Head of Digital Self-Servicing Conversational AI, SVP

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 Digital Self-Servicing & Conversational AI to lead the engineering and delivery of digital self-service capabilities across Cards and Retail Servicing — spanning conversational AI, messaging, search, and mobile and web channel experiences. In this senior leadership role, you will own the roadmap, delivery, and production stability of these channels, working in close partnership with product owners and operations to shape how millions of customers interact with Citi digitally. This is a high-impact opportunity to lead at scale within one of the world’s leading financial institutions, at a moment when digital servicing is rapidly evolving through the adoption of generative AI.

Responsibilities

• Lead digital self-service delivery across Cards and Retail Servicing, owning the roadmap, release cadence, and book of work in partnership with Digital Domain and Journey Product Owners.
• Direct two business-line leads and their combined teams of engineers, overseeing hiring decisions, performance development, and team capability across modern web and native mobile disciplines.
• Maintain production stability across conversational AI, messaging, live chat, search, and digital servicing channels — managing incidents, escalations, and associated governance forums.
• Define and execute bot training strategy across traditional AI/ML and generative AI approaches, acting as a credible influencer on the conversational AI platform roadmap without owning the platform relationship directly.
• Own budget and resource planning for the area, monitoring delivery outcomes and adjusting priorities to maintain momentum against agreed targets.
• Set engineering standards for the CBOL and MBOL engineering teams, attracting and retaining scarce talent across native iOS, Android, and modern web technologies.
• Engage and align senior leaders across technology and business functions, translating strategic priorities into clear delivery outcomes across geographies and time zones.
• Identify and manage risk across all team activities, maintaining compliance with applicable policies and ensuring transparent escalation where needed.

Required Qualifications & Skills

• 10 or more years of experience in technology, with demonstrated capability spanning both digital channel engineering and people leadership at scale — including leading other leaders, not only individual engineers.
• Practical knowledge of conversational AI and natural language understanding sufficient to direct bot training strategy and credibly influence a platform feature roadmap, with working familiarity of the transition from traditional AI/ML models to generative AI.
• Delivery experience across modern web (Angular) and native mobile (iOS and Android) at enterprise scale.
• Experience in financial services — specifically Cards and Retail — as a direct requirement for this role.
• Demonstrated ability to partner with product owners as an equal, co-defining roadmaps and aligning on priorities rather than executing instructions.
• Track record of attracting and hiring scarce engineering talent in competitive markets.
• Ability to assess and manage risk in a regulated environment, applying sound judgement and maintaining accountability across teams.

Beneficial Skills & Qualifications

• A Bachelor's degree in Computer Science, Engineering, or Business Administration, or an equivalent combination of education and professional experience. Master's degree is preferred.
• Broader experience managing global technology teams across multiple geographies or time zones.
• Familiarity with enterprise technology governance frameworks and the ability to contribute to the definition of organization-wide engineering standards.

What We Offer

• A hybrid working model with 3 days in the office and 2 days working remotely, combining flexibility with purposeful in-person collaboration.
• Strategic ownership of a high-profile digital self-service portfolio, with the authority to shape delivery direction across conversational AI, mobile, and web channels.
• Access to Citi's global technology network, enabling collaboration with engineering and business leaders across geographies and functions.
• Ongoing learning and professional development opportunities, including exposure to emerging technologies such as generative AI as they are adopted across the business.
• Wellbeing and financial support programs designed to meet the needs of senior professionals and their families.
• A performance-driven environment where your leadership decisions and delivery outcomes have visible and lasting impact at scale.

Job Family Group: Technology

Job Family: Applications Development

Time Type: Full time

Primary Location: Irving Texas United States

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 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.

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.

View Citi’s EEO Policy Statement and the Know Your Rights poster.