Job Description
Join the Artificial Intelligence (AI) Journey Transformation & Partnerships team to shape the future of customer servicing and accelerate AI-enabled transformation across Consumer & Community Banking (CCB). This executive leadership role sits at the intersection of strategy, digital transformation, operations, analytics, and AI innovation, driving large-scale initiatives that simplify customer experiences, improve operational performance, and unlock sustainable business value.
As an Executive Director, AI Journey Transformation & Partnerships Strategy, you will lead a portfolio of enterprise-wide transformation initiatives focused on reimagining customer journeys through the application of AI, digital capabilities, operating model modernization, and strategic partnerships. You will serve as a trusted advisor to senior executives and business leaders, influencing strategic decisions, transformation investments, and execution priorities across the firm.
You will be responsible for defining transformation roadmaps, mobilizing cross-functional teams, establishing governance and performance frameworks, and delivering measurable outcomes spanning customer experience, operational efficiency, risk management, and financial performance. This role requires exceptional strategic thinking, executive presence, organizational leadership, and the ability to navigate highly complex environments while driving enterprise-wide change.
Projects are highly visible and involve collaboration with senior leaders across Product, Digital, Operations, Analytics, Technology, Risk, Finance, and Business Management. The role will lead efforts that include AI-powered journey transformation, operating model redesign, strategic investment prioritization, customer experience modernization, digital enablement, and large-scale business transformation initiatives.
Job Responsibilities:
- Set and drive enterprise strategy: Define and lead the strategic vision, priorities, and multi-year roadmap for AI-enabled journey transformation across both customer and employee experiences.
- Partner with executives to prioritize impact: Collaborate with executive leadership to identify and prioritize opportunities that accelerate digital adoption, improve customer outcomes, and drive operational efficiency.
- Lead end-to-end transformation execution: Run complex, enterprise transformation initiatives from strategy through execution, ensuring alignment across multiple businesses and functional partners.
- Thought leadership on trends to strategy: Serve as a thought leader on emerging AI, digital, and customer experience trends, translating industry developments into actionable business strategies.
- Shape investment and value agenda: Influence investment decisions by developing enterprise business cases, value creation strategies, and transformation roadmaps.
- Maintain strong controls and responsible AI: Ensure a strong control environment while enabling compliant and responsible AI deployment.
- Build enterprise partnerships and advisory influence: Build and maintain strong executive relationships across Product, Digital, Operations, Technology, Risk, Finance, Analytics, and Business teams; act as a senior advisor on strategic priorities, transformation opportunities, and operating model decisions.
- Drive governance and cross-org alignment: Balance competing priorities while maintaining focus on enterprise outcomes; lead executive steering committees, governance forums, and transformation reviews to drive alignment across organizations.
- Scale AI journey capabilities with prioritization rigor: Lead the identification, evaluation, and scaling of AI capabilities across customer and operational journeys; establish frameworks to prioritize use cases based on customer impact, financial value, technical feasibility, and operational readiness.
- Design journeys and operating models for accountability: Oversee journey assessments to identify customer friction and operational inefficiencies and enable end-to-end redesign; design and implement operating models that create journey ownership/accountability, with clear governance, decision-making frameworks, and performance management processes.
- Manage performance, insights, and talent: Own executive-level reporting, KPI frameworks (customer experience, operational performance, adoption, employee experience, financial outcomes), and benefits realization accountability; provide decision-ready analyses and recommendations; lead, coach, and develop high-performing teams, build capabilities (strategy, AI transformation, change management, value realization), foster an inclusive high-performance culture, and attract/develop talent with succession and capability-building strategies.
Required Qualifications, Capabilities, and Skills
- 10+ years of experience in strategy, management consulting, transformation, digital product strategy, operations, financial services, or a related field.
- Proven experience leading large-scale transformation programs with enterprise-wide scope and executive visibility, and measurable business, customer operational and financial outcomes.
- Demonstrated success influencing and partnering with senior executives across complex organizations.
- Deep understanding of customer journey transformation, operating model design, digital modernization, and organizational change management, and the governance required to execute transformation in a controlled environment.
- Strong strategic thinking and structured problem-solving capabilities, with the ability to translate ambiguous challenges into actionable solutions.
- Exceptional executive communication and storytelling skills, including extensive experience presenting to senior leadership and governance forums.
- Proven ability to lead and develop teams while managing multiple strategic priorities simultaneously.
- Strong financial acumen, including business case development, investment prioritization, value realization, and performance management.
- Experience driving cross-functional initiatives involving business, technology, analytics, operations, risk, and product organizations.
- Demonstrated ability to balance strategic vision with operational execution and measurable results.