Thomas Dixon

About Thomas Dixon

Results‑oriented and value‑driven senior leader with over fifteen years of experience in operations management, service delivery, business transformation, and large‑scale program management. Proven track record of elevating performance through dynamic leadership, strategic planning, process design, technology innovation, and disciplined change management. Adept at building and leading high‑performing onshore and offshore teams, driving cross‑functional alignment, and instilling operational rigor that strengthens organizational competitiveness.Highly experienced in automation strategy, intelligent workflow design, and enterprise delivery of RPA, AI, and GenAI solutions—including emerging agentic‑agent architectures. Skilled at shaping technology roadmaps, governing multi‑year transformation programs, and embedding responsible AI principles into program governance. Recognized for architecting creative solutions, optimizing end‑to‑end processes, and leading organizations confidently into next‑generation digital and AI‑enabled capabilities. Commended throughout career for developing world‑class operations and service teams and delivering measurable bottom‑line impact.

Experience

1. Senior Vice President - Sr Automation Leader

   Citizens

   Mar 2023 — Present · Providence County, RI, US

   Lead enterprise automation strategy and delivery, including RPA, intelligent automation, GenAI, and emerging agentic‑agent architectures. Oversee automation teams, govern automation pipelines, and partner with technology and business leaders to scale AI‑enabled capabilities across the organization.• Built and led an enterprise automation organization delivering RPA, intelligent automation, GenAI, and agentic‑agent solutions across multiple business lines.• Established enterprise automation governance, including intake models, prioritization frameworks, risk controls, and value‑tracking mechanisms.• Partnered with Technology and Data teams to modernize automation platforms, integrate LLM‑based capabilities, and expand AI‑enabled workflows.• Enabled measurable efficiency gains, cost reductions, and improved service delivery through automation‑driven process optimization.• Served as executive sponsor for automation innovation, capability uplift, and enterprise education on AI, automation, and emerging technologies.

Education

• Franklin Pierce University

  Bachelors, Business

  1996 — 1998

• Southern New Hampshire University

  MBA, Business

  2001 — 2003

• Mount Washington College

  Associates, Criminal Justice

  1991 — 1993

Skills

• Analysis
• Leadership
• Process Improvement
• Business Transformation
• Lean Thinking
• Lean Management
• Business Analysis
• Strategy
• Business Process Improvement
• Operational Efficiency
• Customer Experience
• Problem Solving
• Operations Management
• Financial Services
• Process Management
• Team Leadership
• Lean Operations
• Program Management
• Root Cause Problem Solving
• Lean Transformation
• Business Process Management
• E2e Value Stream
• Management
• Robotic Process Automation
• Data Analysis
• Cross-Functional Team Leadership
• Leading Change
• Employee Engagement
• Relationship Management
• Management Consulting
• Creative Problem Solving
• Strategic Planning
• Change Management
• Business Process Design
• Lean Manufacturing
• Continuous Improvement
• Lean Tools
• Project Management
• Banking
• Risk Management