Hive Lead, Customer Lifecycle Management

• Lead large-scale digital banking transformation with global impact.
• Drive innovation in omni-channel, real-time customer experiences.
  

About Our Client

• Lead and manage 12-15 agile squads (100-250 people) focused on Customer Life Cycle Management (CLM).
• Oversee USD 10-30M investment for delivering omni-channel, digital-first, real-time CLM capabilities.
• Deliver end-to-end customer journeys across mobile, web, branch, voice, virtual contact centers, and ATM/CDM channels.
• Collaborate closely with IT, design, country teams, and senior business stakeholders globally.
• Own capability delivery, financial performance, customer experience, risk management, and people development.
• Drive strategic planning, prioritization, and execution of digital CLM initiatives aligned with Retail Banking goals.
• Establish performance dashboards and KPIs for digital sales and customer experience improvements.
• Conduct competitor analysis and stay updated on digital banking and FinTech innovations globally.
• Ensure compliance with regulatory frameworks and internal risk controls.
• Lead agile delivery processes including sprint planning, backlog prioritization, and user acceptance testing.
• Manage cross-functional stakeholder communication, risk escalation, and governance reporting.
• Build and nurture a high-performing team culture with continuous training and succession planning.
  

The Successful Applicant

• Proven leadership experience managing large, agile teams (100+ members) in complex digital transformation programs.
• Strong track record delivering omni-channel Customer Life Cycle Management (CLM) solutions, preferably in banking/financial services.
• Deep knowledge of digital-first, real-time customer journey capabilities across multiple channels (mobile, web, branch, voice, virtual contact centers, ATMs).
• Experience managing large investment portfolios ($10M+) with accountability for financial outcomes and ROI.
• Expertise working closely with IT, UX/design teams, and business stakeholders in matrixed, global environments.
• Familiarity with agile product delivery frameworks and tools (Scrum, Kanban, Jira, etc.).
• Solid understanding of regulatory, risk, and compliance requirements in retail banking.
• Strong stakeholder management and communication skills, including with senior leadership.
• Evidence of driving innovation, continuous improvement, and customer-centric solutions.
• Relevant educational background (business, finance, technology) and certifications (Agile, PMP, etc.) a plus.
• Demonstrated ability to build, develop, and retain high-performing teams with clear succession planning.
  

What's on Offer

Contact: Sonal Rohit Gupta

Quote job ref: JN-092025-6836502