AI Governance & Scrum Master Lead

Customers Bank•Malvern, PA

About The Position

The AI Governance & Scrum Master Lead will play a foundational role in enabling Customers Bank’s AI, automation, and data-driven initiatives to scale in a responsible, well-governed, and predictable manner. This is an opportunity to join at the ground floor of the bank’s AI and automation journey and help define how intelligent solutions are governed, delivered, and operationalized across the enterprise. Working as part of a cross-functional delta team, the AI Governance & Scrum Master Lead will partner closely with RPA developers, data engineers, analytics teams, and business stakeholders to ensure AI-enabled solutions are delivered effectively while meeting regulatory, risk, and ethical standards. The role emphasizes both delivery execution discipline and AI governance leadership, with a strong focus on transparency, accountability, and sustainable adoption. This position sits within the data and strategy organization and contributes directly to high-visibility initiatives tied to operational efficiency, automation, and AI enablement.

Requirements

5+ years of experience in agile delivery leadership, program governance, operations strategy, or digital transformation, ideally within financial services, banking, or fintech.
Experience supporting or governing AI, automation, or data-driven initiatives in regulated environments.
Strong understanding of banking operations and regulatory considerations (e.g., CIP, KYC, operational risk, model risk management).
Proven experience facilitating cross-functional teams and driving execution across complex initiatives.
Bachelor’s degree required
Strong understanding of AI governance concepts, including risk management, ethical considerations, and regulatory alignment.
Hands-on experience serving as a Scrum Master or agile delivery lead.
Familiarity with Generative AI tools and capabilities and their operational implications.
Experience working with delivery and reporting tools such as Jira, Power BI, or similar platforms.
Ability to interpret delivery metrics, KPIs, and operational performance indicators.
Collaborative and facilitative leadership style with a strong partnership mindset.
Highly organized, with strong attention to detail and follow-through.
Able to translate complex AI, risk, and delivery concepts into clear, actionable guidance for non-technical audiences.
Comfortable balancing governance rigor with speed of delivery and innovation.
Calm, adaptable, and effective in fast-paced, evolving environments.

Nice To Haves

advanced degree or relevant certifications preferred.
Experience supporting automation platforms (e.g., RPA) or data/AI delivery teams.

Responsibilities

Establish and maintain AI governance frameworks, standards, and controls to ensure responsible and compliant use of AI and automation across the organization.
Partner with Risk, Compliance, Legal, and Technology teams to ensure AI-enabled solutions align with regulatory requirements, internal policies, and ethical guidelines.
Serve as Scrum Master for AI, automation, and data-focused delivery teams, facilitating sprint planning, standups, reviews, and retrospectives.
Drive delivery discipline by tracking progress, risks, dependencies, and outcomes across cross-functional initiatives.
Remove impediments and foster strong collaboration across business and technical teams operating within the delta team model.
Support documentation, audit readiness, and transparency for AI-enabled workflows, models, and automation solutions.
Monitor delivery performance and operational outcomes using KPIs and dashboards; provide insights and recommendations for continuous improvement.
Coordinate change management, communication, and training efforts to support adoption of AI and automation solutions.
Act as a central liaison between Operations, Technology, Data, Risk, Compliance, and business stakeholders.
Promote agile best practices while adapting delivery approaches to a regulated financial services environment.
Stay current on emerging AI governance practices, agile delivery methods, and industry standards.