Help shape the next generation of how customers shop for banking products. Join the Becoming a Customer Digital Shopping team to lead bold, practical innovation that uses AI to make it easier for customers to discover, understand, compare, and choose the right products with confidence.

As a Vice President, Shopping Innovation & AI Strategy on the Digital Shopping team within Becoming a Customer, you will set the vision to modernize consumer deposit shopping. You will lead our agentic shopping strategy and identify broader opportunities to apply AI across the customer journey, from insight generation and content intelligence to personalization, decision support, experimentation, and experience orchestration.

Job Responsibilities

• Develop and lead the multi-year vision for shopping innovation, with agentic shopping as a core growth and customer experience priority.
• Reimagine how customers discover, evaluate, compare, and select banking products across public, authenticated, and assisted (in-branch) experiences.
• Identify and prioritize high-value uses of AI across the shopping journey, including customer insights, personalization, recommendations and decision support, content intelligence, experimentation, workflow automation, and agent-enabled experiences.
• Translate emerging technologies and changing customer behaviors into focused strategies, business cases, roadmaps, and near-term experiments.
• Define the role of AI agents in the shopping ecosystem, including where they should inform, recommend, personalize, or act—and where human judgment, customer consent, and controls must remain central.
• Champion responsible, customer-centered AI by establishing clear success measures, evidence standards, human-in-the-loop controls, and appropriate risk and compliance engagement.
• Partner across marketing, product, design, analytics, technology, legal, risk, and controls to align priorities, remove barriers, and deliver shared outcomes without direct authority.
• Build an experimentation agenda that tests customer value, commercial impact, trust, operational feasibility, and scalability before broader rollout.
• Use customer research, behavioral data, market intelligence, and competitive trends to identify unmet needs and inform strategic choices.
• Create compelling executive narratives that simplify complex ideas, frame tradeoffs, secure decisions, and sustain momentum across senior stakeholders.
• Define and report meaningful outcomes, including improvements in customer confidence, engagement, conversion, incremental account growth, and speed from insight to market.

Required Qualifications, Capabilities, and Skills

• Bachelor’s degree in marketing, business, strategy, analytics, design, technology, or a related field.
• 7+ years of experience leading digital strategy, customer experience, innovation, growth, or transformation initiatives.
• Demonstrated experience turning ambiguous customer or business problems into a clear vision, strategic choices, a roadmap, and measurable outcomes.
• Genuine, hands-on AI fluency beyond basic chat or content generation, with experience applying AI to real workflows, customer experiences, or decision processes.
• Working understanding of agentic AI, including multi-step workflows, tool use, data and source grounding, autonomy boundaries, human approval points, and failure modes.
• Practical judgment about when AI is ready to scale, when it requires additional controls or testing, and when a deterministic or human-led solution is more appropriate.
• Proven ability to lead complex cross-functional initiatives and influence senior stakeholders without relying on formal authority.
• Strong customer-centered and analytical problem-solving skills, with the ability to connect qualitative insight, behavioral data, and commercial outcomes.
• Experience designing and scaling test-and-learn programs, new digital capabilities, or modernized customer journeys.
• Excellent written and verbal communication skills, including the ability to translate technical concepts for non-technical audiences and create concise, executive-level presentations.
• Comfort operating with ambiguity, making informed decisions with incomplete information, and adjusting direction as evidence changes.