Vice President & Head of Frontline Experience, Onboarding Transformation & Alternate Channels

About the Role:

Reporting to the EVP & Head of Retail Customer Acquisition , the Vice President & Head of Frontline Experience, Onboarding Transformation & Alternate Channels will lead the transformation of frontline sales and customer onboarding across all Retail Banking channels.

The role is focused on delivering seamless, customer‑centric onboarding journeys across both physical and digital touchpoints, while scaling alternate acquisition channels such as kiosks, local area marketing (LAM), and digital partnerships. You will play a critical leadership role in simplifying onboarding processes, improving conversion and turnaround times, and ensuring a consistent experience across products, segments, and channels, in line with regulatory and compliance requirements.

What You’ll Be Doing:

• Own the end‑to‑end customer onboarding journey across all retail channels, including branches, elite banking, direct sales, digital channels, field sales, and Employee Banking.
• Identify and eliminate customer pain points across physical and digital onboarding journeys.
• Ensure a consistent and seamless onboarding experience across all retail products and customer segments.
• Design and implement structured onboarding frameworks for frontline sales teams.
• Partner with HR, Learning & Development, and business leaders to align onboarding and training with product, policy, and process updates.
• Track onboarding effectiveness and drive continuous improvement using performance data and feedback.
• Lead the strategy and execution of alternate acquisition channels, including kiosk‑led acquisition, Local Area Marketing (LAM) initiatives, and digital acquisition partnerships.
• Design tailored onboarding journeys for each channel and partner type.
• Monitor channel and partner performance, ensuring alignment with brand standards, risk appetite, and customer experience objectives.
• Drive enhancements to digital onboarding journeys across mobile and assisted channels.
• Harmonise onboarding processes across branches, kiosks, and field sales.
• Work closely with Product, Technology, Operations, Risk, and Compliance teams to close onboarding gaps and simplify onboarding policies and processes.

Skills:

• Strong expertise in retail banking onboarding journeys, including KYC/AML, CDD, and digital identity solutions.
• Deep understanding of digital and alternate acquisition channels within banking.
• Proven experience in customer experience design, journey mapping, and analytics‑driven optimisation.
• Strong programme management, governance, and change‑management capabilities.
• Data‑driven mindset with the ability to translate insights into measurable outcomes.
• Strategic thinker with the ability to translate vision into execution.
• Strong stakeholder management and influencing skills across business, operations, technology, risk, and compliance.
• Customer‑focused with sound commercial judgement.
• Resilient and adaptable, with a hands‑on approach to problem‑solving.
• Proven ability to build, mentor, and lead high‑performing teams.

What You’ll Gain:

• A competitive salary and benefits package
• Opportunities for professional development and career advancement
• A supportive and collaborative work culture
• Access to cutting‑edge tools and technologies