Director, Operational Excellence and Innovation

Citadel Credit Union•Uwchlan Township, PA

About The Position

Citadel Credit Union is seeking a visionary leader to drive process improvement within the Experience & Retail team and enhance its business processes. The Director will integrate emerging technologies—including blockchain (DLT), smart contracts, and artificial intelligence—into member and employee experiences to improve efficiency, automation, and service. The role will lead and influence efforts to modernize workflows and position Citadel as a technology leader in retail financial services. The Director supports strategic initiatives across Citadel’s Experience and Retail environments. Responsibilities include leading emerging-technology design and implementation, coordinating with business partners, managing vendors and pilots, and overseeing the deployment of automation solutions and staff training. The role also ensures solutions meet regulatory requirements and uses system performance, analytics, and stakeholder feedback to improve retail workflows.

Requirements

At least 7 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 for retail operations.
Collaborate with and serve as a liaison to business areas including EPMO, Digital & Transformation, and Retail Operations & Support.
Coordinate testing and implementation of branch technology and compliance.
Serve as a liaison 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 pilots for automation solutions, 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.