Head of Conversational AI and Virtual Engagement

Job 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 respons...