Head, Client Engagement Journey

Overview
Head, Client Engagement Journey & Experience Delivery for Wealth & Retail Banking. The role is responsible for leading the vision, strategy and execution of Client Engagement Journeys and uplifting experiences across digital assets (Mobile & Web). The selected candidate will create simple, personalized, and delightful experiences underpinning innovative features across rewards/loyalty programmes, client financial health, beyond banking propositions, gamification and insights-driven growth strategies. The role requires collaboration with Design, Digital Sales, Product, Segment, Marketing and Analytics teams to maximise engagement and deliver sustainable growth in existing client relationships.
Responsibilities
Strategy & Thought Leadership: Define and uphold a unified vision for experience, engagement, and growth features (rewards, gamification, loyalty, beyond banking) aligned with organizational goals and customer needs.
Roadmap & Backlog: Shape the engagement and experience roadmap, prioritising by business value, customer impact, and delivery feasibility.
Growth Strategy: Develop and communicate a comprehensive growth strategy focusing on activation, engagement, and retention.
Frameworks & Metrics: Build industry-leading engagement and loyalty frameworks; embed evidence-based decision-making using customer insights and market data.
Opportunity Identification: Identify growth opportunities through market analysis and performance metrics.
Thought Leadership & Engagement Journey
Define the journey roadmap for personal financial management, rewards and loyalty programmes; introduce gamification elements to encourage ongoing engagement.
Create sticky features and lifecycle campaigns (push notifications, in-app messaging, email) to re-engage users; develop churn-prevention mechanisms with targeted interventions.
Act as central accountable owner for client engagement journey and growth initiatives; ensure consistent customer experience and stakeholder alignment.
Maintain a commercial lens, ensuring performance metrics and business viability align with goals.
Inspire and empower teams with a growth mindset and collaborative culture.
Engage with stakeholders to maintain compliance, manage risks, and secure approvals for product development.
Digital Experience Uplift (Mobile & Web)
Lead reimagination of mobile experience with cutting-edge features to drive engagement and repeat login.
Design intuitive, client-centric mobile experiences to meet evolving client needs and increase daily usage.
Identify and integrate advanced technologies (new design patterns, AI, gamification) for a seamless app experience.
Collaborate with technology, design, digital and Analytics teams to develop a roadmap for continuous app improvements.
Collaboration & Stakeholder Management
Foster cross-functional collaboration with marketing, IT, compliance and other stakeholders to implement sales and engagement initiatives.
Serve as a liaison between the cross-sell and engagement team and senior management; provide regular progress updates and strategic insights.
People & Talent
Engage regional, global, and functional stakeholders in delivering the Digital Sales & Distribution agenda; ensure alignment and sponsorship among peers and leaders.
Collaborate with Digital Sales and Marketing centres of expertise and country digital heads to define capability introduction and enhancement roadmaps.
Establish a performance-driven, customer-centric culture with execution certainty; strengthen the talent pool to support the agenda.
Risk Management
Identify, assess, monitor, control and mitigate risks to the Group; drive awareness of main risks and the role of the individual in managing them.
Interpret data to identify issues and implement appropriate controls and measures; ensure compliance with relevant standards.
Governance
Assess effectiveness of governance arrangements; oversee changes to ensure effective governance, oversight and controls; understand regulatory requirements relevant to the role.
Regulatory & Business Conduct
Display exemplary conduct and adhere to the Group's Values and Code of Conduct; embed high ethical standards and regulatory compliance across the organisation.
Identify, escalate, mitigate and resolve risk, conduct and compliance matters collaboratively.
Key Stakeholders
Regional and Country Heads of CPBB; Group and Country Personal Banking, Affluent Banking, Wealth Management, Digital, and Product teams; Global Head, Digital Sales & Marketing; Domain Leads and Hive Leads; Global Head Data and Analytics; Support Functions (Operations Risk, CFCC, ITO, Finance, GIA).
Our Ideal Candidate
12+ years of experience in banking and client engagement.
Experience in digital marketing or cross-sell, deepening, and traffic-driving initiatives.
Experience in international and multicultural environments.
Strong leadership with experience managing large teams in complex environments.
Experience interacting with technology, risk and compliance stakeholders.
Strong customer-centric focus with understanding of product propositions and customer journey design.
Strategic thinker with strong analytical and innovative abilities; strong communication and interpersonal skills.
Execution-focused with ability to move from detail to vision; experience in agile delivery and design thinking.
Role-Specific Technical Competencies
Energy, resilience, and commitment to delivering exceptional results.
Business leadership to provide digital and customer leadership to regional and country managers.
Excellent people leadership and talent development skills.
Relationship-building and influencing across internal and external stakeholders.
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