MD, Head of Artificial Intelligence (AI), Services – Platform & Data Services (PDS)

About the Team

Citi Services is at a pivotal moment redefining how global institutions interact with financial platforms through data, intelligence, and seamless digital experiences. Platform & Data Services (PDS) sits at the core of this transformation, powering mission-critical capabilities across Payments, Liquidity, Trade, Investor Services and Issuer Services.

We are building the next generation of intelligent platforms—where AI is not an overlay, but a foundational capability embedded across every client journey, operational process, and decision layer.

Job Description:

The Head of AI for Services will define and operationalize how AI reshapes a multi-trillion-dollar franchise embedding intelligence into platforms, transforming client experiences, and unlocking step-change improvements in efficiency, risk management, and revenue growth.

Reporting to the Head of Platform & Data Services, with a strong matrix into the Services COO, this role will:

• Own the end-to-end AI strategy, productization, and value realization across Services
• Drive enterprise-scale adoption of AI across CitiDirect, CitiConnect, CitiManager, Onboarding, Pricing & Billing, Servicing, and data platforms
• Build a durable AI capability spanning platforms, models, governance, and talent
• Operate as a senior advisor to Services leadership on AI-driven transformation and competitive positioning

This leader will move beyond experimentation—industrializing AI at scale across one of the world’s largest financial institutions.

Responsibilities:

Define and lead the AI Transformation Agenda

• Establish a clear, multi-year AI vision and roadmap aligned to Services’ strategic priorities (client experience, growth, efficiency, and risk excellence)
• Identify and prioritize high-impact AI use cases across: Intelligent client servicing (GenAI copilots, conversational interfaces); Predictive analytics (liquidity, flows, client behavior); Automation at scale (onboarding, operations, exception handling); Data-driven insights and decisioning platforms
• Position Citi as a market leader in AI-enabled transaction banking and issuer and investor services

Industrialize AI Across Platforms and Products

• Own the end-to-end lifecycle of AI products from ideation to scaled deployment and continuous optimization
• Embed AI natively into core platforms including: CitiDirect (client experience transformation); CitiConnect (API intelligence and orchestration); Onboarding and servicing ecosystems; Pricing, Billing & Statements for clients
• Drive reusable AI capabilities and platforms (models, services, APIs) to enable scale and speed
• Lead the development of GenAI-powered applications, NLP interfaces, and advanced analytics solutions

Build a World-Class AI Capability

• Recruit and lead a global team of AI leaders, data scientists, and ML engineers
• Establish a hub-and-spoke operating model balancing central platform capabilities with domain-aligned execution
• Foster a culture of innovation, experimentation, and rapid iteration while maintaining enterprise rigor
• Upskill the broader organization—embedding AI fluency across product, operations, and client teams

Drive Measurable Business Value

• Define and track clear value metrics, including: Client experience (CSAT, digital adoption, self-service rates); Productivity and cost efficiency (automation, cycle time reduction); Revenue uplift (client engagement, cross-sell, new propositions); Risk reduction (error rates, compliance, fraud detection)
• Build a robust ROI framework to prioritize and scale high-impact use cases
• Deliver material, measurable outcomes tied to Services’ financial and strategic goals

Establish Responsible AI and Governance at Scale

• Lead the design and implementation of a best-in-class AI governance framework, including: Model risk management and explainability; Data privacy, security, and regulatory compliance; Bias detection and ethical AI standards
• Partner with Risk, Compliance, and Technology to ensure safe, transparent, and auditable AI deployment
• Position Citi as a leader in responsible AI within financial services

Influence at the Highest Levels

• Serve as the primary AI advisor to Services leadership and senior stakeholders
• Translate complex AI concepts into clear business outcomes and strategic decisions
• Engage with extern