Job Description

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 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.