We are seeking a strategic and execution‑driven senior professional to lead and scale the Bank’s Conversational Banking and Digital Automation capabilities across customer‑facing digital channels and internal Digital Banking operations. Reporting directly to the Group Chief Digital Officer, the role owns the design, delivery, and continuous optimization of AI‑powered conversational experiences and automated processes, shaping the Bank’s digital customer interaction model while improving service efficiency, customer experience, and measurable business impact.

Your key responsibilities will be:

• Define and evolve the Bank’s Conversational Banking strategy across all customer segments and digital channels, mapping the end‑to‑end conversational ecosystem, prioritizing high‑impact use cases, and driving adoption of self‑service and conversational journeys.

• Own the business objectives and performance of conversational agents across sales, servicing, onboarding, and support, defining success criteria and tracking KPIs such as containment rate, conversion, cost‑to‑serve reduction, and customer satisfaction.

• Design end‑to‑end conversational journeys and experiences, defining functional and technical requirements (data sources, APIs, business rules, escalation flows) and establishing standards for conversational UX, tone of voice, and accessibility in close collaboration with Digital and GenAI teams.

• Act as product owner for Conversational Banking initiatives, owning the roadmap and backlog, participating in sprint and release planning, overseeing delivery governance, and ensuring timely, high‑quality releases through structured sign‑off and milestone tracking.

• Lead cross‑functional coordination and AI governance across Product, IT, Data/GenAI, UX, Compliance, and external partners, ensuring alignment with enterprise AI strategy, architecture, Responsible AI principles, and decision‑making frameworks.

• Drive Digital Automation initiatives across Digital Banking functions by identifying high‑volume, low‑value processes suitable for automation, leading implementation teams, overseeing deployment, monitoring performance, and ensuring measurable value realization and ROI through consistent reporting.

You will be a great candidate if you:

• Have 10+ years of experience in Digital Banking, Digital Product Development & Management, Digital Automation, AI, or Customer Experience roles.

• Demonstrate a proven track record in delivering large‑scale digital and/or AI‑driven transformation initiatives with measurable business impact.

• Have strong understanding of conversational AI principles, relevant technologies, digital customer journeys, and user experience design.

• Bring hands‑on experience with automation initiatives leveraging multiple technologies (e.g. GenAI, RPA, workflow automation).

• Are able to operate effectively at both strategic and execution level, balancing vision with disciplined delivery.

• Possess strong stakeholder management, cross‑functional leadership, and communication skills, supported by a data‑driven mindset and focus on outcomes.

What’s in it for you:

• Competitive remuneration. 

• Hybrid work: work-life balance through remote and in-office work.    

• Learning & Development: 

• Access Unlimited Udemy Learning, international training methodologies 

• Upskilling, Professional development and career guidance from successful executives.    

• Identification and Utilization of Talent Pool through a structured Talent Management process.    

• Wellbeing: 

• Premium Health & Life insurance for you, your partner and/or your family and mental health support.  

• Pension plan to support your plans and future financial expectations.   

• Team building & wellbeing activities.   

• Potential Extra days of annual leave (Winter Bonus).     

• Engage in volunteering activities through our TeamUp program. 

• Extra Benefits:

• Exclusive discounts at partner stores.   

• Staff pricing for banking products.   

• Nursery and summer camp allowance for your little ones.