Head of AI-Driven Customer Experience

Citibank (Switzerland) AG

New York (NY)

Hybrid

USD 170,000 - 300,000

Full time

7 days ago

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Job summary

Citi is seeking a visionary Head of AI Customer Experience to define products and customer journeys in an AI-first bank. This role leads strategy, roadmaps, investments and execution across engagement, rewards, lending, servicing, and intelligent interactions at scale.

You'll partner with business, technology, data, design, and operations to translate customer needs into measurable outcomes, influence senior stakeholders, and build a high-performing team that drives customer value in New York,

Qualifications

Extensive experience driving strategy and execution of digital products in financial services.
Ability to navigate ambiguity and influence senior stakeholders.
Proven track record leading multi-disciplinary teams.

Responsibilities

Lead the strategy, vision, and multi-year roadmap for AI-powered customer experiences.
Translate customer needs and AI technologies into products and experiences.
Define investments and outcomes across engagement, rewards, lending, and servicing.
Partner with leaders to drive execution from concept to value realization.
Build alignment across organizations and manage risk and governance.
Lead customer journey innovation across acquisition, onboarding, engagement, servicing, and growth.