Key Result Areas

1. 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 rou...