Director of Operational Excellence & AI-Driven Innovation

Citadel Federal Credit Union; United States; Hybrid; USD 140,000 - 210,000; Full time

Job summary

Citadel Credit Union seeks a Director of Operational Excellence & Innovation to lead technology-driven process improvements within Experience & Retail. You will drive adoption of blockchain, AI automation, and smart contracts to enhance member and employee experiences, while coordinating with EPMO, Digital & Transformation, and Retail Operations.

Strong leadership and regulatory know-how are essential. The role focuses on modernizing workflows, automating processes, and positioning Citadel as a

Qualifications

• 7+ years in process improvement, project management, or technology implementation in retail financial services.
• Bachelor's degree; MBA or advanced degree a plus.
• Proven expertise in blockchain/DLT, smart contracts, and AI workflow automation.
• Strong understanding of KYC/AML/NRA compliance and regulatory reporting in retail banking.
• Experience with vendor selection and management for enterprise technology solutions.
• Excellent leadership, communication, and stakeholder management skills.
• Ability to analyze complex retail workflows and drive cross-functional collaboration.
• Familiarity with zero-trust architecture and Microsoft Azure AD integration.
• Experience with RPA tools and business process automation platforms.
• Knowledge of UTAUT, TPB, and TAM models for user technology adoption.
• Prior experience in retail financial technology innovation or credit union operations.

Responsibilities

• Lead the design and implementation of emerging technologies to include blockchain and AI-powered automation solutions for retail operations.
• Act as liaison with various lines of business, including EPMO, Digital & Transformation, and Retail Operations & Support.
• Coordinate testing and implementation of branch technology and compliance.
• Serve as liaison between the team and internal/external partners to deploy system upgrades and enhancements.
• Manage team-related vendor relationships.
• Oversee the development and deployment of smart contracts to automate onboarding, KYC/AML/NRA compliance, transactions, and reporting.
• Identify blockchain platforms, smart contract frameworks, and AI vendors to support retail automation.
• Collaborate on system/workflow enhancements while acting as vendor/system liaison.
• Pilot new automation solutions, collect feedback, refine processes, and oversee full-scale deployment and training.
• Ensure solutions meet regulatory requirements, maintain data immutability, and enhance fraud prevention via biometric/cryptographic security.
• Monitor system performance, optimize retail workflows, and implement analytics-driven enhancements.
• Develop strategies to overcome resistance to technology adoption with comprehensive staff training.

Education

Bachelor's degree

MBA

Tools

Azure AD

RPA platforms

Blockchain platforms

Job description

Citadel Credit Union seeks a Director of Operational Excellence & Innovation to lead technology-driven process improvements within Experience & Retail. You will drive adoption of blockchain, AI automation, and smart contracts to enhance member and employee experiences, while coordinating with EPMO, Digital & Transformation, and Retail Operations.

Strong leadership and regulatory know-how are essential. The role focuses on modernizing workflows, automating processes, and positioning Citadel as a