About the Role
This role is centered around enhancing the customer experience (CX) across Retail & Wealth by defining a group-wide strategy and governance framework, ensuring service excellence through omnichannel delivery, integrating AI, and fostering a customer-centric culture. The candidate will lead initiatives that drive operational efficiency, stakeholder management, and continuous improvement aligned with broader business strategies.
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Key Responsibilities
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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.
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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.
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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.
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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.
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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.
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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.
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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 of 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 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 all latest Call center technology.
