Irina Long

Senior Vice President, Customer Experience Research & Analytics Citizens

Irina Long joined Citizens Bank in 2022 as Senior Vice President of Customer Experience Research & Analytics. She brings more than a decade of financial services expertise across Customer Experience, Data Management, Data Governance, Operational Analytics, and Workforce Management. Irina’s background includes deep proficiency in data and analytics, grounded in the early part of her career in pharmaceutical consulting. Originally from Bangladesh, Irina has spent most of her adult life in North America. She holds a Bachelor’s degree in Economics and a Master of Science in Agricultural and Natural Resource Economics. Outside of work, she enjoys fitness, hiking, reading, and spending time with her husband and two children.

Day One | Monday, 1 June, 2026

5:20 PM KEYNOTE PRESENTATION | From Mission to Momentum: Growth From CX

In an environment of rising customer expectations, uncover how journey mapping, the fundamental of CX, can be used at scale to inform better decision-making, align investment priorities and position CX as an enabler of meaningful changes in the new client onboarding. Focusing on onboarding as a critical growth and retention moment, this session explores how journey mapping can support your approach toward customer listening through cross-functional change enabling you to:

Use customer journey insight to align teams across CX, operations, product and digital around the moments that matter most in onboarding.
Translate identified onboarding journey friction into clear operational priorities and decision points on where you want to hear about the customer's experience.
Embed journey mapping and VOC CX feedback as a shared, enterprise capability that connects culture, collaboration and data on roadmaps positioning CX as a strategic lever for sustainable growth.

Check out the incredible speaker line-up to see who will be joining Irina.

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