**Client Onboarding & Service AI Strategy VP (Chicago, IL)**
Drive AI-driven transformation in client onboarding and service. Lead portfolio management, collaborate cross-functionally, and deliver executive-level reporting. Key responsibilities include AI use case evaluation, operating model management, and KPI definition. Requires 15+ years experience in program management, 7+ years in product ownership/operations, AI understanding, and strong leadership skills.
Full Job Description
Location: Chicago, IL, United States
Are you ready to lead transformative AI initiatives that shape the future of client onboarding and service? Join us to drive innovation, scale impactful solutions, and influence the strategic direction of a global financial leader. This is your opportunity to work at the forefront of AI adoption, collaborating with senior leaders and high-performing teams to deliver measurable results. Together, well set new standards for operational excellence and client experience. Make your mark in a role where your leadership and vision will have firmwide impact.
Job Summary
As an AI Strategy VP in the Client Onboarding and Service team, you will drive the end-to-end delivery of AI-enabled solutions that transform client onboarding, servicing, and contact center operations. You will partner with cross-functional teams to prioritize, implement, and scale AI solutions, ensuring alignment with business goals and measurable outcomes. We value collaboration, transparency, and a culture of continuous improvementyour leadership will help us achieve our ambitious goals and set new benchmarks for success.
Job Responsibilities
Lead the intake, evaluation, prioritization, and scaling of AI use cases across client onboarding, servicing, and contact center functionsManage the AI portfolio operating model, including documentation, implementation, change management, and ongoing planningDefine and track key performance indicators (KPIs) and objectives and key results (OKRs) for program performance and outcomesProduce and deliver executive-ready reporting on portfolio performance, outcomes, and key accomplishmentsBuild, lead, and mentor a high-performing team of program managers, ensuring the team has the skills, tools, and capacity to meet objectivesDrive a culture of continuous improvement through best practice sharing and lessons learnedPartner with cross-functional teams to align priorities, manage dependencies, and communicate risks and issues to leadershipAdvise and influence senior leaders on portfolio priorities, capability investments, and major change initiativesBuild trusted relationships with key stakeholders to drive alignment, decision-making, and adoption of AI solutionsRemove blockers, manage escalations, and ensure timely delivery of program objectivesDesign structured prompt patterns and interaction flows for agent assist, case triage, classification, summarization, and document processingSpecify retrieval and grounding approaches, define expected AI behaviors, and establish escalation criteriaWrite user stories that define inputs, outputs, edge cases, and acceptance criteria grounded in operational realityCreate evaluation rubrics covering quality, factuality, helpfulness, safety, tone, and complianceBuild and maintain curated test sets with clear error taxonomies and severity definitionsDefine offline evaluation standards and support online experiments (A/B tests, champion challenger)Design Human-in-the-Loop workflows, reviewer guidelines, calibration routines, and QA sampling methodsEnsure auditability through decision logs, rationale summaries, and traceable inputs/outputsPartner with Data and Technology teams to instrument dashboards linking AI features to business KPIs and risk indicatorsDefine release gates, monitor for drift and regressions, and own incident playbooks for quality or safety issuesCo-create training materials, playbooks, and quick reference guides for front-line teamsRun pilots and structured feedback loops with Operations and Contact Center leadersCommunicate impact clearly and support changes to roles, capacity, metrics, and controlsApply privacy, appropriate use, and data handling standards throughout solution designDesign for explainability, transparency, and audit readinessPartner with Risk, Compliance, and Model Governance to meet model risk controls and documentation requirementsRequired Qualifications, Capabilities, and Skills
Bachelors degree required15 years of industry experience in program management and change management within a large-scale organization, focusing on transformation initiatives (for Singapore: must have 15 years experience)7 years of experience in product ownership, business analysis, service design, consulting, or operations within financial services or a regulated environment (for Singapore: must have 7 years experience)Strong understanding of AI and machine learning algorithms, frameworks, and applicationsHigh proficiency with Microsoft PowerPoint for executive-level documents and Excel for program analyticsExperience with Microsoft SharePoint and data visualization tools such as Alteryx or TableauStrategic thinking and problem-solving abilities, with proven experience applying analytical tools to develop solutionsAbility to work independently, manage multiple priorities, and deliver results in a fast-paced environmentStrong organizational and project management skills with attention to detailExcellent interpersonal skills and ability to build effective partnerships with all levels of management across diverse functions and locationsStrong leadership and team-building skillsExcellent oral and written executive-level communication and presentation skillsProven ability to translate business problems into clear, measurable requirements and acceptance criteriaHands-on experience designing prompts, defining evaluation criteria, and operating human-in-the-loop review in pilot or production AI use casesFamiliarity with common AI capability patterns (retrieval grounded assistants, summarization, classification, document extraction)Command of onboarding and service metrics and levers: cycle time, exceptions, containment, FCR, AHT, ASA, abandon, QA, CSAT/NPSExperience interpreting offline evaluation results and online experiment outcomes to drive decisionsExcellent stakeholder management across Operations, Contact Center, Product, Data, Technology, Risk, and CompliancePreferred Qualifications, Capabilities, and Skills
Masters degree in business administration (MBA)Prior experience in AI/ML technology deliveryExperience leading large-scale transformation initiatives in financial services or related industriesDemonstrated ability to influence senior stakeholders and drive major change initiativesExperience in building and mentoring high-performing teamsFamiliarity with governance, design standards, and performance measurement for AI programsProfessional qualifications from reputable training institutes or professional bodies (for Hong Kong: due recognition should be given)Experience building gold sets, error taxonomies, reviewer playbooks, and calibration frameworksWorking knowledge of retrieval, grounding, and prompt safety patterns; awareness of common failure modes and mitigationsFamiliarity with BI tools and KPI dashboards; ability to interpret analytics or basic SQL outputsBackground in service blueprinting, Lean/continuous improvement, or change managementUnderstanding of model risk management and responsible AI practices in regulated environmentsOfficer Title and Job Grade will be determined at time of offer and may differ from this posting.
Lead and scale AI solutions for client onboarding and service, driving transformation and executive reporting across the firm.
