Head of Client Experience, Retail Banking & Wealth Management

The Head of Client Experience is responsible for defining and delivering a consistent, differentiated client experience across Retail and Wealth segments spanning multiple markets and service channels. The role provides end‑to‑end ownership of customer servicing experiences, including Contact Centres, chat, digital and AI‑led channels such as chatbots and virtual assistants. It ensures strong CX governance, standardization, and regulatory compliance, while balancing local market needs. The role drives service excellence, efficiency, and automation to reduce cost‑to‑serve and improve customer trust. It leads cross‑market CX teams and partners closely with Business, Digital, Technology, Risk, and Conduct functions. The role champions CX‑led transformation and innovation across the customer lifecycle. It embeds experience metrics into business decision‑making. Ultimately, the role ensures seamless, scalable, and outcome‑driven client experiences that support sustainable busines