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.