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.