Head of Agentic Servicing Desktop Delivery

Citi • Irving, TX

10d • $156,160 - $234,240 • Hybrid

About The Position

The Head of Agentic Servicing Desktop Delivery will lead the build and delivery of a unified, intelligent agentic servicing desktop. This role will replace two large-scale legacy platforms serving over 14,000 customer-facing agents across Branded Cards and Retail Banking. As a Senior Vice President within Citi's technology organization, this role carries end-to-end ownership of architecture, delivery, migration, and the agentic capability set that will define how agents interact with customers at scale. This is a significant opportunity to lead a foundational transformation program at a leading financial institution, impacting the tools, workflows, and experiences of a global servicing organization.

Requirements

• 10 or more years of experience in technology, transformation, or operations within financial services, specifically in credit cards or retail banking.
• 8 or more years owning, modernising, or leading large-scale delivery for an enterprise agent servicing platform, with a clear track record of programme execution at scale.
• Hands-on experience working with AI or ML platforms, agentic AI frameworks, or intelligent automation deployed in a regulated financial services environment.
• Demonstrated ability to build and lead large delivery organisations, including hiring into highly specialised or scarce skill areas.
• Deep knowledge of credit card servicing operations — spanning disputes, fraud, credit line management, payments, and collections — alongside fluency in the applicable regulatory environment, including CFPB, PCI-DSS, BSA/AML, and data privacy requirements.
• Ability to engage and influence senior leaders across technology and business functions, building shared alignment on priorities, sequencing, and delivery outcomes.

Nice To Haves

• Technical familiarity with one or more of the following: Pega Chordiant, Java, Angular, Python, microservices architecture, REST or GraphQL APIs, LLM integration and retrieval-augmented generation, CTI or softphone middleware, OpenShift, Kubernetes, Kafka, vector databases, Splunk, or CI/CD tooling.
• Experience delivering back-office AI agent implementations or enterprise workflow automation in a financial services context.
• Familiarity with Agile or SAFe delivery at scale, applied across multi-team programme structures.
• Experience operating within enterprise technology governance frameworks, with the ability to contribute to the definition of organisation-wide engineering standards.
• Bachelor's degree in Computer Science, Engineering, Business Administration, or a related field. Master's degree preferred.

Responsibilities

• Define and own the target-state architecture and technical design of a unified agentic servicing desktop, delivering across multiple programme waves from discovery and design through to build and deployment.
• Build, lead, and develop a high-performing delivery organisation, including hiring into scarce and specialist skill areas across a legacy technology estate that is approaching end of life.
• Own and evolve the agentic capability set embedded within the desktop, including Agent Assist, next-best-action, guided workflows, intelligent automation, and associated compliance guardrails.
• Manage the stability, release train, and production support of the existing Sawgrass platform through to its full decommission, while leading the migration of both legacy desktops onto the unified platform.
• Conduct reverse engineering and gap analysis of the legacy estate to establish a clear and sequenced path to target state, translating technical findings into actionable delivery plans.
• Partner with Operations, Front Office, Back Office, Risk and Compliance, and core banking and AI platform teams to align on requirements, integration dependencies, and adoption readiness.
• Manage resources, budgets, and delivery priorities across teams, ensuring outcomes are consistently met within defined programme parameters.

Benefits

• medical, dental & vision coverage
• 401(k)
• life, accident, and disability insurance
• wellness programs
• paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Senior