Head of Agentic Servicing Desktop Delivery

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments, and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. As a bank with a brain and a soul, Citi creates economic value that is systemically responsible and in our clients’ best interests. As a financial institution that touches every region of the world and every sector that shapes your daily life, our Enterprise Operations & Technology teams are charged with a mission that rivals any large tech company. Our technology solutions are the foundations of everything we do from keeping the bank safe, managing global resources, and providing the technical tools our workers need to be successful to designing our digital architecture and ensuring our platforms provide a first-class customer experience. We reimagine client and partner experiences to deliver excellence through secure, reliable, and efficient services. Our commitment to diversity includes a workforce that represents the clients we serve from all walks of life, backgrounds, and origins. We foster an environment where the best people want to work. We value and demand respect for others, promote individuals based on merit, and ensure opportunities for personal development are widely available to all. Ideal candidates are innovators with well-rounded backgrounds who bring their authentic selves to work and complement our culture of delivering results with pride. If you are a problem solver who seeks passion in your work, come join us. We’ll enable growth and progress together.

Overview The Head of Agentic Servicing Desktop Delivery to lead the build and delivery of a unified, intelligent agentic servicing desktop that will replace two large-scale legacy platforms serving over 14,000 customer-facing agents across Branded Cards and Retail Banking. Sitting within Citi's technology organization, this Senior Vice President 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 rare opportunity to shape a foundational transformation program at one of the world's leading financial institutions, with real and lasting impact on the tools, workflows, and experiences of a global servicing organization.

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. Required Qualifications & Skills 10 or more years of experience in technology, transformation, or