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Head of Client Experience, Retail and Treasury Client Experience & Conduct Group
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 for consistent and compliant delivery; balance centralized CX direction with local market requirements and regulations.
- 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.
- 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.
- Customer Centric Culture & Voice of Customer: Embed a customer first mindset across Retail & Wealth servicing teams; institutionalize Voice of Customer insights, journey analytics and feedback loops to drive continuous improvement; translate customer pain points into measurable service and journey enhancements.
- 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.
- 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.
- 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 behaviour trends; position CX as a strategic enabler of trust, loyalty and sustainable revenue growth.
- Graduate with strategic management skills and visionary qualities.
- 18 to 20+ years' work experience in a Service Environment managing quality, general banking processes, sales and cost centres.
- Extensive experience in Client Service, transformation, quality control, process re engineering and root cause analysis.
- Deep knowledge and experience in rolling out and implementing client experience programmes such as NPS, VOC/VOE and product and process optimisation.
- Strategic agility to align feedback and analysis of VOC/NPS reports for continuous improvement in highlighted areas.
- Complex project management and analytical skills.
- Excellent leadership and people management capabilities to lead large teams across multiple activities.
- Strong customer 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 the latest call centre technology.
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