Head of Digital Transformation, Customer & Employee Experience, Institutional Banking Group
Core
Lead the Institutional Banking Group's transformation agenda, defining Customer Experience (CX) and Employee Experience (EX) strategies to drive productivity and service improvements.
Role type
Senior IC Head of Digital Transformation & Experience
Builds
A cohesive operating model integrating CX, EX, and digital enablement for the Institutional Banking Group
Domain
Banking / Financial Services / Digital Transformation
Deliverable
product features
Required skills
Strategic thinking, Change management, Stakeholder management, Operating model design, Data-driven decision making, Journey design, Team leadership, Digital enablement, Compliance oversight, AI and data solutions
Preferred skills
Experience with data and AI, Customer-obsessed mindset, Resilience
Technologies
Data, AI, Digital solutions
Responsibilities
Drive IBG-wide transformation agenda and operating model changes, Define and execute CX strategy for end-to-end journey design, Build and scale EX and Engagement function, Integrate CX, EX, and Digital Enablement into a cohesive model, Oversee change management and adoption across functions
Seniority
Senior, hands-on IC
