Head of AI Customer Experience

Head Of Ai Customer Experience

Are you energized by greenfield challenges? Do you thrive in ambiguity and enjoy building products that redefine how customers engage with financial services? Citi is seeking a visionary product leader to help shape and deliver the future of AI-powered customer experiences. This is a unique opportunity to define products, capabilities, and customer journeys that do not exist today while operating at the scale of one of the world's leading financial institutions.

This role is responsible for helping define what a One Citi customer experience looks like in an AI-first world. The leader will bring together customer insights, business strategy, data, and emerging AI technologies to create experiences that anticipate customer needs, simplify financial decisions, and help customers realize the full value of their relationship with Citi. Working across businesses and functions, this individual will drive the strategy, roadmap, investments, and execution required to deliver a more connected, personalized, and intelligent customer experience  successful candidate will navigate ambiguity, influence senior stakeholders, and build alignment across product, technology, data, design, and business teams to transform a bold vision into measurable customer and business outcomes.

Responsibilities include:

• Leading the strategy, vision, and multi-year roadmap for AI-powered customer experiences
• Translating customer needs, business priorities, and emerging AI technologies into products and experiences
• Owning the product strategy, investment priorities, and business outcomes for AI-powered customer experiences
• Defining how Citi leverages personalization, recommendations, conversational AI, and emerging agentic capabilities
• Partnering with business, technology, data, architecture, design, and operations leaders to drive execution
• Building alignment across multiple organizations and influencing strategic decisions
• Leading customer journey innovation across acquisition, onboarding, engagement, servicing, and relationship growth
• Establishing success metrics, adoption goals, and performance measures
• Partnering with Risk, Controls, Compliance, Legal, and Fraud teams to enable responsible AI deployment
• Building, leading, and developing a high-performing team of product managers and product leaders
• Fostering an inclusive, collaborative, and high-performance environment
• Serving as a thought leader and trusted advisor to senior executives

Qualifications include:

• 15+ years experience
• Accomplished change leader with a flexible and resilient approach
• Passion for the transformation of the consumer banking business
• Managerial experience
• Significant relevant experience driving strategy and execution of digital products
• Demonstrated ability to work collaboratively across multiple stakeholders
• Treats people with respect and assumes the intentions of others are based on common purpose and shared goals
• Ability to manage and drive large scale, complex business initiatives
• Strategic, analytical, and systematic thinker

Education includes:

• Bachelor's/University degree, Master's degree preferred