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

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