What are the responsibilities and job description for the Director – AI Transformation & Operational Excellence position at JCW Group?
Director – AI Transformation & Operational Excellence
Location: Charlotte, NC (Hybrid)
Industry: Banking & Financial Services
The Opportunity
A leading financial institution is seeking an Executive Director of AI Transformation & Operational Excellence to shape the future of customer operations, service delivery and intelligent automation across the enterprise.
This is a highly visible leadership role responsible for defining and executing the strategic roadmap for Generative AI, intelligent automation, process transformation and customer experience improvement initiatives across large-scale banking operations.
You will partner directly with senior executives to identify opportunities to modernize service models, increase operational efficiency, improve customer outcomes and accelerate the adoption of AI-enabled capabilities across contact centers, branch operations and back-office functions.
What You'll Do
- Lead enterprise-wide AI and transformation initiatives across customer and operational functions.
- Develop strategic roadmaps for Generative AI, agentic AI, virtual assistants and intelligent workflow solutions.
- Drive large-scale process optimization and operational excellence programs delivering measurable business outcomes.
- Partner with Operations, Technology, Risk, Compliance and Product teams to execute transformation priorities.
- Identify opportunities to reduce service demand, increase self-service adoption and improve first-contact resolution.
- Build business cases and investment strategies for AI and automation initiatives.
- Establish performance metrics and governance frameworks to ensure sustainable value realization.
- Lead cross-functional teams responsible for process engineering, customer journey redesign and change management.
- Serve as a trusted advisor to executive leadership on future-state operating models and emerging AI capabilities.
What We're Looking For
- 15 years of leadership experience within banking, financial services or highly regulated industries.
- Demonstrated success leading large-scale business transformation and operational excellence programs.
- Deep expertise in process engineering, customer operations, continuous improvement and service optimization.
- Strong understanding of Generative AI, intelligent automation, customer service technologies and digital transformation.
- Experience delivering multimillion-dollar business benefits through transformation initiatives.
- Ability to influence executive stakeholders and lead enterprise-wide change.
- Six Sigma, Lean, Process Excellence or related transformation experience highly valued.
Why Join
- Opportunity to shape the next generation of AI-enabled banking operations.
- Executive-level visibility and influence.
- Significant investment and commitment to transformation initiatives.
- Collaborative leadership team focused on innovation and customer experience.
- Competitive executive compensation package, annual incentives and long-term career growth.
If you're passionate about combining AI, operational excellence and strategic transformation to redefine the future of banking, we'd welcome the opportunity to speak with you.