AI Strategy Lead for Global Operations

U.S. Bank; Warszawa; Hybrid; PLN 300,000 - 480,000; Full time

Job summary

U.S. Bank (Elavon) seeks an Operations AI Strategist to own the business strategy for applying AI and agentic decisioning across PMI Operations in Europe and North America, covering merchant servicing, onboarding, disputes, digital self-service, and client growth.

The role defines autonomy levels and the framework for safe, scalable AI-enabled processing, while aligning priorities with commercial, customer, and risk outcomes. It requires 10+ years in payments and leadership experience.

Qualifications

• 10+ years' experience in payments, financial operations, decisioning, strategy, or transformation within financial services.
• Experience leading multi-region operational environments.
• Expertise in decision science, risk-based decisioning, and applied AI, including enterprise AI platforms.

Responsibilities

• Own the AI and agentic decisioning strategy across PMI Operations, translating priorities into a portfolio spanning merchant servicing and onboarding, disputes, digital self-service, client growth and retention, and transaction operations.
• Define the AI autonomy framework, including autonomy levels, confidence thresholds, approval and override rules, escalation paths, exception handling, and progression from human-led to AI-led processing.
• Turn operational judgment into decisioning logic, using quality findings, escalations, fallbacks, and exception patterns to refine decision rules, workflows, and the AI roadmap.
• Shape the AI-enabled digital self-service strategy, improving intent capture, IVR containment, deflection, and routing while protecting customer experience, retention, and commercial outcomes.
• Own the AI portfolio and value realization framework, defining success measures, tracking impact across revenue, retention, leakage, cost-to-serve, quality, cycle time, straight-through processing, and automation coverage.
• Benchmark AI against human decisioning to determine where autonomy should expand, tighten, or change based on outcomes.
• Champion responsible AI and lead governance, ensuring decisions are explainable, monitored for bias and drift, audit-ready, and escalated as needed.
• Define the blended human-AI operating model and workforce readiness, partnering with Talent and Global L&D on roles and skills.

Skills

AI Strategy

Decisioning

Governance

Leadership

Operations

Job description

U.S. Bank (Elavon) seeks an Operations AI Strategist to own the business strategy for applying AI and agentic decisioning across PMI Operations in Europe and North America, covering merchant servicing, onboarding, disputes, digital self-service, and client growth.

The role defines autonomy levels and the framework for safe, scalable AI-enabled processing, while aligning priorities with commercial, customer, and risk outcomes. It requires 10+ years in payments and leadership experience.