Director of Client Experience

About the role

The Director of Client Experience will report directly to the Head of Client Experience and lead a senior team responsible for complaint management, service recovery, and governance of client feedback. This role shapes strategic direction, ensures regulatory compliance, and drives a premium client service culture across the organisation.

Key responsibilities

• Supervise Associate Directors, Senior Managers and Managers handling written and verbal complaints from regulators, internal departments and clients.
• Monitor complaint handlers’ portfolios to guarantee timely investigation, resolution and accurate system logging.
• Coach the team to meet standards for investigation, escalation, rectification and communication in line with regulator requirements.
• Ensure premium service delivery, including ease of contact, professional attitude, prompt acknowledgement and clear communication.
• Oversee fair and appropriate complaint resolution, ensuring letters meet regulatory criteria.
• Identify high‑risk, fraud or high‑impact cases and escalate promptly to relevant parties.

Required profile

• Significant experience in complaint handling within large financial institutions, preferably banks.
• Strong knowledge of retail banking products, with exposure to wealth management desirable.
• Proven track record of managing adverse customer feedback.
• Fluent written and verbal English and Chinese; Mandarin proficiency is an advantage.
• Proactive attitude, strong commitment and ability to collaborate with multiple stakeholders.

Required skills