Head of Client Experience
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.
