Business Transformation Director, AI Transformation

JPMorganChase•Wilmington, NC

About The Position

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 AI, digital capabilities, operating model modernization, and strategic partnerships. You will advise senior executives and business leaders, influence strategic decisions and transformation investments, and define roadmaps, mobilize cross-functional teams, establish governance and performance frameworks, and deliver measurable outcomes across customer experience, operational efficiency, risk management, and financial performance. The role involves highly visible projects and collaboration with senior leaders across Product, Digital, Operations, Analytics, Technology, Risk, Finance, and Business Management. Areas of focus include AI-powered journey transformation, operating model redesign, strategic investment prioritization, customer experience modernization, digital enablement, and large-scale business transformation.

Requirements

10+ years of experience in strategy, management consulting, transformation, digital product strategy, operations, financial services, or a related field.
Proven experience leading large-scale, enterprise-wide transformation programs with 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, organizational change management, and governance for controlled transformation execution.
Strong strategic thinking and structured problem-solving skills, including 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.
Ability to balance strategic vision with operational execution and measurable results.

Responsibilities

Define and lead the strategic vision, priorities, and multi-year roadmap for AI-enabled transformation across customer and employee experiences.
Partner with executive leadership to identify and prioritize opportunities that accelerate digital adoption, improve customer outcomes, and drive operational efficiency.
Lead complex enterprise transformation initiatives from strategy through execution, aligning multiple businesses and functional partners.
Translate emerging AI, digital, and customer experience trends into actionable business strategies.
Influence investment decisions through enterprise business cases, value-creation strategies, and transformation roadmaps.
Maintain a strong control environment while enabling compliant and responsible AI deployment.
Build executive relationships across Product, Digital, Operations, Technology, Risk, Finance, Analytics, and Business teams, and advise on strategic priorities, transformation opportunities, and operating model decisions.
Lead executive steering committees, governance forums, and transformation reviews to align organizations around enterprise outcomes and competing priorities.
Identify, evaluate, prioritize, and scale AI capabilities across customer and operational journeys using frameworks that consider customer impact, financial value, technical feasibility, and operational readiness.
Oversee journey assessments to identify customer friction and operational inefficiencies and enable end-to-end redesign.
Design and implement operating models that establish journey ownership and accountability, governance, decision-making frameworks, and performance management processes.
Own executive reporting, KPI frameworks, and benefits realization accountability across customer experience, operational performance, adoption, employee experience, and financial outcomes.
Provide decision-ready analyses and recommendations.
Lead, coach, and develop high-performing teams; build capabilities in strategy, AI transformation, change management, and value realization; foster an inclusive high-performance culture; and develop talent and succession capabilities.