Head of Banking OS Transformation
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Backbase is building a new type of transformation capability focused on redesigning and running banking operations on the Banking OS. This group combines deep banking domain expertise, process intelligence, operational data modeling, and AI agent design to help banks transform customer servicing, payments, disputes, lending, and risk operations into AI-assisted and agentic operating models.
In this role, you will lead a regional team (EMEA or USA) and work directly with senior bank executives to redesign operating models, implement the Banking OS across multiple domains, and help banks transition from fragmented operations to Unified Frontline operations. This role sits at the intersection of banking operations, platform technology, AI, and large-scale transformation programs.
What you'll do
Help banks redesign how banking operations work and implement the Banking OS as the operational control plane across multiple banking domains. This includes:
- Understand how the bank operates today
- Map processes, systems, data, and decisions
- Design new operating models powered by the Banking OS
- Design missions, workflows, and AI agents
- Roll out the Banking OS across multiple domains
- Help banks move from workflow-based operations to agentic operations
Responsibilities
Lead Banking OS Transformation Programs
- Lead large Banking OS transformation programs across multiple banking domains
- Work with COO, CIO, Head of Operations, and Transformation leadership
- Define multi-year transformation roadmaps
- Identify high-value domains and rollout strategy
- Oversee multi-domain implementations and expansions
- Help customers move from initial wedge to multi-domain Banking OS adoption
Build and Lead the Banking OS Transformation Team
Build and lead a team consisting of:
- Domain transformation experts (customer servicing, payments, disputes, lending, risk)
- Process intelligence and process mining specialists
- Ontology and operational data model specialists
- Agent and automation designers
Responsibilities include:
- Hiring and developing domain experts
- Defining transformation methodologies and playbooks
- Building domain reference models and starter pack tuning frameworks
- Creating repeatable transformation approaches
- Working closely with Product, Sales, and MissionOps
Operational Discovery and Mapping
Help banks understand their current operations and system landscape by:
- Mapping processes using process mining tools
- Mapping system landscape using ontology sniffers
- Modeling operational entities, events, and state models
- Building operational ontologies in Nexus
- Identifying automation and agent opportunities
- Identifying operational bottlenecks and improvement opportunities
Design Future Operating Model and Agentic Operations
- Design mission-based operating models
- Define workflows, decisions, and approval models
- Design AI agents that execute operational tasks
- Define human + agent collaboration models
- Tune Banking OS starter packs to customer operating models
- Help banks redesign operations around missions, agents, and governed decisions
- Support multi-domain rollout and operational transformation
Develop the Banking OS Transformation Methodology
Develop a repeatable transformation methodology including:
- Operational discovery and assessment
- Process mining and operational analysis
- Ontology modeling and system landscape mapping
- Mission and workflow design
- Agent design and automation strategy
- Implementation roadmap and rollout strategy
- Value tracking and ROI modeling
- Continuous optimization and expansion to new domains
This methodology will become a core differentiator for Backbase and a key driver of Banking OS adoption.
Who you are
- 15+ years experience in banking operations, consulting, transformation, or banking technology platforms
- Deep expertise in at least one banking operations domain
- Experience leading large transformation programs at banks
- Experience working with C-level banking executives
- Strong understanding of banking operating models and processes
- Experience with workflow, automation, AI, or digital transformation platforms
- Experience in consulting, banking operations leadership, or platform implementation programs
Ideal Background
Examples of suitable backgrounds:
- McKinsey / BCG / Bain banking operations partner
- Accenture / Deloitte banking transformation leader
- ServiceNow / Salesforce / Palantir consulting leader
Backbase is the maker of Backbase CXP, the award-winning customer experience platform that helps enterprises create omni-channel, customer-centric digital experiences.
Backbase CXP deploys a new, omni-channel presentation layer over underlying infrastructure and IT systems, allowing enterprises to deliver personal, relevant experiences to customers on every device, in any context. Backbase CXP gives enterprises the tools and functionality they need to…
Backbase is the maker of Backbase CXP, the award-winning customer experience platform that helps enterprises create omni-channel, customer-centric digital experiences.
Backbase CXP deploys a new, omni-channel presentation layer over underlying infrastructure and IT systems, allowing enterprises to deliver personal, relevant experiences to customers on every device, in any context. Backbase CXP gives enterprises the tools and functionality they need to transform their tired online and mobile channels into engaging customer experiences, holistically managed from a single platform.
Industry analysts Gartner, Forrester and Ovum recognize Backbase as a leader in terms of customer experience, mobile and omni-channel focus, innovation, and time-to-value. Unlike most traditional IT portal vendors, Backbase has created a modern, business-driven solution that makes CXP management easy for digital professionals. This means lower costs, and more flexibility for optimizing all online channels without the need for IT support. Backbase CXP’s lean, widget-based architecture provides the flexibility and agility enterprises need to create modern experiences that truly empower business owners and customers.
The unique Backbase approach enables enterprises to drive self-service, fuel online revenues and turn their online channel into a full-service customer experience platform. Global organizations such as GE, ABN AMRO, AIG, Nation Wide, Nordstrom, KPN, Bank of America, Barclays, ING, UBS and Visa have improved their online customer interactions and maximized online customer experience, retention and conversion, by leveraging Backbase’s technology.
Backbase was founded in 2003 and is privately funded with operations in New York, Atlanta, Amsterdam, Singapore, and London.
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