Out-learning the Competition by Building a Skills-Based Talent Ecosystem Susan LaMonica, CHRO of Citizens Financial Group

If your organization isn't obsessed with how fast your people can learn, you're already falling behind in the race to "out-learn" the competition. In this episode, I'm joined by Susan LaMonica, the Chief Human Resource Officer at Citizens Financial Group—a super-regional bank with $226 billion in assets and 18,000 employees. We explore how they are driving a massive workforce transformation to build a team that is ready for the future of work. We dive deep into their journey of becoming a skills-based organization and how they use a "skills taxonomy" and an internal talent marketplace to support mobility and career development. Susan also explains their "measured approach" to AI governance within a heavily regulated industry, including the role of their Generative AI Council. We unpack their "Reimagine the Bank" initiative, where they are rethinking 47 different business processes to drive value and effectiveness. From launching internal "gigs" to tracking productivity metrics like customer NPS and employee sentiment, this conversation is a strategic guide for any leader looking to blend high-tech tools with a human-centered culture. Watch the full video on YouTube ---------- Start your day with the world's top leaders by joining thousands of others at Great Leadership on Substack. Just enter your email: ⁠⁠ Quick heads-up: my new book, The 8 Laws of Employee Experience, is a practical playbook for building an environment where people do their best work—order a copy here:

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Out-learning the Competition by Building a Skills-Based Talent Ecosystem Susan LaMonica, CHRO of Citizens Financial Group is an episode from The Future of Work Podcast With Jacob Morgan | Futurist | Workplace | Careers | Employee Experience & Engagement | by Jacob Morgan.

This episode is 54:28 long.

This episode was published on May 18, 2026.

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