Director, Operational Excellence and Innovation

Citadel•Exton, PA

About The Position

Citadel Credit Union is seeking a visionary leader to serve as Director of Operational Excellence and Innovation. The role drives process improvement within the Experience & Retail team, enhances existing business processes, and integrates emerging technologies—including blockchain (DLT), smart contracts, and artificial intelligence—into member and employee experiences to improve efficiency, automation, and service. The Director leads and influences business partners to modernize workflows and position Citadel as a technology leader in retail financial services. The Director supports Citadel’s Experience and Retail environments in meeting strategic initiatives for members. The position leads technology implementation, coordinates across business lines and partners, manages vendor relationships and pilot programs, and ensures solutions meet regulatory requirements. It also oversees staff training and adoption, monitors system performance, and refines retail workflows using analytics and stakeholder feedback.

Requirements

Seven or more years of experience in process improvement, project management, or technology implementation in retail financial services.
Bachelor’s degree.
Proven expertise in blockchain/DLT, smart contracts, and AI workflow automation.
Strong understanding of KYC/AML/NRA compliance and regulatory reporting in retail banking.
Experience with vendor selection and management for enterprise technology solutions.
Excellent leadership, communication, and stakeholder management skills.
Ability to analyze complex retail workflows and drive cross-functional collaboration.
Familiarity with zero-trust architecture and Microsoft Azure AD integration.
Experience with RPA tools and business process automation platforms.
Knowledge of UTAUT, TPB, and TAM models for user technology adoption.

Nice To Haves

MBA or advanced degree.
Prior experience in retail financial technology innovation or credit union operations.

Responsibilities

Lead the design and implementation of emerging technologies, including blockchain and AI-powered automation solutions for retail operations.
Collaborate with and serve as a liaison to business lines, including EPMO, Digital & Transformation, and Retail Operations & Support.
Coordinate testing and implementation of branch technology and compliance.
Liaise between the team and internal and external partners to support successful deployment of system upgrades and enhancements.
Manage team-related vendor relationships.
Oversee development and deployment of smart contracts to automate member onboarding, KYC/AML/NRA compliance, transaction processing, and reporting.
Identify, assess, and recommend blockchain platforms, smart contract frameworks, and AI vendors for retail automation initiatives.
Collaborate on system and workflow enhancements while acting as a vendor and system liaison.
Manage automation pilot programs, gather feedback, refine processes, and oversee full-scale deployment and staff training across team channels.
Ensure solutions meet regulatory requirements, maintain data immutability, and enhance fraud prevention through biometric and cryptographic security.
Monitor system performance, optimize retail workflows, and implement enhancements based on analytics and stakeholder input.
Develop and execute strategies to address resistance to technology adoption, including comprehensive staff training and phased implementation.