Head of Agentic Servicing Desktop Delivery

Head Of Agentic Servicing Desktop Delivery

The Head of Agentic Servicing Desktop Delivery to lead the build and delivery of a unified, intelligent agentic servicing desktop that will replace two large-scale legacy platforms serving over 14,000 customer-facing agents across Branded Cards and Retail Banking. Sitting within Citi's technology organization, this Senior Vice President role carries end-to-end ownership of architecture, delivery, migration, and the agentic capability set that will define how agents interact with customers s is a rare opportunity to shape a foundational transformation program at one of the world's leading financial institutions, with real and lasting impact on the tools, workflows, and experiences of a global servicing organization.

• Define and own the target-state architecture and technical design of a unified agentic servicing desktop, delivering across multiple programme waves from discovery and design through to build and deployment.
• Build, lead, and develop a high-performing delivery organisation, including hiring into scarce and specialist skill areas across a legacy technology estate that is approaching end of life.
• Own and evolve the agentic capability set embedded within the desktop, including Agent Assist, next-best-action, guided workflows, intelligent automation, and associated compliance guardrails.
• Manage the stability, release train, and production support of the existing Sawgrass platform through to its full decommission, while leading the migration of both legacy desktops onto the unified platform.
• Conduct reverse engineering and gap analysis of the legacy estate to establish a clear and sequenced path to target state, translating technical findings into actionable delivery plans.
• Partner with Operations, Front Office, Back Office, Risk and Compliance, and core banking and AI platform teams to align on requirements, integration dependencies, and adoption readiness.
• Manage resources, budgets, and delivery priorities across teams, ensuring outcomes are consistently met within defined programme parameters.

• 10 or more years of experience in technology, transformation, or operations within financial services, specifically in credit cards or retail banking.
• 8 or more years owning, modernising, or leading large-scale delivery for an enterprise agent servicing platform, with a clear track record of programme execution at scale.
• Hands-on experience working with AI or ML platforms, agentic AI frameworks, or intelligent automation deployed in a regulated financial services environment.
• Demonstrated ability to build and lead large delivery organisations, including hiring into highly specialised or scarce skill areas.
• Deep knowledge of credit card servicing operations — spanning disputes, fraud, credit line management, payments, and collections — alongside fluency in the applicable regulatory environment, including CFPB, PCI-DSS, BSA/AML, and data privacy requirements.
• Ability to engage and influence senior leaders across technology and business functions, building shared alignment on priorities, sequencing, and delivery outcomes.

• Technical familiarity with one or more of the following:
  Pega Chordiant, Java, Angular, Python, microservices architecture, REST or GraphQL APIs, LLM integration and retrieval-augmented generation, CTI or softphone middleware, Open Shift, Kubernetes, Kafka, vector databases, Splunk, or CI/CD tooling.
• Experience delivering back-office AI agent implementations or enterprise workflow automation in a financial services context.
• Familiarity with Agile or SAFe delivery at scale, applied across multi-team programme structures.
• Experience operating within enterprise technology governance frameworks, with the ability to contribute to the definition of organisation-wide engineering standards.
• Bachelor's degree in Computer Science, Engineering, Business Administration, or a related field. Master's degree preferred.

At Citi, senior technology leaders are given the ownership, resources, and global reach to deliver work that has genuine scale and impact. In this role, you will operate at the centre of a major platform transformation, collaborating with technology and business leaders across geographies and functions, with the authority to shape how a critical enterprise capability is built and delivered.

• A hybrid working model with 3 days in the office and 2 days working remotely, balancing flexibility with meaningful in-person collaboration.
• Full delivery ownership of a high-visibility transformation programme, with the strategic authority to define how the platform is built, sequenced, and scaled.
• Access to Citi's global technology network, enabling direct collaboration with leaders across data, AI, core banking, and operations functions worldwide.
• Ongoing learning and professional development opportunities, keeping pace with rapidly evolving AI, agentic, and enterprise platform…