SVP, Digital Self-Servicing & Conversational AI

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

Benefits offered by this job

Hybrid work model (3 days in office)

Global technology network

Professional development

Wellbeing programs

Job summary

Citi is seeking a senior leader to drive the Digital Self-Servicing and Conversational AI initiatives across Cards and Retail Servicing. You will own the roadmap, delivery, and production stability for conversational AI, messaging, and digital channels, partnering with product owners and operations to scale customer interactions.

The role requires guiding two business-line leads, hiring and developing talent, and ensuring governance and risk controls in a regulated financial environment.

Qualifications

• 10+ years of technology leadership with scale.
• Practical knowledge of conversational AI and NLU.
• Delivery experience across web and native mobile at enterprise scale.
• Experience in financial services, Cards and Retail preferred.
• Partner with product owners to define roadmaps.

Responsibilities

• Lead digital self-service delivery across Cards and Retail Servicing, owning roadmap and book of work.
• Direct two business-line leads and teams of engineers; oversee hiring and performance development.
• Maintain production stability across conversational AI, messaging, live chat, search, and digital channels.
• Define and execute bot training strategy, influencing platform roadmap.
• Own budget and resource planning; monitor delivery outcomes.

Skills

Leadership at scale

Conversational AI

Web/mobile delivery

iOS/Android

Product owner partnership

Talent acquisition

Risk management

Education

Bachelor's degree in CS/Engineering/Business

Master's degree preferred

Tools

Angular

Mobile development (iOS/Android)

Job description

Citi is seeking a senior leader to drive the Digital Self-Servicing and Conversational AI initiatives across Cards and Retail Servicing. You will own the roadmap, delivery, and production stability for conversational AI, messaging, and digital channels, partnering with product owners and operations to scale customer interactions.

The role requires guiding two business-line leads, hiring and developing talent, and ensuring governance and risk controls in a regulated financial environment.