Citizens Financial Group, Inc. (CFG): Lienzo del Modelo de Negocio [Actualizado en Ene-2025]

Citizens Financial Group, Inc. (CFG) se erige como una potencia financiera dinámica, navegando estratégicamente el complejo panorama bancario a través de su innovador lienzo de modelo de negocio. Al combinar sin problemas los servicios bancarios tradicionales con soluciones digitales de vanguardia, CFG ofrece experiencias financieras integrales que atienden a diversos segmentos de clientes, desde consumidores individuales hasta grandes clientes corporativos. Su enfoque único combina una infraestructura tecnológica robusta, relaciones personalizadas de los clientes y un profundo compromiso con la banca comunitaria local, posicionándolos como una institución financiera versátil y con visión de futuro en el competitivo mercado del noreste de los Estados Unidos.

Citizens Financial Group, Inc. (CFG) - Modelo de negocios: asociaciones clave

Alianzas estratégicas con redes de procesamiento de pagos

Citizens Financial Group mantiene asociaciones críticas de procesamiento de pagos con:

Red de pagos	Detalles de la asociación	Volumen de transacción anual
Visa	Procesamiento de tarjetas de crédito y débito	$ 47.2 mil millones en 2023
Tarjeta MasterCard	Procesamiento de tarjetas de crédito y débito	$ 39.8 mil millones en 2023

Colaboraciones de préstamos comerciales locales

La red de asociación incluye:

• Asociaciones de préstamos de Administración de Pequeñas Empresas (SBA)
• Redes de Cámara de Comercio Local
• Organizaciones regionales de desarrollo económico

Asociación de préstamos	Volumen total del préstamo	Tamaño promedio del préstamo
Asociaciones de la SBA	$ 2.3 mil millones en 2023	$ 185,000 por préstamo

Proveedores de tecnología de banca digital

Las asociaciones de tecnología clave incluyen:

• Fiserv - Tecnología bancaria central
• Salesforce - Gestión de relaciones con el cliente
• Jack Henry & Asociados: plataformas de banca digital

Socio tecnológico	Enfoque tecnológico	Inversión anual
Fiserv	Infraestructura bancaria central	$ 42 millones en 2023

Relaciones de la empresa de seguros e inversiones

Asociaciones integrales de servicio financiero:

• Prudencial Financiero
• Grupo de vanguardia
• MetLife

Pareja	Tipo de servicio	Volumen de referencia anual
Prudencial Financiero	Productos de jubilación e inversión	87,500 referencias de clientes en 2023

Citizens Financial Group, Inc. (CFG) - Modelo de negocio: actividades clave

Servicios de banca comercial y minorista

A partir del cuarto trimestre de 2023, Citizens Financial Group reportó $ 233.4 mil millones en depósitos totales y $ 204.5 mil millones en préstamos totales. El banco opera 2,708 sucursales y 3.206 cajeros automáticos en 14 estados en el noreste, el Atlántico medio y el medio oeste de los Estados Unidos.

Categoría de servicio bancario	Ingresos totales (2023)	Número de clientes
Banca comercial	$ 3.2 mil millones	78,500 clientes comerciales
Banca minorista	$ 2.8 mil millones	2.6 millones de clientes bancarios personales

Préstamos hipotecarios y de consumo

En 2023, Citizens Financial Group originó $ 33.4 mil millones en préstamos hipotecarios residenciales y $ 12.6 mil millones en productos de préstamos de consumo.

• Volumen del préstamo hipotecario: $ 33.4 mil millones
• Volumen de préstamos al consumidor: $ 12.6 mil millones
• Tamaño promedio del préstamo hipotecario: $ 342,000
• Tamaño promedio del préstamo al consumidor: $ 18,500

Desarrollo de la plataforma de banca digital

Citizens Financial Group invirtió $ 287 millones en tecnología digital e infraestructura de ciberseguridad en 2023. El banco reportó 1.9 millones de usuarios de banca digital activa con una tasa de participación bancaria móvil del 72%.

Métrica de plataforma digital	2023 datos
Usuarios bancarios digitales	1.9 millones
Compromiso bancario móvil	72%
Inversión en tecnología digital	$ 287 millones

Gestión de riesgos y asesoramiento financiero

El banco mantuvo un Relación de nivel de equidad común 1 (CET1) de 10.2% en 2023, indicando fuertes capacidades de gestión de riesgos. La gestión total de riesgos y los servicios de asesoramiento generaron $ 1.5 mil millones en ingresos.

Servicios de inversión y gestión de patrimonio

Citizens Financial Group administró $ 78.5 mil millones en activos bajo administración en 2023, con servicios de gestión de patrimonio que generan $ 642 millones en ingresos.

Métrica de gestión de patrimonio	2023 rendimiento
Activos bajo administración	$ 78.5 mil millones
Ingresos de gestión de patrimonio	$ 642 millones
Número de clientes de gestión de patrimonio	124,500

Citizens Financial Group, Inc. (CFG) - Modelo de negocios: recursos clave

Red de sucursal extensa

Citizens Financial Group opera 1,165 sucursales en 14 estados en el noreste, el Atlántico medio y el medio oeste de los Estados Unidos a partir del cuarto trimestre de 2023.

Concentración estatal	Número de ramas
Massachusetts	311
Rhode Island	136
Pensilvania	267

Infraestructura de tecnología de banca digital

Inversión total de plataforma de banca digital de $ 350 millones en 2023, con El 95% de las interacciones de los clientes ahora ocurren a través de canales digitales.

• Aplicación de banca móvil con 2.4 millones de usuarios activos
• Plataforma de banca en línea que admite 3.7 millones de cuentas de clientes
• Infraestructura de ciberseguridad avanzada que protege $ 226 mil millones en activos totales

Recursos de capital humano

Al 31 de diciembre de 2023, Citizens Financial Group emplea 16.300 empleados a tiempo completo.

Categoría de empleado	Porcentaje
Roles orientados al cliente	62%
Roles corporativos/tecnológicos	38%

Activos financieros y reservas de capital

Recursos financieros a partir del cuarto trimestre 2023:

• Activos totales: $ 226.1 mil millones
• Relación de capital de nivel 1: 10.5%
• Equidad Común 1 (CET1) Capital: $ 19.4 mil millones

Capacidades de la plataforma digital

Especificaciones de la plataforma de banca digital:

• 99.99% de confiabilidad de tiempo de actividad
• Procesamiento de transacciones en tiempo real
• Protocolos de seguridad de autenticación multifactor

Citizens Financial Group, Inc. (CFG) - Modelo de negocio: propuestas de valor

Soluciones financieras integrales para individuos y empresas

Citizens Financial Group ofrece una amplia gama de productos financieros con $ 222.1 mil millones en activos totales a partir del cuarto trimestre de 2023. El banco proporciona:

• Servicios bancarios personales
• Soluciones de banca comercial
• Préstamos para pequeñas empresas
• Servicios de banca corporativa

Categoría de productos	Valor total de la cartera	Segmento de mercado
Préstamo de consumo	$ 54.3 mil millones	Individuos
Préstamo comercial	$ 67.8 mil millones	Empresas
Préstamo hipotecario	$ 38.6 mil millones	Bienes raíces

Experiencias bancarias personalizadas

Citizens Financial Group ofrece soluciones financieras personalizadas con plataformas de compromiso digital Sirviendo a 3,4 millones de clientes bancarios digitales.

Tasas de interés competitivas y productos financieros

Tasas de interés y ofertas de productos a partir de enero de 2024:

Producto	Tasa de interés	Depósito mínimo
Cuenta de ahorros	4.25%	$100
Cuenta de cheques	0.01%	$50
CD de 12 meses	5.15%	$500

Convenientes canales bancarios digitales y físicos

La infraestructura bancaria incluye:

• 1.067 sucursales bancarias minoristas
• 2.700 cajeros automáticos
• Aplicación de banca móvil
• Plataforma bancaria en línea

Servicios bancarios locales centrados en la comunidad

Cobertura geográfica en 11 estados con presencia concentrada en las regiones del noreste y del Atlántico Medio, que atiende a aproximadamente 2.9 millones de hogares.

Estado	Número de ramas	Penetración del mercado
Massachusetts	276	32%
Rhode Island	85	45%
Pensilvania	212	22%

Citizens Financial Group, Inc. (CFG) - Modelo de negocios: relaciones con los clientes

Servicio al cliente personalizado

A partir del cuarto trimestre de 2023, Citizens Financial Group mantiene 2.757 sucursales minoristas en 14 estados. El banco emplea a 18,432 representantes orientados al cliente dedicados al servicio personalizado.

Canal de servicio	Volumen anual de interacción con el cliente
Interacciones en la rama	12.3 millones
Soporte telefónico	8.7 millones
Soporte digital	15.6 millones

Plataformas de autoservicio digital

Citizens Financial Group reportó 1,8 millones de usuarios activos de banca digital en 2023, con 64% de las transacciones de los clientes completadas a través de plataformas móviles y en línea.

• Descargas de aplicaciones de banca móvil: 1.2 millones
• Usuarios activos de banca en línea: 1.8 millones
• Tasa de finalización de la transacción digital: 64%

Gestión de relaciones para clientes comerciales

El banco atiende a 47,000 clientes comerciales y corporativos con gerentes de relaciones dedicados.

Segmento de clientes	Número de clientes	Ingresos anuales promedio por cliente
Mercado medio	28,500	$ 2.3 millones
Gran corporativo	4,750	$ 12.6 millones
Pequeño negocio	13,750	$385,000

Programas de fidelización de clientes

El programa de fidelización de Citizens Financial Group incluye 672,000 participantes activos con una tasa de retención del 43% para clientes de banca premium.

• Miembros del programa de fidelización total: 672,000
• Tasa de retención de clientes premium: 43%
• Redención promedio de recompensas anuales: $ 276 por cliente

Estrategias de comunicación multicanal

El banco utiliza cinco canales de comunicación primarios con un enfoque integrado.

Canal de comunicación	Volumen de interacción anual
Correo electrónico	22.4 millones
Notificaciones móviles	18.6 millones
Teléfono	8.7 millones
Rama	12.3 millones
Correo directo	6.2 millones

Citizens Financial Group, Inc. (CFG) - Modelo de negocios: canales

Red de sucursales físicas

A partir de 2023, Citizens Financial Group opera 1.165 sucursales bancarias minoristas En 14 estados, principalmente en el noreste, el Atlántico medio y el medio oeste de los Estados Unidos.

Concentración estatal	Número de ramas
Massachusetts	298
Rhode Island	180
Pensilvania	267
Nueva York	156

Sitio web de banca en línea

La plataforma digital de Citizens Bank sirve 2.7 millones de usuarios bancarios en línea activos.

• Tráfico del sitio web: 12.4 millones de visitas mensuales
• Tasa de apertura de la cuenta digital: 35% de las cuentas nuevas
• Volumen de transacciones en línea: 68% de las transacciones totales del cliente

Aplicación de banca móvil

Características de la aplicación móvil de Citizens Bank:

• 4.2 millones de usuarios de banca móvil activa
• Descargas de aplicaciones: 1.9 millones en 2023
• Volumen de captura de depósitos móviles: $ 1.3 mil millones mensuales

Red de cajeros automáticos

Tipo de cajero automático	Recuento total
Cajeros automáticos	1,350
ATMS de socios de red	32,000
Acceso a cajeros automáticos totales gratis	33,350

Centros de llamadas de servicio al cliente

Infraestructura de atención al cliente:

• 5 ubicaciones principales de los centros de llamadas
• Volumen anual de llamadas: 18.6 millones de interacciones con el cliente
• Tiempo de respuesta promedio: 2.7 minutos
• Calificación de satisfacción del cliente: 87%

Citizens Financial Group, Inc. (CFG) - Modelo de negocios: segmentos de clientes

Clientes de banca minorista individual

A partir del cuarto trimestre de 2023, Citizens Financial Group atiende a aproximadamente 2.7 millones de clientes de banca minorista en 14 estados en el noreste, el Atlántico medio y el medio oeste de los Estados Unidos.

Desglose del segmento de clientes	Total de clientes	Saldo de cuenta promedio
Cuentas corrientes personales	1,350,000	$4,750
Cuentas de ahorro personal	980,000	$12,300

Pequeñas y medianas empresas

Citizens Financial Group apoya a aproximadamente 125,000 pequeños y medianos clientes comerciales.

• Portafolio de préstamos comerciales: $ 23.4 mil millones
• Tamaño promedio del préstamo comercial: $ 385,000
• Rango de líneas de crédito comercial: $ 50,000 - $ 5 millones

Clientes corporativos y comerciales

El banco atiende a 8,500 clientes corporativos y comerciales con activos de banca comercial total de $ 67.3 mil millones a diciembre de 2023.

Segmento corporativo	Total de clientes	Ingresos anuales promedio
Empresas del mercado intermedio	5,200	$ 50 millones - $ 1 mil millones
Grandes clientes corporativos	3,300	Más de $ 1 mil millones

Individuos de alto nivel de red

Citizens Financial Group administra aproximadamente 42,000 relaciones con los clientes de alto valor neto.

• Saldo mínimo de la cuenta: $ 250,000
• Activos totales de gestión de patrimonio: $ 18.5 mil millones
• Valor promedio de la cartera de clientes: $ 1.2 millones

Mercado profesional de estudiantes y jóvenes

El banco se dirige a aproximadamente 350,000 clientes profesionales estudiantiles y jóvenes.

Características de segmento	Total de clientes	Edad promedio
Cuentas de estudiantes	175,000	22-24 años
Jóvenes profesionales	175,000	25-35 años

Citizens Financial Group, Inc. (CFG) - Modelo de negocio: Estructura de costos

Salarios y beneficios de los empleados

A partir del cuarto trimestre de 2023, Citizens Financial Group informó gastos de compensación de empleados totales de $ 2.97 mil millones. El desglose incluye:

Categoría de gastos	Cantidad ($ millones)
Salarios base	1,850
Bonos de rendimiento	540
Beneficios de atención médica	310
Contribuciones de jubilación	270

Mantenimiento de tecnología e infraestructura

La inversión tecnológica para 2023 totalizó $ 685 millones, con asignaciones específicas:

• Mantenimiento de la plataforma de banca digital: $ 230 millones
• Infraestructura de ciberseguridad: $ 185 millones
• Sistemas de redes y computación en la nube: $ 160 millones
• Licencias de software y actualizaciones: $ 110 millones

Gastos operativos de rama

Los costos anuales relacionados con la sucursal para 2023 fueron de $ 412 millones, que incluyen:

Costo operativo	Cantidad ($ millones)
Alquiler y arrendamiento	185
Utilidades	87
Mantenimiento	65
Equipo de rama	75

Costos de cumplimiento regulatorio

Los gastos regulatorios para 2023 ascendieron a $ 295 millones, distribuido de la siguiente manera:

• Personal legal y de cumplimiento: $ 120 millones
• Informes y documentación: $ 85 millones
• Auditoría externa y consultoría: $ 90 millones

Gastos de marketing y adquisición de clientes

El gasto de marketing para 2023 fue de $ 215 millones, con asignación en todos los canales:

Canal de marketing	Cantidad ($ millones)
Publicidad digital	85
Medios tradicionales	62
Patrocinios y eventos	38
Campañas de adquisición de clientes	30

Citizens Financial Group, Inc. (CFG) - Modelo de negocios: flujos de ingresos

Ingresos por intereses de préstamos e hipotecas

Para el año fiscal 2023, Citizens Financial Group informó $ 4.87 mil millones en ingresos por intereses netos. El desglose de la cartera de préstamos incluye:

Categoría de préstamo	Saldo total del préstamo
Préstamos comerciales	$ 54.3 mil millones
Préstamos al consumo	$ 41.2 mil millones
Hipotecas residenciales	$ 35.6 mil millones

Tarifas bancarias y cargos de servicio

En 2023, Citizens Financial Group generó $ 1.23 mil millones en cargos de servicio y tarifas.

• CARGOS DE SERVICIO DE CUENTA DE DISPOSITOS: $ 456 millones
• Tarifas de sobregiro: $ 287 millones
• Tarifas de mantenimiento de la cuenta: $ 214 millones

Tarifas de gestión de inversión y patrimonio

El segmento de gestión de patrimonio producido $ 612 millones en ingresos por tarifas para 2023.

Tipo de servicio	Ingresos por tarifas
Gestión de activos	$ 378 millones
Aviso financiero	$ 234 millones

Ingresos de la transacción de la tarjeta de crédito

Los ingresos relacionados con la tarjeta de crédito totalizaron $ 389 millones en 2023.

• Tarifas de intercambio: $ 267 millones
• Tarifas de tarjeta anual: $ 122 millones

Ingresos del Tesoro y los mercados de capitales

Segmento de mercados de tesorería y capitales generado $ 524 millones en ingresos para 2023.

Fuente de ingresos	Ganancia
Ingresos comerciales	$ 276 millones
Tarifas de banca de inversión	$ 248 millones

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.