Head of Client Experience, Retail Banking & Wealth Management

About the role

The Head of Client Experience will shape and deliver a differentiated, consistent experience for retail banking and wealth‑management customers across multiple markets and service channels.

Key responsibilities

• Define and implement a unified client‑experience strategy for Retail and Wealth segments.
• Own end‑to‑end customer‑servicing journeys, including contact centres, chat, digital platforms and AI‑led channels such as chatbots and virtual assistants.
• Ensure strong CX governance, standardisation and regulatory compliance while accommodating local market nuances.
• Drive service‑excellence, efficiency and automation initiatives to reduce cost‑to‑serve and build customer trust.
• Lead cross‑market CX teams and collaborate closely with Business, Digital, Technology, Risk and Conduct functions.
• Champion CX‑led transformation, embed experience metrics into decision‑making and secure scalable, outcome‑driven client experiences.

Required profile

• Senior leadership experience in client experience, retail banking or wealth‑management environments.
• Proven ability to balance global standards with local market requirements.
• Deep understanding of governance, regulatory compliance and risk considerations in financial services.
• Track record of leading cross‑functional teams and delivering transformation and automation programmes.