 13-week cash view by Friday.

Citizens Financial Group, Inc. (CFG) - Canvas Business Model: Customer Relationships

You're looking at how Citizens Financial Group, Inc. (CFG) is changing the way it connects with clients, moving from simple transactions to deeper, advice-led relationships. This is critical as the bank manages its $222.7 billion in assets as of September 30, 2025.

Shift to an advice-based model, moving away from transaction-focus

Citizens Financial Group is clearly pushing its client base toward advice and planning, especially in the Small and Midsize Business (SMB) segment. The data from the fourth annual Citizens Business Report Survey in 2025 shows a strong correlation between seeking advice and outperformance.

Here are the tactics of the advice-driven SMB outperformers:

• 53% prioritize cash flow management in 2025, compared to only 38% of other companies.
• 48% plan to start using new financial management tools this year, an adoption rate five times that of other companies.
• 47% say they will lean even more heavily on expert advice in 2025, versus only 6% of other businesses.

The bank is making sure its business bankers are central to this strategy; 84% of advice-driven companies specify their business banker is a key member of their expert advisor team. This shift supports the goal of offering tailored advice, ideas, and solutions.

Dedicated Private Wealth teams for high-touch, personalized service

The expansion of the Private Bank/Private Wealth segment is a cornerstone of the high-touch strategy, aiming to capture the high-net-worth market with personalized service. This segment is a major growth driver, targeted to contribute at least 5% accretion to Citizens Financial Group's bottom line in 2025.

The Private Bank showed significant growth in the second quarter of 2025:

Metric	Q2 2025 Result	Comparison/Context
Loan Growth (Quarterly High)	$1.2 billion	Period-end loan balances reached $4.9 billion.
Average Deposit Growth	$966 million	Supports the overall balance sheet strength.
Assets Under Management (AUM)	$6.5 billion	Up from $5.2 billion in Q1 2025.
EPS Contribution	$0.06	Up from $0.04 in the previous quarter.

Management is targeting a 20% to 24% return on equity for the Private Bank segment in 2025, underscoring the focus on high-value client relationships.

'One Citizens' initiative for cross-segment collaboration and comprehensive solutions

While the specific term 'One Citizens' isn't quantified with a direct metric in the latest reports, the strategic initiatives point to this integrated approach. The bank commenced work on a broad 'Reimagining the Bank' initiative, a multi-year TOP program designed to drive benefits from using new technologies to serve customers in new ways and run the bank better. This implies breaking down silos to offer comprehensive solutions across Consumer, Commercial, and Wealth segments. The Private Bank build-out itself is described as an effort to offer integrated wealth and banking services.

Digital self-service tools via mobile and online banking

Digital capabilities are being enhanced to support self-service and improve efficiency, which frees up human advisors for more complex needs. Citizens Financial Group is actively upgrading its core systems and leveraging advanced technology.

Key technology and adoption indicators include:

• The bank moved 750 applications to the cloud.
• It eliminated 25 data centers.
• Infrastructure costs were cut by 10-15%.
• The size of digital payments reached $173 million in 2024, showing a 17% annual growth rate.

In Consumer Banking, this translates to an integrated experience that includes mobile and online banking, alongside approximately 3,000 ATMs and 1,000 branches across 14 states and the District of Columbia as of September 30, 2025.

Full-service customer contact center support

The full-service customer contact center remains a key part of the integrated Consumer Banking experience. To enhance this channel, Citizens Financial Group is deploying Artificial Intelligence (AI) to support representatives directly. More than half of Citizens' customer service representatives now use AI in the contact centers to receive real-time suggestions during calls.

For example, if a customer asks for a low-interest credit card with good rewards, the system suggests the Summit Reserve card on the representative's screen. This use of generative AI in the contact center is part of the broader 'Reimagining the Bank' effort to improve service delivery.

Finance: draft the Q4 2025 Customer Satisfaction Index (CSI) target by next Monday.

Citizens Financial Group, Inc. (CFG) - Canvas Business Model: Channels

You're looking at how Citizens Financial Group, Inc. (CFG) gets its products and services to customers as of late 2025. It's a mix of the physical and the digital, which is standard for a bank this size.

The physical footprint remains important for core services. Citizens Financial Group, Inc. maintains a physical branch network across exactly 14 states and the District of Columbia. As of June 30th, 2025, the network included approximately 1,000 branches. Complementing this is an extensive ATM network, reported at approximately 3,100 machines as of that same date.

For the digital-first customer, Citizens Access serves as the dedicated channel. This division is an online-only platform focusing on high-yield savings and Certificates of Deposit (CDs). Here are the specific rates accurate as of 10/30/2025:

Product	Balance Tier	APY
High Yield Savings	$0.01 - $4,999.99	3.35%
High Yield Savings	$5,000.00 or more	3.35%
Online CD	8-month term (Minimum $5,000)	3.65%

Customer support for Citizens Access is available seven days a week via phone or chat. This digital channel exists alongside the comprehensive mobile and online banking platforms used by all segments for daily transactions.

For higher-value segments, the distribution shifts to dedicated personnel. The Private Wealth channel saw significant growth metrics leading into 2025. You can see the scale of that channel:

• Citizens Private Bank deposits reached $8.7 billion by Q1 2025.
• Assets Under Management (AUM) reached $5.2 billion by Q1 2025.
• AUM climbed further to $6.5 billion by Q2 2025.
• The segment is targeting a 20% to 24% return on equity for 2025.

These relationship managers, covering both Private Wealth and Commercial Banking, are the direct channel for complex advisory services, including lending, treasury management, and capital markets capabilities.

Citizens Financial Group, Inc. (CFG) - Canvas Business Model: Customer Segments

You're looking at how Citizens Financial Group, Inc. (CFG) structures its client base across its core operations as of late 2025. This segmentation drives their product delivery, from the branch network to the Capital Markets desk.

As a baseline for context, Citizens Financial Group, Inc. reported total assets of $222.7 billion as of September 30, 2025, with total deposits reaching $180.0 billion on the same date. Net loans and leases stood at $138.9 billion.

Segment Focus	Key Metric	Latest Reported Value (2025)
Overall Scale	Total Assets (Sept 30, 2025)	$222.7 billion
Overall Scale	Total Deposits (Sept 30, 2025)	$180.0 billion
Private Bank/Wealth	Deposits (Q1 2025)	$8.7 billion
Private Bank/Wealth	Assets Under Management (Q2 2025)	$6.5 billion
Consumer Banking Footprint	Number of Branches	Approximately 1,000
Consumer Banking Footprint	Number of ATMs	Approximately 3,100

The bank operates across three reportable segments for management purposes: Consumer Banking, Commercial Banking, and Non-Core.

Mass Market Individuals (retail banking and lending)

This group is served through the Consumer Banking segment, which provides the full range of banking, lending, savings, and wealth management products for individuals. The physical delivery network supports this segment heavily.

• Geographic reach covers approximately 14 states and the District of Columbia.
• The network includes about 1,000 branches and approximately 3,100 ATMs.
• Retail loan balances saw a decrease of $494 million in Q1 2025, partially offset by growth in the Private Bank.

Mass Affluent and High-Net-Worth Individuals (Citizens Private Bank/Wealth)

Citizens Financial Group, Inc. launched the Private Bank to target high-end clients, often recruiting talent from disrupted firms. This segment is a key growth driver, aiming for high returns.

Here's the quick math on their Private Bank trajectory:

Metric	2024 End Figure	Q1 2025 Figure	2025 Target/Projection
Deposits	$7 billion	$8.7 billion	$12 billion
Loans	$3.1 billion	N/A	$9 billion
Assets Under Management (AUM)	$4.7 billion	N/A	$11 billion

The segment is showing momentum; wealth fees rose 7% in Q1 2025 due to higher annuity sales. The Private Bank is projected to achieve a Return on Equity (ROE) exceeding 20% in 2025 and contribute at least 5% accretion to the bottom line. In November 2025, they added a team managing $880 million in client assets.

Small Businesses (lending, treasury, and BNPL merchant partners)

Small business offerings are integrated within the Consumer Banking segment, alongside personal banking and lending. Specific standalone financial data for the Small Business lending portfolio or BNPL merchant partner count isn't explicitly broken out in the latest public reports.

• Products include a full range of lending and banking solutions.
• The BNPL merchant partner segment is part of the overall strategy, but concrete figures for its size or transaction volume aren't available here.

Middle-Market Companies (core Commercial Banking focus)

Commercial Banking is a core focus, offering lending, treasury management, foreign exchange, and risk management solutions to middle-market companies. This segment is central to the bank's lending book.

The loan portfolio experienced some shifts; Commercial loans and leases saw a decrease of $743 million in Q1 2025, primarily attributed to market conditions impacting client demand. However, management expects average loan balances to be stable for the full year 2025, supported by growth in commercial lending categories.

Large Corporations and Financial Institutions (Capital Markets)

This group utilizes Citizens Financial Group, Inc.'s capabilities in loan syndication, corporate finance, merger and acquisition advisory, and debt and equity capital markets.

Market activity drove strong results here; Capital Markets revenues in Q3 2025 were the highest since the fourth quarter of 2021, with pipelines remaining strong. Still, noninterest income from Capital Markets fees declined 17% sequentially in Q1 2025.

Finance: draft the Q4 2025 segment revenue attribution by Friday.

Citizens Financial Group, Inc. (CFG) - Canvas Business Model: Cost Structure

You're looking at the engine room of Citizens Financial Group, Inc. (CFG) costs as of late 2025. This is where the money goes to keep the lights on, the systems running, and the talent hired.

The overall overhead is significant. For the first quarter of 2025, the underlying noninterest expense hit $1.314 billion. This level of spending pushed the efficiency ratio to 67.9% for the three months ended March 31, 2025.

Here's a breakdown of those noninterest expenses, showing the quarter-over-quarter changes from Q4 2024:

Expense Category (in millions)	Q1 2025 Amount	QoQ Change
Underlying Noninterest Expense Total	$1,314	Up $22 million (1.7%)
Salaries and employee benefits	Not specified	Increased $39 million
Equipment and software expense	Not specified	Increased $4 million
Outside services	Not specified	Decreased $11 million
Occupancy	Not specified	Increased $5 million
Other operating expense	Not specified	Decreased $15 million

The commitment to modernizing operations is clear in the technology spend. Citizens Financial Group spent $194 million on technology in Q1 2025. This investment is ongoing, as Equipment and software expense increased by $10 million year-over-year from Q1 2024 to Q1 2025, driven by platform costs and continued tech investment.

Personnel costs reflect strategic growth, especially in wealth management. Salaries and employee benefits increased by $22 million year-over-year in Q1 2025, directly reflecting hiring related to the Private Bank and Private Wealth build-out. To be fair, this talent acquisition is a major focus; for instance, in November 2025, Citizens expanded its Private Wealth business by adding a team that previously managed $880 million in client assets.

Funding the balance sheet involves substantial interest expense, though specific Q1 2025 figures aren't fully detailed here. We do know about recent debt activity:

• Citizens Financial Group issued $750 million of fixed/floating-rate senior notes in March 2025, maturing in March 2031.
• The company announced the redemption of all outstanding 4.300% Fixed-Rate Subordinated Notes due December 3, 2025, with a redemption date set for November 3, 2025. The prompt suggests this amount was $450 million.

Finally, the cost of operating under current banking laws is a persistent factor. Citizens Financial Group stated it will continue to evaluate the impact of prudential regulatory changes, including their potential resultant changes in regulatory and compliance costs and expenses.

Finance: draft 13-week cash view by Friday.

Citizens Financial Group, Inc. (CFG) - Canvas Business Model: Revenue Streams

You're looking at how Citizens Financial Group, Inc. (CFG) actually brings in the money based on their latest reported figures from Q3 2025. It's a mix of traditional lending income and various fees, which is pretty standard for a large regional bank, but the recent fee growth is definitely worth noting.

The core of the revenue engine remains the spread between what they earn on assets and what they pay on liabilities. For the third quarter of 2025, Net Interest Income (NII) hit $1,488 million. That NII figure reflected a 3.5% sequential increase from the prior quarter, supported by a Net Interest Margin (NIM) that expanded by 5 basis points to reach 3.00% on a fully taxable equivalent basis. That's the bread and butter.

Anyway, the non-interest income side showed some real zip, especially in the capital markets. Here's a quick look at the major components driving the revenue streams as of the end of September 2025:

Revenue Component	Q3 2025 Financial Data Point	Context/Change
Net Interest Income (NII)	$1,488 million	Sequential growth of 3.5%
Total Noninterest Income	$630 million	The broader bucket including service charges and other fees
Period-end Loans and Leases	$140.9 billion	Loan portfolio size at quarter-end

When you break down that Noninterest Income, the fee-based revenue streams are showing distinct performance trends. It's clear where the recent momentum is coming from.

• Fee Income from Capital Markets saw a massive sequential jump of 58% Quarter-over-Quarter (QoQ) in Q3 2025, driven by a pick-up in market activity, hitting their highest revenues in that segment since Q4 2021.
• Fee Income from Wealth Management also contributed positively, growing by 6% QoQ.

The loan book itself is a key asset generating income. As of the period-end for Q3 2025, the total loans and leases on the books stood at $140.9 billion. This represented a 1% sequential growth, with the Private Bank and retail sectors being the primary drivers of that loan expansion.

Service charges and fees from consumer and commercial products fall under the broader Noninterest Income line, which totaled $630 million for the quarter. While the exact split isn't itemized in the headline figures, the growth in Capital Markets and Wealth Management fees suggests those areas are contributing significantly to that total fee pool. The bank is definitely pivoting toward more durable fee sources, moving away from being overly reliant on mortgage activity, which is a smart move in this environment.

Finance: draft 13-week cash view by Friday.