Head of Branch Experience x1
This role is responsible for implementing retail products, services, tools and changes to ways of working across the branch network to improve experience delivered at our branches and evolve our branch network in line with changing customer needs and expectations. This role is about driving a truly world-class service from our branches in a cost-effective manner and with a digital-first mindset. The role covers improving the adoption of existing tools and capabilities available to branches, preparing branches for upcoming new product/service launches and leading the introduction of new branch formats.
This is a hands-on role requiring regular time in branches and close engagement with Group/Country teams. The person will act as a key subject matter expert in the design and delivery of new branch experiences – training branch colleagues to deliver the desired experience, addressing practical barriers to adoption of new capabilities, and persistently following through until new processes are established in daily branch operations.
Immediate priorities will be to ensure the effective implementation of existing products and improve branch processes; for examples delivery of paperless teller journeys, adoption of self-service tools usage at branches, embedding digital channels in branches, etc. Over time, the role will likely evolve to also support broader changes to the branch network and operating model.
The role works closely with country Retail teams, branch management, Product, Operations, Technology, Transformation and other functions involved in branch change. The Branch Experience lead owns branch implementation planning, readiness and adoption. Product owners remain responsible for product design, Technology for technical delivery, and branch managers for day-to-day operations and staff performance.
Key Responsibilities:
Improve adoption of existing products and tools
- Identify branch products and capabilities that are underused or used incorrectly, and establish clear actions to address the gaps.
- Work directly with branch staff to understand and resolve barriers, including gaps in knowledge, unclear processes, equipment placement and customer awareness.
- Reinforce correct usage through practical training, coaching and follow-up visits.
- Monitor adoption by branch and country, agree corrective actions with branch managers and track progress.
Implement new retail capabilities in branches
- Develop and manage implementation plans covering pilots, branch readiness, staff training, customer communication and rollout.
- Translate agreed product journeys and processes into practical branch procedures, working with Product, Operations and other relevant teams.
- Ensure branches have the equipment, access, materials, etc. required for new launches.
- Coordinate related process changes so that new capabilities work effectively within the wider branch operation.
- Manage implementation issues and dependencies, escalating matters that could affect launch readiness or customer service.
Train and support frontline teams
- Develop practical training materials and job aids with the relevant product and process owners.
- Deliver training in branches and support branch managers in reinforcing the required practices.
- Ensure colleagues can explain new services to customers, guide them through self-service journeys and handle common issues.
- Confirm staff readiness through practical demonstrations and observation.
- Ensure branches retain appropriate assistance for customers who are uncomfortable with technology or need additional support.
Support changes to branch formats
- Coordinate the operational implementation of approved changes to branch formats, including service centres and self-service sites.
- Work with the relevant teams to prepare staff responsibilities, customer flow, equipment placement and service procedures.
- Support pilots, capture lessons and incorporate improvements into subsequent rollouts.
Monitor implementation and embed changes
- Agree readiness criteria and adoption measures with Retail heads and relevant product owners.
- Provide clear reporting on rollout progress, usage, implementation issues and actions required.
- Support branches after launch until the new processes are operating consistently.
- Feed recurring issues and customer feedback to Product, Technology and Operations teams for resolution.
- Establish a clear handover to branch management for ongoing operation, while continuing to monitor adoption across the network.
Technical Skills & Competence:
- A proven record of implementing products, processes or operational changes across multiple branches or locations.
- Strong understanding of branch processes, including account opening, cash transactions, card issuance and customer servicing.
Qualifications and Requirements:
- Relevant qualification in banking, business management, operations or a related field, or equivalent practical experience./
- Substantial experience in retail banking, with direct exposure to branch operations and customer service.
- Experience training and coaching frontline staff, including colleagues with different levels of technical confidence.
- Experience using operational and adoption data to identify problems and drive corrective action.
- Experience working across countries or implementing digital and self-service banking capabilities would be an advantage.
- Regular travel to branches and countries within the bank’s network, including extended onsite support during pilots and major rollouts.
Closing date: 24 October 2026
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