Head of Agentic Servicing Desktop Delivery

Citigroup Inc.; Irving (TX); Hybrid; USD 156,000 - 234,000; Full time

Job summary

Citigroup Inc. is seeking a Senior Vice President to lead the Head of Agentic Servicing Desktop Delivery.

The role owns architecture, delivery, migration, and the agentic capability set for a unified servicing desktop that supports thousands of customer-facing agents across Branded Cards and Retail Banking. The candidate will build a high-performing delivery organization, hire into scarce skill areas, and drive a transformational program with impact on tools, workflows, and customer experiences

Qualifications

• 10+ years of technology, transformation, or operations experience in financial services, especially credit cards or retail banking.
• 8+ years leading large-scale delivery for an enterprise agent servicing platform.
• Hands-on experience with AI/ML platforms and intelligent automation in regulated financial services.
• Experience building and leading large delivery organisations with scarce-skill hiring.
• Deep knowledge of credit card servicing operations and related regulatory requirements (CFPB, PCI-DSS, BSA/AML, data privacy).
• Ability to influence senior leaders across technology and business functions.

Responsibilities

• Define and own target-state architecture for a unified agentic servicing desktop across multiple waves.
• Build and lead a delivery organisation with scarce-skill hiring.
• Evolve agentic capabilities like Agent Assist, next-best-action, and automation.
• Oversee migration of legacy desktops to the unified platform and decommission Sawgrass.
• Conduct gap analysis and translate findings into actionable delivery plans.
• Coordinate with Operations, Front Office, Risk, Compliance, and core banking teams.
• Manage resources, budgets, and delivery priorities.

Skills

Leadership

AI platforms

Regulated financial services

Agent servicing

Credit card operations

Education

Bachelor's degree (CS/Engineering/Business)

Master's degree preferred

Tools

Pega Chordiant

Java

Angular

Python

Kubernetes

OpenShift

Job description

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments, and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management.

As a bank with a brain and a soul, Citi creates economic value that is systemically responsible and in our clients’ best interests. As a financial institution that touches every region of the world and every sector that shapes your daily life, our Enterprise Operations & Technology teams are charged with a mission that rivals any large tech company. Our technology solutions are the foundations of everything we do from keeping the bank safe, managing global resources, and providing the technical tools our workers need to be successful to designing our digital architecture and ensuring our platforms provide a first-class customer experience. We reimagine client and partner experiences to deliver excellence through secure, reliable, and efficient services.

Our commitment to diversity includes a workforce that represents the clients we serve from all walks of life, backgrounds, and origins. We foster an environment where the best people want to work. We value and demand respect for others, promote individuals based on merit, and ensure opportunities for personal development are widely available to all. Ideal candidates are innovators with well-rounded backgrounds who bring their authentic selves to work and complement our culture of delivering results with pride. If you are a problem solver who seeks passion in your work, come join us. We’ll enable growth and progress together.

Position Overview

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 at scale. This 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.

Responsibilities

• 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.

Required Qualifications & Skills

• 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.

Beneficial Skills & Qualifications

• 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, OpenShift, 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.

What We Offer

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 technologies.
• Wellbeing and financial support programmes designed to meet the needs of senior professionals and their families.
• A performance-driven culture where your decisions, leadership, and delivery outcomes have visible and lasting impact across the organisation.

Job Family Group:

Job Family:

Time Type:

Primary Location:

Primary Location Full Time Salary Range:

$156,160.00 - $234,240.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

Agentic AI, Angular, Desktop Development, Financial Services Industry, Java, Leadership, Legacy Modernization, Microservice Framework, Pega Platform, People Management, Python (Programming Language).

Anticipated Posting Close Date:

Sep 08, 2026

Automated Processing and AI

We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.

Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.

Illinois residents – AI Notice and Right

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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