Citizens Multi-Site Branch Program

NORR is delivering a multi-site branch program for Citizens across its network, creating new branches and transforming legacy locations into welcoming, technology-enabled environments that support hybrid banking. The work ranges from targeted refreshes to full reconfigurations, relocations, shrink-to-fit strategies, and ground-up locations. Each project improves customer flow, consultation space, brand visibility, and digital infrastructure while establishing a consistent planning approach that supports efficient delivery and allows each branch to respond to local needs.

Each site begins with collaborative test fits to align program requirements with available footprint, operational needs, and phasing constraints, enabling efficient progression through permitting and construction. Interiors are reorganized to support advisory banking, replacing open teller lines with enclosed glass consultation rooms that allow for private conversations and clearer service zoning. Teller areas are recalibrated to improve circulation, and modular partitions create adaptable zones as transaction patterns evolve.

Infrastructure upgrades support long-term performance and technology integration, including expanded IT and data capacity, electrical improvements, and digital display systems that guide the customer journey. Exterior work strengthens visibility and accessibility through updated façade branding, accessibility improvements, civil coordination, and drive-up ATM enhancements.

Across the network, these strategies create welcoming, efficient branch environments that support deeper customer relationships and smoother staff operations. The program establishes a consistent yet adaptable model that allows locations to be delivered efficiently and tailored to community needs, providing a scalable foundation for ongoing network modernization and expansion.