Head of Client Experience, Retail Banking & Wealth Management

Key Result Areas : Group Client Experience Strategy & Governance Define and execute a group‑wide CX strategy for Retail & Wealth across all markets and channels. Establish CX governance, service standards, KPIs, and controls to ensure consistent and compliant delivery. Balance centralized CX direction with local market requirements and regulations. 2. Omnichannel Service Excellence (Human & Digital) Own end‑to‑end customer experience across Contact Centres, chat, digital servicing, and AI‑led channels . Ensure seamless journey continuity between chatbot, live chat, voice, and relationship service models. Drive improvements in CX metrics (TNPS, CSAT, FCR, complaints reduction) across all channels. 3. AI Enablement & Intelligent Automation Lead the embedding of AI and Gen‑AI across service channels, including chatbots, virtual assistants, intelligent routing, and predictive analytics . Drive call and interaction deflection , reduced customer effort, and faster resolution through AI‑led self‑service. Ensure AI solutions are responsible, explainable, compliant, and customer‑friendly . 4. Customer‑Centric Culture & Voice of Customer Embed a customer‑first mindset across Retail & Wealth servicing teams. Institutionalize Voice of Customer (VoC) insights, journey analytics, and feedback loops to drive continuous improvement. Ensure customer pain points are translated into measurable service and journey enhancements . 5. Operational Efficiency & Cost‑to‑Serve Optimization Improve service efficiency and scalability through automation, STP journeys, and smart staffing models. Reduce avoidable contact, repeat calls, and servicing costs while improving experience quality. Deliver efficiency gains without compromising customer trust or regulatory expectations. 6. Multi‑Market Leadership & Stakeholder Management Lead and develop CX leadership teams across geographies , building a strong talent and succession pipeline. Act as the Group authority on major CX incidents, service risks, and escalation governance. Partner with Business, Digital, Technology, Risk, and Conduct to embed CX into end‑to‑end value streams. 7. Transformation, Innovation & Continuous Improvement Drive CX‑led transformation initiatives aligned to Group strategy and Retail & Wealth growth priorities. Continuously evolve service models using data, AI insights, and customer behavior trends . Position CX as a strategic enabler of trust, loyalty, and sustainable revenue growth . Knowledge, Skills & Experience Graduate, with strategic management skills and visionary qualities. Over 18 to 20 + years’ work experience in a Service Environment managing quality, general banking processes, sales and cost centers. Extensive experience in different Client Service, transformation, quality control, process re-engineering and root cause analysis areas Extensive Knowledge and experience in rolling out and implementing client experience programs such as NPS, VOC/VOE and product and process optimization. Strategic agility to align feedback and analysis of the VOC /NPS reports for continuous improvement in highlighted areas Complex Project Management and analytical skills. Excellent leadership and people management capabilities to lead very large teams engaged in multiple activities. Strong customers focus and service orientation. Multi-disciplinary capabilities – analytical, qualitative, negotiating and eye for detail. Ability to work under pressure and handle both strategic and tactical issues. Good decision maker, positive attitude and results oriented. Ability to delegate work effectively. Excellent interpersonal skills. Working knowledge of all latest Call center technology.

Knowledge, Skills & Experience: Graduate with strategic management skills and visionary qualities. Over 18 to 20+ years’ work experience in a Service Environment managing quality, general banking processes, sales and cost centers. Extensive experience in different Client Service, transformation, quality control, process re-engineering and root cause analysis areas. Extensive Knowledge and experience in rolling out and implementing client experience programs such as NPS, VOC/VOE and product and process optimization. Strategic agility to align feedback and analysis of the VOC /NPS reports for continuous improvement in highlighted areas. Complex Project Management and analytical skills. Excellent leadership and people management capabilities to lead very large teams engaged in multiple activities. Strong customers focus and service orientation. Multi-disciplinary capabilities – analytical, qualitative, negotiating and eye for detail. Ability to work under pressure and handle both strategic and tactical issues. Good decision maker, positive attitude and results oriented. Ability to delegate work effectively. Excellent interpersonal skills. Working knowledge of all latest Call center technology.

1) Group Client Experience Strategy & Governance: Define and execute a group-wide CX strategy for Retail & Wealth across markets and channels; establish CX governance, service standards, KPIs, and controls; balance centralized direction with local market requirements. 2) Omnichannel Service Excellence (Human & Digital): Own end-to-end customer experience across contact centres, chat, digital servicing, and AI-led channels; ensure seamless journey between chatbot, live chat, voice, and relationship service models; drive improvements in CX metrics across all channels. 3) AI Enablement & Intelligent Automation: Embed AI and Gen‑AI across service channels; drive deflection and faster resolution through AI self-service; ensure AI is responsible, explainable, compliant, and customer-friendly. 4) Customer-Centric Culture & Voice of Customer: Institutionalize VoC insights, journey analytics, and feedback loops; translate pain points into measurable service and journey enhancements. 5) Operational Efficiency & Cost-to-Serve Optimization: Improve service efficiency through automation, straight-through processing journeys, and smart staffing; reduce avoidable contact and servicing costs while maintaining trust and regulatory compliance. 6) Multi-Market Leadership & Stakeholder Management: Lead CX leadership across geographies; manage CX incidents, service risks, and escalation governance; partner with Business, Digital, Technology, Risk, and Conduct to embed CX into end-to-end value streams. 7) Transformation, Innovation & Continuous Improvement: Drive CX-led transformation aligned to strategy and growth priorities; evolve service models using data, AI insights, and customer behavior trends.