Head Of Client Experience Client Experience And Conduct - Retail And Treasury Client Experience And 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.