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 for consistent and compliant delivery; balance centralized CX direction with local market requirements and regulations.
• 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.
• 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 custome...