Head of Conversational AI and Virtual Engagement

Description

Citizens is seeking a dynamic leader for the Head of Conversational AI and Virtual Engagement. This senior executive is responsible for defining and leading the enterprise strategy, development, and operation of AI-powered chatbots and live human chat programs across the bank. This role owns the end-to-end conversational experience for customers and internal users, blending advanced artificial intelligence, human-assisted workflows, and regulatory-compliant operations to deliver secure, scalable, and high-impact digital engagement.

This leader will shape how millions of customers interact with the Citizens across digital channels, driving measurable improvements in customer satisfaction, operational efficiency, risk management, and revenue enablement.

Key Responsibilities

Strategy & Vision

• Define and own the enterprise Conversational AI strategy for Citizens Virtual assistant Cizi and our Live chat program including, roadmaps, and operating model, aligned with business priorities and regulatory requirements.

• Establish a long-term vision for AI-driven customer engagement, including self-service, assisted service, and proactive outreach.

• Serve as an executive evangelist for responsible AI/ML adoption across customer-facing and internal use cases.

Product & Platform Leadership

• Oversee the design, development, and deployment of AI chatbots, virtual assistants, and live human chat platforms across web, mobile, and messaging channels.

• Ensure seamless orchestration between AI automation and human escalation, optimizing for resolution quality, speed, and cost.

• Partner with architecture and engineering teams to ensure scalable, secure, and resilient platforms.

AI, Data & Governance

• Collaborate with Data Science, Model Risk, Compliance, Legal, and Information Security to ensure AI models meet governance, explainability, privacy, and fairness standards.

• Establish performance metrics, monitoring, and continuous improvement loops for AI accuracy, bias, and customer outcomes.

• Oversee vendor strategy, including build-vs-buy decisions and third-party AI platform management.

Customer Experience & Operations

• Own key conversational KPIs (containment, CSAT, NPS, AHT, resolution rates, deflection, conversion).

• Partner with Contact Center and Operations leadership to integrate digital chat into broader service and sales workflows.

• Drive consistency of tone, branding, and experience across all conversational touchpoints.

People & Leadership

• Build and lead high-performing, cross-functional teams spanning product management, AI/ML, UX, engineering, and operations.

• Foster a culture of innovation, accountability, and responsible experimentation.

• Influence and align senior stakeholders across lines of business.

Experience, Skills and Competencies:

Required

• 10+ years of progressive leadership experience in digital products, AI, customer experience, or technology within financial services or highly regulated industries.

• Proven experience leading large-scale chatbot, conversational AI, or virtual assistant programs with measurable enterprise impact.

• Strong understanding of AI/ML concepts, NLP, automation, and human-in-the-loop systems (technical fluency required; hands-on coding not required).

• Deep familiarity with U.S. financial services regulations, risk management, and data privacy expectations.

• Executive-level communication and stakeholder management skills.

Preferred:

• Experience deploying AI in customer-facing environments.

• Prior ownership of contact center digital transformation or omnichannel engagement platforms.

Leadership Competencies:

• Strategic and systems thinker with strong execution discipline

• Customer-obsessed with a data-driven mindset

• Comfortable operating at the intersection of innovation, risk, and regulation

• Influential leader capable of driving change at enterprise scale

Education:

• MBA or advanced degree in Technology, Data Science, or a related field.

Hours & Work Schedule

Hours per Week: 40

Work Schedule: Monday through Friday

Pay Transparency 

The salary range for this position is $275,000 - $350,000 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the work location, and relevant skills and experience.

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits .

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.