AI Governance & Scrum Master Lead

At Customers Bank, we believe in working hard, working smart, working together to deliver memorable customer experiences and having fun. Our vision, mission, and values guide us along our path to achieve excellence. Passion, attitude, creativity, integrity, alignment, and execution are cornerstones of our behaviors. They define who we are as an organization and as individuals. Everyone is encouraged to have personal development plans. By doing so, our team members are on their way to achieve their highest potential and be successful in their personal and professional lives.

Must be legally eligible to work in the United States without sponsorship, now or in the future, to be considered.

We’re looking for builders who want to be early — not in a startup with no guardrails, and not in a legacy organization where change is slow, but in the rare middle ground where innovation actually ships. This team has a clear mandate and strong executive air cover: AI and automation were called out as a strategic priority on our most recent earnings call and are top of mind for the CEO and executive team, with direct support from senior leadership. The opportunity is ownership — helping reimagine how banking gets done by blending legacy and modern technologies, building durable capabilities from the ground up, and contributing to a model for what a 21st-century bank can look like.

Who is Customers Bank?

Founded in 2009, Customers Bank is a super-community bank with over $22 billion in assets. We believe in dedicated personal service for the businesses, professionals, individuals, and families we work with.

We get you further, faster. 

Focused on you: We provide every customer with a single point of contact. A dedicated team member who’s committed to meeting your needs today and tomorrow.

On the leading edge: We’re innovating with the latest tools and technology so we can react to market conditions quicker and help you get ahead.

Proven reliability: We always ground our innovation in our deep experience and strong financial foundation, so we’re a partner you can trust.

What You’ll Do:

The AI Governance & Scrum Master Lead will play a foundational role in enabling Customers Bank’s AI, automation, and data-driven initiatives to scale in a responsible, well-governed, and predictable manner. This is an opportunity to join at the ground floor of the bank’s AI and automation journey and help define how intelligent solutions are governed, delivered, and operationalized across the enterprise. 

Working as part of a cross-functional delta team, the AI Governance & Scrum Master Lead will partner closely with RPA developers, data engineers, analytics teams, and business stakeholders to ensure AI-enabled solutions are delivered effectively while meeting regulatory, risk, and ethical standards. The role emphasizes both delivery execution discipline and AI governance leadership, with a strong focus on transparency, accountability, and sustainable adoption. 

This position sits within the data and strategy organization and contributes directly to high-visibility initiatives tied to operational efficiency, automation, and AI enablement. 

Key Responsibilities 

• Establish and maintain AI governance frameworks, standards, and controls to ensure responsible and compliant use of AI and automation across the organization. 
• Partner with Risk, Compliance, Legal, and Technology teams to ensure AI-enabled solutions align with regulatory requirements, internal policies, and ethical guidelines. 
• Serve as Scrum Master for AI, automation, and data-focused delivery teams, facilitating sprint planning, standups, reviews, and retrospectives. 
• Drive delivery discipline by tracking progress, risks, dependencies, and outcomes across cross-functional initiatives. 
• Remove impediments and foster strong collaboration across business and technical teams operating within the delta team model. 
• Support documentation, audit readiness, and transparency for AI-enabled workflows, models, and automation solutions. 
• Monitor delivery performance and operational outcomes using KPIs and dashboards; provide insights and recommendations for continuous improvement. 
• Coordinate change management, communication, and training efforts to support adoption of AI and automation solutions. 
• Act as a central liaison between Operations, Technology, Data, Risk, Compliance, and business stakeholders. 
• Promote agile best practices while adapting delivery approaches to a regulated financial services environment. 
• Stay current on emerging AI governance practices, agile delivery methods, and industry standards. 

What Do You Need? 

• 5+ years of experience in agile delivery leadership, program governance, operations strategy, or digital transformation, ideally within financial services, banking, or fintech. 
• Experience supporting or governing AI, automation, or data-driven initiatives in regulated environments. 
• Strong understanding of banking operations and regulatory considerations (e.g., CIP, KYC, operational risk, model risk management). 
• Proven experience facilitating cross-functional teams and driving execution across complex initiatives. 
• Bachelor’s degree required; advanced degree or relevant certifications preferred. 

Technical Skills 

• Strong understanding of AI governance concepts, including risk management, ethical considerations, and regulatory alignment. 
• Hands-on experience serving as a Scrum Master or agile delivery lead. 
• Familiarity with Generative AI tools and capabilities and their operational implications. 
• Experience working with delivery and reporting tools such as Jira, Power BI, or similar platforms. 
• Ability to interpret delivery metrics, KPIs, and operational performance indicators. 
• Bonus: Experience supporting automation platforms (e.g., RPA) or data/AI delivery teams. 

Soft Skills & Ways of Working 

• Collaborative and facilitative leadership style with a strong partnership mindset. 
• Highly organized, with strong attention to detail and follow-through. 
• Able to translate complex AI, risk, and delivery concepts into clear, actionable guidance for non-technical audiences. 
• Comfortable balancing governance rigor with speed of delivery and innovation. 
• Calm, adaptable, and effective in fast-paced, evolving environments. 

Growth & Opportunity 

This role offers the opportunity to: 

• Help shape Customers Bank’s AI governance and delivery operating model from the ground up. 
• Work closely with automation, data, analytics, and AI teams on enterprise-impacting initiatives. 
• Gain exposure to senior leadership and influence how AI and automation are adopted responsibly across the bank. 
• Grow into broader AI governance, enterprise delivery, or transformation leadership roles as capabilities mature. 

Customers Bank is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

We also provide “reasonable accommodations”, upon request, to qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state and local laws. 

Diversity Statement:

At Customers Bank, we believe in working smart, working together, and having fun while delivering innovative solutions and memorable experiences for our customers. We are committed to the continual advancement of a culture which reflects the value we place on diversity, equity, and inclusion. We honor the diverse experiences, perspectives, and identities of our team members, and we recognize that it is their passion, creativity, and integrity that drives our success. Step into your future with us! Let’s take on tomorrow.