Head of Digital Platforms & Customer Experience COE - Senior Vice President

Role Purpose

Lead the digital platforms and end-to-end customer experience agenda for UAE Wealth, creating differentiated, seamless and trusted experiences across the full client lifecycle.

The role brings together digital platform strategy and execution, customer experience, complaints and root-cause management, governance and regulatory readiness, third-party oversight, and AI-enabled transformation. The mandate is to ensure digital capabilities translate into measurable client and business outcomes while maintaining strong governance, controls and operational resilience.

A critical leadership priority is to build a world-class, high-performing and future-ready team, using AI and new ways of working to materially improve how the organization designs, delivers, governs and continuously improves client experiences.

Key Accountabilities

1. Digital Platforms Strategy & Leadership

• Own the UAE Wealth digital platforms agenda and define the strategic roadmap across client and banker experiences.
• Drive adoption, simplification and continuous enhancement of digital capabilities, ensuring technology investments deliver tangible client and business outcomes.
• Connect platform strategy to the broader Digital Growth and Wealth Continuum agenda, identifying opportunities to digitize and reimagine journeys.
• Champion AI-first thinking, applying AI and automation to transform client experiences, employee workflows and platform management.

2. End-to-End Customer Experience

• Own the client experience across the lifecycle, from onboarding and transacting through servicing and ongoing relationship management.
• Establish a strong voice-of-client discipline using NPS, complaints, feedback and other experience signals to identify systemic opportunities for improvement.
• Translate client insights into prioritized interventions across digital, process, servicing and people dimensions.
• Set clear experience standards across channels and ensure digital and human interactions operate as one cohesive journey.

3. Complaints, Root Cause & Experience Management

• Establish rigorous management of complaints and material experience failures, moving beyond issue resolution toward prevention.
• Apply structured root-cause analysis across process/technology, behavioral and systemic dimensions.
• Partner across Platforms, Operations, Controls, Segments and other stakeholders to address underlying causes and reduce recurrence.
• Build management visibility of material experience issues and drive actions through sustainable closure.

4. Holistic Third-Party Governance

• Provide holistic oversight of third parties supporting digital platforms and customer experiences.
• Establish clear governance across third-party performance, service quality, controls, resilience, risk and issue management.
• Ensure third-party dependencies are understood across the end-to-end client journey rather than managed in functional silos.
• Drive clear accountability and escalation for material third-party risks and service failures.

5. Governance & Regulatory Leadership

• Bring strong understanding of the UAE governance and regulatory landscape and translate regulatory expectations into sustainable platform and customer-experience practices.
• Embed appropriate governance throughout digital platform strategy, design, delivery and ongoing management.
• Partner closely with Risk, Controls, Compliance, Legal, Operations and Technology to anticipate emerging requirements and maintain regulatory readiness.
• Establish transparent governance forums, management information and escalation mechanisms for key platform and customer-experience risks.

6. AI-Enabled Transformation

• Set an ambitious agenda for AI across customer experiences, employee productivity, analytics, controls and platform operations.
• Identify opportunities to redesign work and experiences, rather than simply automate existing processes.
• Embed appropriate governance, risk management and accountability into AI-enabled capabilities.
• Build AI fluency across the team so emerging technology becomes part of everyday problem-solving and delivery.

7. Build a World-Class Team

• Build and develop a high-performing, multidisciplinary organization spanning digital platforms, customer experience, product thinking, governance, data and AI.
• Create an environment of strong ownership, client obsession, constructive challenge and continuous improvement.
• Develop future-ready talent through targeted capability building, broader exposure and AI-enabled ways of working.
• Foster active engagement and psychological safety so issues and opportunities surface early, while maintaining clear accountability and high execution standards.

Key Measures of Success

• Digital adoption and platform engagement
• Client experience and NPS improvement
• Reduction in complaint volumes and recurrence
• Digital journey completion and servicing effectiveness
• Platform reliability and operational resilience
• Third-party performance, risk and issue closure
• Regulatory and governance outcomes
• Root-cause and management-action closure
• AI adoption and measurable productivity and experience improvements
• Team capability, engagement and talent development

Scope & Authority

The role has broad cross-functional reach across Digital, Segments, Product, Onboarding, Servicing, Technology, Operations, Governance, Risk, Controls, Compliance and third-party partners.

The Center of Excellene role will represent the combined digital platform and client-experience agenda in senior UAE management and governance forums, convene stakeholders to resolve cross-functional issues, and drive accountability for material platform and customer-experience outcomes.

Candidate Profile

• 12+ years of experience in wealth management, banking, digital platforms, technology-enabled transformation or customer experience, with substantial senior leadership exposure.
• Proven ability to lead complex digital platforms and end-to-end transformation in a highly regulated environment.
• Strong customer orientation, with experience translating customer insights and complaints into systemic improvements.
• Deep understanding of governance, risk and regulatory expectations, ideally within the UAE or a comparable regulated financial-services market.
• Demonstrated ability to govern complex ecosystems involving technology and third-party providers.
• Strong understanding of AI and emerging digital capabilities, with the ability to translate technology into practical customer, employee and business outcomes.
• Track record of building and developing world-class teams, attracting strong talent and creating future-ready capabilities.
• Strong executive presence and ability to influence across Technology, Business, Operations, Risk and Control functions without relying solely on formal authority.
• Commercial judgment and the ability to balance client outcomes, growth, innovation, regulatory obligations and risk management.
• SVP/C14 gravitas to represent UAE Digital Platforms & Customer Experience with senior management and relevant governance forums.

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