Head of Conversational Banking Channels

We are currently seeking an experienced professional to join our team in the role of Head of Conversational Banking Channels, CIIOM.

You will define and deliver CIIOM's Contact Centre transformation and Conversational Banking agenda across voice and digital conversational channels (e.g. chat/messaging/bot), improving customer experience, increasing digital adoption, and driving operational efficiency through journey redesign, channel shift and automation (including AI-enabled capabilities).

Accountable for service performance, transformation delivery, financial and workforce planning inputs, working across a matrix of CIIOM stakeholders and offshore/GSC partners.

• Define and deliver the Contact Centre transformation and Conversational Banking agenda across voice and digital channels (e.g., chat, messaging, bot).
• Improve customer experience, increase digital adoption, and drive operational efficiency through journey redesign, channel shift, and automation (including AI-enabled capabilities).
• Be accountable for service performance, transformation delivery, and financial and workforce planning inputs, working with CIIOM stakeholders and offshore/GSC partners.