AI Customer Journey Expert - WB Lending

Wholesale Banking is accelerating its broader transformation agenda, and within that journey the Lending Domain is sharpening its focus on speed, impact and scalability. We operate in an environment where market dynamics shift quickly, regulatory expectations evolve, and technology moves faster than traditional delivery cycles. In this reality, the teams that win are the ones that can continuously translate change into action.

At the same time, AI is rapidly redefining what’s possible in Lending. From smarter decisioning and more efficient client servicing to better risk insights and streamlined operations, AI and data-driven ways of working are becoming core to how we deliver value. The opportunities with AI are big—but capturing it requires the right capabilities: people who can spot high-impact use cases, shape them into implementable initiatives, and drive delivery with pace, clarity and strong governance.

That’s why Tribe Lending is investing in building and strengthening the skills needed to maximise AI’s potential. We’re looking for professionals who can bridge business and technology, act as a sparring partner to stakeholders, and move initiatives from opportunity to adoption—ensuring we not only explore AI, but deliver measurable outcomes at speed.

The Team

You will be part of the AI Area in Tribe Lending that is consisting of a business and tech team. Together you drive the AI agenda, prioritize the use cases and drive the adoption across the whole Lending domain (Transaction Management, Portfolio Management, Global Lending Support, Lending Operations & Tribe).

Roles and responsibilities

As an AI Expert you will be entrusted with a broad set of activities and responsibilities, including:

• Identify, shape and prioritise AI opportunities across the Lending domain, translating business needs into a clear pipeline with measurable outcomes and value cases
• Act as a sparring partner for business teams and Tech, challenging problem statements, aligning expectations, defining the right scope and translating demand into implementable requirements and delivery scopes
• Drive end-to-end implementation cycles for AI initiatives, from discovery and feasibility through MVP, rollout and scaling—ensuring timely delivery and realised business impact
• Coordinate stakeholders across Business, Tech/IT, Data, Risk, Compliance, Legal and Security to ensure smooth decision-making, clear ownership and strong delivery governance
• Embed governance, risk and compliance considerations early (e.g., privacy, security, model risk, auditability), ensuring initiatives are safe, compliant and aligned with internal standards
• Lead and/or facilitate workshops, intake sessions and decision forums to accelerate clarity, alignment and delivery.
• Act as the SPOC towards the global AI workforce for the Lending domain
• Ensure operational readiness for go-live, including process changes, controls, support model, monitoring, and clear accountability for “run” activities.
• Track adoption and benefits post-implementation, using data and feedback to continuously improve solutions and scale what works.

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself. The skills and experience we’re seeking:

• Proven track record of driving (AI) transformation from idea to production, delivering measurable outcomes (efficiency, risk reduction, customer impact, or revenue)
• Experience and/or demonstrated interest in AI
• Strong business partnering skills, with the confidence to challenge stakeholders and the empathy to bring people along through change
• Solid programme/project delivery skills (Agile and/or hybrid), including roadmap planning, dependency management, scope control, and benefits tracking
• Portfolio prioritisation mindset: you can balance impact, feasibility, risk and capacity—stopping low-value work and scaling proven initiatives
• Strong data mindset: you understand the importance of data quality, ownership and operational processes to make AI work reliably in real life
• Excellent communication and executive storytelling skills: concise, structured, and able to simplify complexity into clear options and recommendations
• Collaborative, proactive and outcome-driven: you thrive in cross-functional environments and can influence without formal authority

Rewards and benefits

We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions at