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 robust 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
📌 Head of Digital Platforms (India)
🏢 Citi
📍 India