Business Transformation Director, AI Transformation

JPMorgan Chase & Co.•Wilmington, DE

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 the application of AI, digital capabilities, operating model modernization, and strategic partnerships. You will serve as a trusted advisor to senior executives and business leaders, influencing strategic decisions, transformation investments, and execution priorities across the firm. You will define transformation roadmaps, mobilize cross-functional teams, establish governance and performance frameworks, and deliver measurable outcomes spanning customer experience, operational efficiency, risk management, and financial performance. The role requires exceptional strategic thinking, executive presence, organizational leadership, and the ability to navigate highly complex environments while driving enterprise-wide change. Projects are highly visible and involve collaboration with senior leaders across Product, Digital, Operations, Analytics, Technology, Risk, Finance, and Business Management. The role leads efforts that include AI-powered journey transformation, operating model redesign, strategic investment prioritization, customer experience modernization, digital enablement, and large-scale business transformation initiatives.

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 journey 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, ensuring alignment across multiple businesses and functional partners.
Translate emerging AI, digital, and customer experience trends into actionable business strategies.
Influence investment decisions by developing enterprise business cases, value creation strategies, and transformation roadmaps.
Maintain a strong control environment while enabling compliant and responsible AI deployment.
Build and maintain executive relationships across Product, Digital, Operations, Technology, Risk, Finance, Analytics, and Business teams; advise on strategic priorities, transformation opportunities, and operating model decisions.
Lead executive steering committees, governance forums, and transformation reviews to drive cross-organizational alignment and enterprise outcomes.
Identify, evaluate, and scale AI capabilities across customer and operational journeys; prioritize use cases based on 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, with clear governance, decision-making frameworks, and performance management processes.
Own executive-level 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 strategy, AI transformation, change management, and value realization capabilities; foster an inclusive high-performance culture; and develop talent and succession strategies.

Benefits

Competitive total rewards package, including base salary determined by role, experience, skill set, and location.
Eligible roles may receive commission-based pay and/or discretionary incentive compensation in cash and/or forfeitable equity.
Comprehensive health care coverage.
On-site health and wellness centers.
Retirement savings plan.
Backup childcare.
Tuition reimbursement.
Mental health support.
Financial coaching.

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