Requirements
The ideal candidate will have a minimum of 10 years of experience in customer experience, risk, compliance, or governance roles within banking or financial services. Prior experience in digital banking or fintech is preferred. Strong analytical, problem-solving, stakeholder management, and communication skills are essential, along with fluency in Excel and PowerPoint. Knowledge of regulatory frameworks, conduct risk, fair treatment of customers, customer insights, and digital banking operations is required.
Description
To lead and embed a strong governance and conduct framework across the bank, ensuring the fair treatment of customers, proactive management of conduct risk, and superior digital customer experience informed by actionable insights. In addition to this, a develop and lead a customer experience governance encompassing a range of initiatives, including voice of customer programs and customer insights, to evaluate experiences systematically and identify opportunities for enhancement.