AI Product Management – Conversational AI & Agentic Platforms, Global Services - Director

Services provides global solutions that help corporations, financial institutions, public sector and commercial clients optimize operations and drive their business forward. Through our five business lines – Liquidity Management Services, Payments, Trade & Working Capital Solutions, Investor Services and Issuer Services - we provide cash management, payments/receivables solutions, working capital solutions, post-trade securities services and issuer services across Citi’s global network.

Own and Shape Citi Services’ Universal Chat AI Agenda - Lead the strategy, development, and global deployment of Citi’s Universal Chat Agent platform, building intelligent conversational experiences that transform how employees, operations teams, and clients access information, complete work, and interact with Citi Services.

About the Initiative

Background

Platform and Data Services is a strategic enabler across Citi, providing client and internal platforms, shared services, data capabilities, and operational infrastructure that support employees and clients globally. As Citi accelerates its AI transformation, conversational AI and agentic experiences have become a critical component of the firm’s digital strategy. Universal Chat Agent serves as the central engagement layer connecting users with enterprise knowledge, workflows, platforms, and services through natural language interactions. The platform is designed to deliver secure, scalable, AI-powered experiences that improve productivity, simplify complex processes, increase operational efficiency, and enhance client and employee experiences across the globe.

The Director, AI Product Manager will serve as the strategic and execution leader responsible for defining and scaling the Universal Chat ecosystem, driving adoption of AI-powered assistants, agentic workflows, and intelligent automation capabilities throughout Citi.

Strategic Mandate

• Develop and Implement Common Conversational AI Platform
  Define and execute the vision for Citi Services’ Universal Chat Agent ecosystem, creating a unified AI-powered experience that enables employees and clients to access information, knowledge, services, and workflows through conversational interfaces.
• Agentic AI & Intelligent Automation
  Drive the development of AI agents capable of orchestrating operational workflows, retrieving information, automating tasks, and assisting users with increasingly complex business processes while maintaining appropriate governance and controls.
• Employee Productivity & Operational Transformation
  Identify and deliver AI-powered capabilities that reduce manual work, accelerate decision-making, improve service delivery, and enhance productivity across Operations, Technology, Risk, Compliance, and Business teams.
• Client Experience Innovation
  Partner across businesses to develop conversational experiences that simplify client interactions, improve self-service capabilities, and create differentiated digital experiences.
• Responsible AI & Enterprise Controls
  Ensure all AI capabilities are developed in accordance with Citi’s enterprise governance standards, data controls, model risk requirements, security policies, and regulatory obligations.

What You’ll Do

Responsibilities

• DEFINE & EXECUTE THE Common CHAT STRATEGY
  Own the global product vision and roadmap for Universal Chat Agent. Define priorities, use cases, and investment strategies while balancing innovation, scalability, business value, and adoption goals.
• BUILD AI AGENTS
  Lead the design and deployment of intelligent agents capable of executing tasks, accessing systems, orchestrating workflows, and delivering actionable insights through conversational interfaces.
• DRIVE AI-POWERED EMPLOYEE EXPERIENCES
  Develop AI solutions that improve employee productivity by providing intelligent knowledge retrieval, workflow assistance, operational guidance, case support, policy access, and decision support capabilities.
• DELIVER OPERATIONAL TRANSFORMATION
  Identify and implement AI-driven opportunities to simplify processes, reduce manual effort, automate repetitive activities, and improve service quality across shared services and operations functions.
• CREATE A CONNECTED ECOSYSTEM
  Partner with platform and product owners and technology teams to integrate Universal Chat Agent with applications, knowledge repositories, workflow platforms, digital …