BENJAMIN DOWD

DIRECTOR OF AI & PROCESS IMPROVEMENT

Ben is a dynamic executive with a passion for helping businesses embrace the future of AI and automation. As the Director of AI and Process Improvement with The Phoenix Firm, he guides organizations through AI readiness assessments, strategic implementation, and the development of AI literacy across teams. Ben brings over two decades of leadership experience managing large-scale transformations, customer experience innovation, and operational optimization across North America, the Caribbean, and Latin America.

Prior to joining The Phoenix Firm, Ben held senior executive roles at Scotiabank and Maduro & Curiel’s Bank, leading high-impact initiatives in alternative banking channels, customer service excellence, and organizational change. Known for his empathetic leadership style across very large teams and his results-driven approach, he has successfully executed mergers, divestitures, and technology integrations in complex global markets, consistently delivering operational efficiency, employee empowerment, and sustainable growth.

Ben is passionate about the employee and customer experience and building future-ready organizations. He now leverages his deep operational expertise and global perspective to help businesses unlock the full potential of AI innovation.