Director of Retail Innovation & Operations Excellence

Citadel Credit Union

Exton (PA)

Hybrid

USD 140,000 - 210,000

Full time

4 days ago

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Job summary

Citadel Credit Union is seeking a visionary leader to serve as Director of Operational Excellence & Innovation. This role will drive process improvements within Experience & Retail and advance workflows by integrating blockchain, smart contracts, and AI into member and employee experiences.

You will lead cross-functional teams, collaborate with EPMO, Digital & Transformation, and Retail Operations, and oversee pilots, deployments, and staff training to modernize retail technology while ensuring

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.

Responsibilities

Lead design and implementation of emerging technologies including blockchain and AI-powered automation for retail operations.
Collaborate with lines of business including EPMO, Digital & Transformation, and Retail Operations & Support.
Coordinate testing and implementing branch technology and compliance.
Act as liaison between team and internal/external partners for system upgrades and enhancements.
Manage vendor relationships related to technology.
Oversee development and deployment of smart contracts to automate onboarding, KYC/AML/NRA, processing, and reporting.
Identify blockchain platforms, smart contract frameworks, and AI vendors for retail automation.
Collaborate on system and workflow enhancements while acting as vendor and system liaison.
Manage pilot programs for new automation solutions, collect feedback, and oversee full-scale deployment and staff 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, including staff training and phased implementation.