Information Classification: CONFIDENTIAL

Ursula Cottone

June 2016

Technology Will Not Solve Data Issues -- People Will

2 Information Classification: CONFIDENTIAL

Our Vision

To deliver

the best possible

banking experience

Our Credo

We perform our best every day so we can do more for our:

CUSTOMERS | COLLEAGUES | COMMUNITIES | SHAREHOLDERS

We strive to always:

exceed customer expectations do the right thing think long term work

together

We are citizens helping citizens bank better.

3 Information Classification: CONFIDENTIAL

Dimension(2) Rank(3)

Assets - $135.4 billion #13

Loans - $97.4 billion #12

Deposits - $101.9 billion #12

Branches - ~1,200 #11

ATM network - ~3,200 #8

Lead/joint lead bookrunner

#8(4)

Student - $ 3.8 billion Top 4 rank

nationally(5)

Deposits - $101.9 billion Top 5 rank: 9/10 markets(1)

HELOC - $15.1 billion Top 5 rank: 8/9 markets(6)

Mortgage - $12.8 billion Top 5 rank:

2/9 markets(7)

Middle-market lending #5(8)

Nat

ion

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In-F

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Source: SNL Financial, unless otherwise noted. 1) Updated annually, as of 6/30/2015, excludes non-retail branches and banks with limited retail operations. 2) Data as of 9/30/2015, unless otherwise noted. 3) Ranking based on 9/30/2015 data, unless otherwise noted; excludes non-retail depository institutions, includes U.S. subsidiaries of foreign banks. 4) Thomson Reuters LPC, 3Q15 data based on number of deals for Overall Middle Market (defined as Borrower Revenues < $500MM and Deal Size < $500MM). 5) CFG estimate, based on published company reports, where available, private student loan origination data as of 12/31/2014. 6) According to Equifax; origination volume as of 6/30/2015. 7) According to Equifax; origination volume as of 3/31/2015. 8) Based on market penetration, according to Greenwich Associates 2Q15 rolling four-quarter data (Citizens – Footprint - $25-500MM).

Leading deposit market share of 10.7% in top 10 MSAs(1)

– #2 deposit market share in New England

Relatively diverse economies/affluent demographics

Serve 5 million+ individuals, institutions and companies

~17,800 colleagues

Retail presence in 11 states

Top 5 deposit market share in 9 of 10 largest MSAs(1)

Buffalo, NY: #5 Albany, NY: #2

Pittsburgh, PA: #2 Cleveland, OH: #3

Manchester, NH: #1

Boston, MA: #2

Rochester, NY: #4

Philadelphia, PA: #4

Detroit, MI: #8

Providence, RI: #1

3

Citizens Bank Franchise

4 Information Classification: CONFIDENTIAL

• Governance sets the right policy and procedures for

ensuring that things are done in a proper way.

• Management is all about doing things in the proper

way

• Governance is tied to the vision of an organization,

and the translation of the vision into policy

• Management is all about making decisions for

implementing the policies

Governance vs. Management

5 Information Classification: CONFIDENTIAL

6 Information Classification: CONFIDENTIAL

Vision

To actively manage data as an enterprise asset in a manner that enables Citizens Bank to

deliver the best possible banking experience.

Mission

Enable a data environment for our business partners that delivers fast access to high

quality data in order to instill confidence in our data assets and support data driven

decision making.

Values

Engage and collaborate to build adoption and business value

Structured, fact based decision-making

Evolve our data environment over time

Focus on continuous improvement

Engaged execution-focused colleagues

Business Outcomes

Simplify data

environment and

enable self

services

Ease of Access

Implement data

quality processes

to ‘certify’ data

Quality

Integrate data

and reuse

investments

across the

enterprise

Spend Smart

Provide access to

business and

technical

definitions and

lineage

Transparency

Ensure flexibility

to modify designs

and models with

changing business

conditions

Adaptable

Support

innovative uses of

internal and

external data

Innovation

Enterprise Data at Citizens Bank

7 Information Classification: CONFIDENTIAL

• Data as a “project”

• Data as “technology”

• Change management

• Enterprise view

Top Challenges

8 Information Classification: CONFIDENTIAL

9 Information Classification: CONFIDENTIAL

Engagement Model

Business

Unit / COO

/ Analytics

Leader

Technology

Data / CIO

Enterprise

Data / CDO

Business Responsibility • Create business strategy & plans

• Identify product/process needs

• Identify analytical/data needs

• Approve/Adopt solutions

• Follow data governance policies and

standards

• Provide resources to ensure data

ownership and alignment to processes

• Provide subject matter experts for

data/source systems

Technology

Responsibility • Establish data

frameworks/standards

• Propose/build solutions in

alignment with business

needs and enterprise data

strategy

• Partner with Enterprise Data

to ensure ease of access to

data

• Acquire and manage standard

data tools and associated

infrastructure

• Analyze and process

requirements against

roadmaps

Data/Analytical Needs

Enterprise Data

Responsibility • Create/communicate

enterprise data strategy &

roadmap

• Create and maintain data

governance policy and

standards

• Manage metadata, data

quality and master data

processes & approaches

• Analyze data needs and

resolve to sources/data

stores

• Propose data/analytical

solutions using standard

framework

Data/Analytical Solutions

10 Information Classification: CONFIDENTIAL

Data Management Data Trustees • Board members develop solutions, not

about “yes” or “no” but how to get things

resolved

• Responsible for providing the knowledge

and expertise (business requirements) to

build out the Citizens Bank data

infrastructure and capabilities

• Provide input into how the data

environment evolves to meet business

unit needs

• Understands how information is tied

together how the data interrelates to

form the big picture in order to enable

better decision making, drive process

efficiencies, grow revenues and lower

overall costs

Customer Stewards • Raise issues related to

our Customer Master Data

• Participate in MDM UAT

• Work with Business Unit

Data Trustees to identify,

escalate and implement

fixes (technology or

business process) for

issues impacting their

business unit or the

enterprise

Source Stewards • Raise issues related to source

system data issues (quality and

terminology/metadata)

• Participate in UAT for source

system related

implementations

• Work with Business Unit Data

Trustees to identify, escalate

and implement fixes

(technology or business

process) for issues within their

identified sources system

Data Stewardship Source Stewards & Customer Stewards

Data Trustee Board

Data PSC Program Steering

Committee Members

ExCo

Enterprise Data Management • Facilitates processes to ensure feedback is collected for informed

decision making

• Maintains enterprise data issue log for issues identified through these

processes

• Makes recommendations and final decision(s)

• Communicates final decisions to impacted stakeholders

PSC Members • Monthly meeting to inform decisions made

by the Data Trustee Board

• Ad hoc meetings to escalate issues when

the Data Trustee Board can not resolve

• Provides timely decisions and clarifies

business priorities and strategy

• Communicates business issues

• Provides resources

ExCo • Engaged, supportive with time and

resources and focused on

realization of benefits

11 Information Classification: CONFIDENTIAL

Data Governance

• Data Policy and Minimum

Requirements

• Data Governance Engagement Model

• Technology Services Leadership Team

meeting

• Data Portfolio/Project Alignment

Managers

Governing Our Environment

Data Management

• Provide transparency regarding the

quality of the data

• Share what data is available and

associated definitions

• Ensure users have easy access to

timely data they need to perform

their jobs

Program Governance

• Aligning build-out of Data Lake to business line prioritized projects

• Enterprise Data Project Control Committee (PCC)

• Enterprise Data Project Steering Committee (PSC)

• Architecture Review Board

• Technology Prioritization Committee

• Investment Board

12 Information Classification: CONFIDENTIAL