Citizens Financial Group, Inc. (CFG): Modelo de negócios Canvas [Jan-2025 Atualizado]

O Citizens Financial Group, Inc. (CFG) é uma potência financeira dinâmica, navegando estrategicamente no complexo cenário bancário por meio de sua inovadora tela de modelo de negócios. Ao misturar perfeitamente os serviços bancários tradicionais com soluções digitais de ponta, o CFG oferece experiências financeiras abrangentes que atendem a diversos segmentos de clientes-de consumidores individuais a grandes clientes corporativos. Sua abordagem única combina infraestrutura tecnológica robusta, relacionamentos personalizados para clientes e um profundo compromisso com o banco comunitário local, posicionando-os como uma instituição financeira versátil e com visão de futuro no mercado competitivo do nordeste dos Estados Unidos.

Citizens Financial Group, Inc. (CFG) - Modelo de negócios: Parcerias -chave

Alianças estratégicas com redes de processamento de pagamentos

O Citizens Financial Group mantém parcerias críticas de processamento de pagamentos com:

Rede de pagamento	Detalhes da parceria	Volume anual de transações
Visa	Processamento de cartão de crédito e débito	US $ 47,2 bilhões em 2023
MasterCard	Processamento de cartão de crédito e débito	US $ 39,8 bilhões em 2023

Colaborações de empréstimos comerciais locais

A Rede de Parceria inclui:

• Parcerias de empréstimos para Administração de Pequenas Empresas (SBA)
• Redes de Câmara de Comércio Locais
• Organizações regionais de desenvolvimento econômico

Parceria de empréstimo	Volume total de empréstimos	Tamanho médio do empréstimo
Parcerias SBA	US $ 2,3 bilhões em 2023	US $ 185.000 por empréstimo

Provedores de tecnologia bancária digital

As principais parcerias tecnológicas incluem:

• FISERV - Tecnologia bancária do núcleo
• Salesforce - Gerenciamento de relacionamento com o cliente
• Jack Henry & Associados - plataformas bancárias digitais

Parceiro de tecnologia	Foco em tecnologia	Investimento anual
Fiserv	Infraestrutura bancária principal	US $ 42 milhões em 2023

Relacionamentos da empresa de seguros e investimentos

Parcerias abrangentes de serviços financeiros:

• Prudential Financial
• Grupo Vanguard
• MetLife

Parceiro	Tipo de serviço	Volume anual de referência
Prudential Financial	Produtos de aposentadoria e investimento	87.500 referências de clientes em 2023

Citizens Financial Group, Inc. (CFG) - Modelo de negócios: Atividades -chave

Serviços bancários comerciais e de varejo

A partir do quarto trimestre de 2023, o Citizens Financial Group registrou US $ 233,4 bilhões em depósitos totais e US $ 204,5 bilhões em empréstimos totais. O Banco opera 2.708 agências e 3.206 caixas eletrônicos em 14 estados nos Estados Unidos do Nordeste, Mid-Atlântico e Centro-Oeste.

Categoria de serviço bancário	Receita total (2023)	Número de clientes
Bancos comerciais	US $ 3,2 bilhões	78.500 clientes comerciais
Banco de varejo	US $ 2,8 bilhões	2,6 milhões de clientes bancários pessoais

Empréstimos hipotecários e consumidores

Em 2023, o Citizens Financial Group originou US $ 33,4 bilhões em empréstimos hipotecários residenciais e US $ 12,6 bilhões em produtos de empréstimos ao consumidor.

• Volume de empréstimo hipotecário: US $ 33,4 bilhões
• Volume de empréstimos ao consumidor: US $ 12,6 bilhões
• Tamanho médio do empréstimo hipotecário: US $ 342.000
• Tamanho médio do empréstimo ao consumidor: US $ 18.500

Desenvolvimento da plataforma bancária digital

O Citizens Financial Group investiu US $ 287 milhões em tecnologia digital e infraestrutura de segurança cibernética em 2023. O banco registrou 1,9 milhão de usuários de banco digital ativo com uma taxa de engajamento bancário de 72%.

Métrica da plataforma digital	2023 dados
Usuários bancários digitais	1,9 milhão
Engajamento bancário móvel	72%
Investimento em tecnologia digital	US $ 287 milhões

Gerenciamento de riscos e consultoria financeira

O banco manteve um Common patity Tier 1 (CET1) Razão de 10,2% em 2023, indicando fortes recursos de gerenciamento de riscos. Os serviços totais de gerenciamento de riscos e consultoria geraram US $ 1,5 bilhão em receita.

Serviços de investimento e gerenciamento de patrimônio

O Citizens Financial Group conseguiu US $ 78,5 bilhões em ativos sob gestão em 2023, com os serviços de gerenciamento de patrimônio gerando US $ 642 milhões em receita.

Métrica de gerenciamento de patrimônio	2023 desempenho
Ativos sob gestão	US $ 78,5 bilhões
Receita de gerenciamento de patrimônio	US $ 642 milhões
Número de clientes de gerenciamento de patrimônio	124,500

Citizens Financial Group, Inc. (CFG) - Modelo de negócios: Recursos -chave

Extensa rede de filiais

O Citizens Financial Group opera 1.165 filiais em 14 estados no nordeste, no meio do Atlântico e no Centro-Oeste dos Estados Unidos a partir do quarto trimestre de 2023.

Concentração do Estado	Número de ramificações
Massachusetts	311
Rhode Island	136
Pensilvânia	267

Infraestrutura de tecnologia bancária digital

Investimento total da plataforma bancária digital de US $ 350 milhões em 2023, com 95% das interações do cliente que agora ocorrem através de canais digitais.

• Aplicativo bancário móvel com 2,4 milhões de usuários ativos
• Plataforma bancária online que suporta 3,7 milhões de contas de clientes
• Infraestrutura avançada de segurança cibernética, protegendo US $ 226 bilhões em ativos totais

Recursos de capital humano

Em 31 de dezembro de 2023, o Citizens Financial Group emprega 16.300 funcionários em período integral.

Categoria de funcionários	Percentagem
Funções voltadas para o cliente	62%
Funções corporativas/tecnológicas	38%

Ativos financeiros e reservas de capital

Recursos Financeiros a partir do quarto trimestre 2023:

• Total de ativos: US $ 226,1 bilhões
• Tier 1 Capital Ratio: 10,5%
• Nível de patrimônio comum 1 (CET1) Capital: US $ 19,4 bilhões

Recursos de plataforma digital

Especificações da plataforma bancária digital:

• 99,99% de confiabilidade no tempo de atividade
• Processamento de transações em tempo real
• Protocolos de segurança de autenticação multifatores

Citizens Financial Group, Inc. (CFG) - Modelo de negócios: proposições de valor

Soluções financeiras abrangentes para indivíduos e empresas

O Citizens Financial Group oferece uma gama diversificada de produtos financeiros com US $ 222,1 bilhões em ativos totais a partir do quarto trimestre 2023. O banco fornece:

• Serviços bancários pessoais
• Soluções bancárias comerciais
• Empréstimos para pequenas empresas
• Serviços bancários corporativos

Categoria de produto	Valor total do portfólio	Segmento de mercado
Empréstimos ao consumidor	US $ 54,3 bilhões	Indivíduos
Empréstimos comerciais	US $ 67,8 bilhões	Negócios
Empréstimos hipotecários	US $ 38,6 bilhões	Imobiliária

Experiências bancárias personalizadas

O Citizens Financial Group fornece soluções financeiras personalizadas com Plataformas de engajamento digital Atendendo a 3,4 milhões de clientes bancários digitais.

Taxas de juros competitivas e produtos financeiros

Taxas de juros e ofertas de produtos em janeiro de 2024:

Produto	Taxa de juro	Depósito mínimo
Conta poupança	4.25%	$100
Conta corrente	0.01%	$50
CD de 12 meses	5.15%	$500

Canais bancários digitais e físicos convenientes

A infraestrutura bancária inclui:

• 1.067 agências bancárias de varejo
• 2.700 caixas eletrônicos
• Aplicativo bancário móvel
• Plataforma bancária online

Serviços bancários locais focados na comunidade

Cobertura geográfica em 11 estados com presença concentrada nas regiões nordeste e do meio do Atlântico, atendendo a aproximadamente 2,9 milhões de famílias.

Estado	Número de ramificações	Penetração de mercado
Massachusetts	276	32%
Rhode Island	85	45%
Pensilvânia	212	22%

Citizens Financial Group, Inc. (CFG) - Modelo de Negócios: Relacionamentos ao Cliente

Atendimento ao cliente personalizado

A partir do quarto trimestre de 2023, o Citizens Financial Group mantém 2.757 agências de varejo em 14 estados. O banco emprega 18.432 representantes voltados para o cliente dedicados ao serviço personalizado.

Canal de serviço	Volume anual de interação do cliente
Interações no ramo	12,3 milhões
Suporte telefônico	8,7 milhões
Suporte digital	15,6 milhões

Plataformas de autoatendimento digital

O Citizens Financial Group relatou 1,8 milhão de usuários de bancos digitais ativos em 2023, com 64% das transações de clientes concluídas por meio de plataformas móveis e online.

• Downloads de aplicativos bancários móveis: 1,2 milhão
• Usuários ativos bancários online: 1,8 milhão
• Taxa de conclusão da transação digital: 64%

Gerenciamento de relacionamento para clientes comerciais

O banco atende 47.000 clientes comerciais e corporativos com gerentes de relacionamento dedicados.

Segmento de cliente	Número de clientes	Receita média anual por cliente
Mercado intermediário	28,500	US $ 2,3 milhões
Grande corporativa	4,750	US $ 12,6 milhões
Pequenas empresas	13,750	$385,000

Programas de fidelidade do cliente

O programa de fidelidade do Citizens Financial Group inclui 672.000 participantes ativos com uma taxa de retenção de 43% para clientes bancários premium.

• Membros do Programa de Fidelidade Total: 672.000
• Taxa de retenção de clientes premium: 43%
• Redenção média anual de recompensas: US $ 276 por cliente

Estratégias de comunicação multicanal

O banco utiliza cinco canais de comunicação primários com uma abordagem integrada.

Canal de comunicação	Volume anual de interação
E-mail	22,4 milhões
Notificações móveis	18,6 milhões
Telefone	8,7 milhões
Filial	12,3 milhões
Mala direta	6,2 milhões

Citizens Financial Group, Inc. (CFG) - Modelo de negócios: canais

Rede de ramificação física

A partir de 2023, o Citizens Financial Group opera 1.165 agências bancárias de varejo Em 14 estados, principalmente no nordeste, no meio do Atlântico e no Centro-Oeste dos Estados Unidos.

Concentração do Estado	Número de ramificações
Massachusetts	298
Rhode Island	180
Pensilvânia	267
Nova Iorque	156

Site bancário online

Citizens Bank Digital Platform Serves 2,7 milhões de usuários bancários online ativos.

• Tráfego do site: 12,4 milhões de visitas mensais
• Taxa de abertura da conta digital: 35% das novas contas
• Volume de transações on -line: 68% do total de transações de clientes

Aplicativo bancário móvel

Recursos de aplicativos móveis do Citizens Bank:

• 4,2 milhões de usuários de bancos móveis ativos
• Downloads de aplicativos: 1,9 milhão em 2023
• Volume de captura de depósito móvel: US $ 1,3 bilhão mensalmente

Rede ATM

Tipo de atm	Contagem total
Caixas eletrônicos de propriedade de bancos	1,350
ATMs de parceiros de rede	32,000
Total de acesso gratuito em caixas eletrônicos	33,350

Centros de atendimento ao cliente

Infraestrutura de suporte ao cliente:

• 5 locais de call center primários
• Volume anual de chamada: 18,6 milhões de interações com os clientes
• Tempo médio de resposta: 2,7 minutos
• Classificação de satisfação do cliente: 87%

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

Clientes bancários de varejo individuais

A partir do quarto trimestre de 2023, o Citizens Financial Group atende a aproximadamente 2,7 milhões de clientes bancários de varejo em 14 estados no nordeste, no meio do Atlântico e no Centro-Oeste dos Estados Unidos.

Quebra de segmento de clientes	Total de clientes	Saldo médio da conta
Contas de corrente pessoal	1,350,000	$4,750
Contas de poupança pessoal	980,000	$12,300

Pequenas e médias empresas

O Citizens Financial Group apóia aproximadamente 125.000 clientes comerciais pequenos e médios.

• Portfólio de empréstimos para negócios: US $ 23,4 bilhões
• Tamanho médio de empréstimo comercial: US $ 385.000
• Linhas de crédito comercial variam: US $ 50.000 - US $ 5 milhões

Clientes corporativos e comerciais

O banco atende a 8.500 clientes corporativos e comerciais com ativos bancários comerciais totais de US $ 67,3 bilhões em dezembro de 2023.

Segmento corporativo	Total de clientes	Receita média anual
Empresas do mercado intermediário	5,200	US $ 50 milhões - US $ 1 bilhão
Grandes clientes corporativos	3,300	Mais de US $ 1 bilhão

Indivíduos de alta rede

O Citizens Financial Group gerencia aproximadamente 42.000 relacionamentos com clientes de alto patrimônio líquido.

• Saldo mínimo da conta: $ 250.000
• Total de ativos de gerenciamento de patrimônio: US $ 18,5 bilhões
• Valor médio do portfólio de clientes: US $ 1,2 milhão

Mercado Profissional de Estudantes e Jovens

O banco tem como alvo aproximadamente 350.000 clientes profissionais de estudantes e jovens.

Características do segmento	Total de clientes	Idade média
Contas do aluno	175,000	22-24 anos
Jovens profissionais	175,000	25-35 anos

Citizens Financial Group, Inc. (CFG) - Modelo de negócios: estrutura de custos

Salários e benefícios dos funcionários

A partir do quarto trimestre de 2023, o Citizens Financial Group relatou despesas totais de remuneração de funcionários de US $ 2,97 bilhões. O colapso inclui:

Categoria de despesa	Valor (US $ milhões)
Salários da base	1,850
Bônus de desempenho	540
Benefícios de saúde	310
Contribuições de aposentadoria	270

Manutenção de tecnologia e infraestrutura

O investimento em tecnologia para 2023 totalizou US $ 685 milhões, com alocações específicas:

• Manutenção da plataforma bancária digital: US $ 230 milhões
• Infraestrutura de segurança cibernética: US $ 185 milhões
• Computação em nuvem e sistemas de rede: US $ 160 milhões
• Licenciamento e atualizações de software: US $ 110 milhões

Despesas operacionais de ramificação

Os custos anuais relacionados à filial para 2023 foram de US $ 412 milhões, incluindo:

Custo operacional	Valor (US $ milhões)
Alugar e arrendar	185
Utilitários	87
Manutenção	65
Equipamento de ramificação	75

Custos de conformidade regulatória

As despesas regulatórias de 2023 totalizaram US $ 295 milhões, distribuído da seguinte maneira:

• Equipe legal e de conformidade: US $ 120 milhões
• Relatórios e documentação: US $ 85 milhões
• Auditoria e consultoria externa: US $ 90 milhões

Despesas de marketing e aquisição de clientes

As despesas de marketing para 2023 foram de US $ 215 milhões, com alocação entre canais:

Canal de marketing	Valor (US $ milhões)
Publicidade digital	85
Mídia tradicional	62
Patrocínios e eventos	38
Campanhas de aquisição de clientes	30

Citizens Financial Group, Inc. (CFG) - Modelo de negócios: fluxos de receita

Receita de juros de empréstimos e hipotecas

Para o ano fiscal de 2023, o Citizens Financial Group relatou US $ 4,87 bilhões em receita de juros líquidos. A quebra da carteira de empréstimos inclui:

Categoria de empréstimo	Saldo total de empréstimo
Empréstimos comerciais	US $ 54,3 bilhões
Empréstimos ao consumidor	US $ 41,2 bilhões
Hipotecas residenciais	US $ 35,6 bilhões

Taxas bancárias e cobranças de serviço

Em 2023, o Citizens Financial Group gerou US $ 1,23 bilhão em cobranças e taxas de serviço.

• Cobranças de serviço da conta de depósito: US $ 456 milhões
• Taxas de cheque especial: US $ 287 milhões
• Taxas de manutenção de conta: US $ 214 milhões

Taxas de investimento e gerenciamento de patrimônio

O segmento de gerenciamento de patrimônio produzido US $ 612 milhões em receita de taxas para 2023.

Tipo de serviço	Receita de taxas
Gestão de ativos	US $ 378 milhões
Aviso financeiro	US $ 234 milhões

Receitas de transação de cartão de crédito

Receitas relacionadas ao cartão de crédito totalizaram US $ 389 milhões em 2023.

• Taxas de intercâmbio: US $ 267 milhões
• Taxas anuais de cartão: US $ 122 milhões

Renda do Tesouro e Mercado de Capitais

Segmento de mercados de tesouro e capital gerado US $ 524 milhões em receita para 2023.

Fonte de renda	Receita
Receita de negociação	US $ 276 milhões
Taxas bancárias de investimento	US $ 248 milhões

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.