Head of AI Customer Experience
Core
Define and deliver AI-powered customer experiences for a global financial institution, shaping strategy, roadmap, and execution to anticipate needs and simplify financial decisions.
Role type
Senior product leader (Head of AI Customer Experience)
Builds
AI-driven customer journeys, personalization engines, conversational AI, and agentic capabilities across retail banking segments.
Domain
Financial services / Retail banking / AI
Deliverable
product features
Required skills
Strategic vision, roadmap planning, stakeholder influence, cross-functional leadership, digital product strategy, customer journey innovation, regulatory compliance navigation, team building, data-driven decision making.
Preferred skills
Master's degree, experience in ambiguous environments, change management expertise.
Technologies
Conversational AI, Agentic AI, Personalization engines, Data analytics platforms.
Responsibilities
Lead multi-year strategy and roadmap for AI customer experiences; translate customer needs and AI tech into products; define personalization and conversational AI capabilities; partner with business and tech leaders for execution; build and lead a high-performing product team; establish success metrics and performance measures; ensure responsible AI deployment with Risk, Compliance, and Legal; serve as a thought leader to senior executives.
Seniority
Senior, hands-on IC with leadership responsibilities
