Head of Digital Self-Servicing Conversational AI, SVP

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments, and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management.

As a bank with a brain and a soul, Citi creates economic value that is systemically responsible and in our clients’ best interests. As a financial institution that touches every region of the world and every sector that shapes your daily life, our Enterprise Operations & Technology teams are charged with a mission that rivals any large tech company. Our technology solutions are the foundations of everything we do from keeping the bank safe, managing global resources, and providing the technical tools our workers need to be successful to designing our digital architecture and ensuring our platforms provide a first-class customer experience.

We reimagine client and partner experiences to deliver excellence through secure, reliable, and efficient services.

Our commitment to diversity includes a workforce that represents the clients we serve from all walks of life, backgrounds, and origins. We foster an environment where the best people want to work. We value and demand respect for others, promote individuals based on merit, and ensure opportunities for personal development are widely available to all. Ideal candidates are innovators with well-rounded backgrounds who bring their authentic selves to work and complement our culture of delivering results with pride.

If you are a problem solver who seeks passion in your work, come join us. We’ll enable growth and progress together.

Position Overview

The Digital Self-Servicing & Conversational AI to lead the engineering and delivery of digital self-service capabilities across Cards and Retail Servicing — spanning conversational AI, messaging, search, and mobile and web channel experiences. In this senior leadership role, you will own the roadmap, delivery, and production stability of these channels, working in close partnership with product owners and operations to shape how millions of customers interact with Citi digitally.

This is a high-impact opportunity to lead at scale within one of the world's leading financial institutions, at a moment when digital servicing is rapidly evolving through the adoption of generative AI.

• Lead digital self-service delivery across Cards and Retail Servicing, owning the roadmap, release cadence, and book of work in partnership with Digital Domain and Journey Product Owners.
• Direct two business-line leads and their combined teams of engineers, overseeing hiring decisions, performance development, and team capability across modern web and native mobile disciplines.
• Maintain production stability across conversational AI, messaging, live chat, search, and digital servicing channels — managing incidents, escalations, and associated governance forums.
• Define and execute bot training strategy across traditional AI/ML and generative AI approaches, acting as a credible influencer on the conversational AI platform roadmap without owning the platform relationship directly.
• Own budget and resource planning for the area, monitoring delivery outcomes and adjusting priorities to maintain momentum against agreed targets.
• Set engineering standards for the CBOL and MBOL engineering teams, attracting and retaining scarce talent across native iOS, Android, and modern web technologies.
• Engage and align senior leaders across technology and business functions, translating strategic priorities into clear delivery outcomes across geographies and time zones.
• Identify and manage risk across all team activities, maintaining compliance with applicable policies and ensuring transparent escalation where needed.

• 10 or more years of experience in technology, with demonstrated capability spanning both digital channel engineering and people leadership at scale — including leading other leaders, not only…