Head of Client Experience, Retail Banking & Wealth Management

Role Overview

Head of Client Experience, Retail Banking & Wealth Management at Mashreq. This is a group-wide leadership role responsible for defining and executing customer experience strategy across retail and wealth management services, all markets, and all channels.

Role Purpose

Lead the transformation of client experience across Retail Banking and Wealth Management by establishing group-wide CX strategy, embedding AI-driven service excellence, optimizing operational efficiency, and building a customer-centric culture that drives sustainable revenue growth and competitive advantage.

Key Responsibilities

Group Client Experience Strategy & Governance

• Define and execute a group-wide CX strategy for Retail and 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.

Omnichannel Service Excellence

• 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 including TNPS, CSAT, FCR, and 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 customer effort, and faster resolution through AI-led self-service.
• Ensure AI solutions are responsible, explainable, compliant, and customer-friendly.

Customer-Centric Culture & Voice of Customer

• Embed a customer-first mindset across Retail and Wealth servicing teams.
• Institutionalize Voice of Customer (VoC) insights, journey analytics, and feedback loops to drive continuous improvement.
• Ensure customer pain points are translated into measurable service and journey enhancements.

Operational Efficiency & Cost-to-Serve Optimization

• Improve service efficiency and scalability through automation, STP journeys, and smart staffing models.
• Reduce avoidable contact, repeat calls, and servicing costs while improving experience quality.
• Deliver efficiency gains without compromising customer trust or regulatory expectations.

Multi-Market Leadership & Stakeholder Management

• Lead and develop CX leadership teams across geographies, building a strong talent and succession pipeline.
• Act as the Group authority on major CX incidents, service risks, and escalation governance.
• Partner with Business, Digital, Technology, Risk, and Conduct to embed CX into end-to-end value streams.

Transformation, Innovation & Continuous Improvement

• Drive CX-led transformation initiatives aligned to Group strategy and Retail and Wealth growth priorities.
• Continuously evolve service models using data, AI insights, and customer behavior trends.
• Position CX as a strategic enabler of trust, loyalty, and sustainable revenue growth.

Qualifications & Experience

• Graduate qualification.
• 18 to 20+ years of work experience in a service environment managing quality, general banking processes, sales, and cost centers.
• Extensive experience in Client Service, transformation, quality control, process re-engineering, and root cause analysis.
• Extensive knowledge and experience rolling out and implementing client experience programs such as NPS, VOC/VOE, and product and process optimization.
• Strategic agility to align feedback and analysis of VOC and NPS reports for continuous improvement.
• Complex project management and analytical skills.

Skills & Competencies

• Strategic management and visionary capabilities.
• Excellent leadership and people management capabilities to lead very large teams engaged in multiple activities.
• Strong customer focus and service orientation.
• Multi-disciplinary capabilities: analytical, qualitative, negotiating, and attention to detail.
• Ability to work under pressure and handle both strategic and tactical issues.
• Strong decision-making, positive attitude, and results orientation.
• Ability to delegate work effectively.
• Excellent interpersonal skills.
• Working knowledge of all latest call center technology.