Head of Client Experience, Retail Banking & Wealth Management

Role Scope

CX Strategy and Governance

• Define CX strategy, service standards, KPIs, controls, and governance across markets.
• Balance centralized CX direction with local market requirements and regulations.
• Act as Group authority on major CX incidents, service risks, and escalation governance.

Omnichannel and AI Service

• Improve journey continuity across chatbots, live chat, voice, relationship servicing, and digital channels.
• Lead AI and generative AI adoption through chatbots, virtual assistants, intelligent routing, and predictive analytics.
• Drive self-service, lower customer effort, faster resolution, and reduced avoidable contact.
• Ensure AI solutions are responsible, explainable, compliant, and customer-friendly.

Customer and Operational Improvement

• Embed a customer-first culture across Retail and Wealth servicing teams.
• Use Voice of Customer insights, journey analytics, and feedback loops to improve services and journeys.
• Improve efficiency and scalability through automation, straight-through processing, and smart staffing models.
• Reduce repeat calls and servicing costs without compromising customer trust or regulatory expectations.

Leadership and Transformation

• Lead and develop CX leadership teams across geographies and build talent and succession pipelines.
• Partner with Business, Digital, Technology, Risk, and Conduct teams across end-to-end value streams.
• Drive CX-led transformation and continuously evolve service models using data, AI insights, and customer behavior trends.

Knowledge, Skills and Experience

• Graduate with strategic management skills and visionary qualities.
• More than 18 to 20 years of service-environment experience covering quality, banking processes, sales, and cost centers.
• Experience in client service, transformation, quality control, process re-engineering, and root cause analysis.
• Experience implementing NPS, Voice of Customer, Voice of Employee, and product or process optimization programs.
• Complex project management, analytical, negotiating, and decision-making skills.
• Excellent leadership and people management capability for very large teams.
• Strong customer focus, service orientation, delegation, interpersonal skills, and working knowledge of call centre technology.