Head of Branch Experience

OVERVIEWFirst Capital Bank is inviting applications for the position of Head of Branch Experience. The successful candidate will be responsible for implementing retail products, services, tools, and operational changes across the branch network to improve customer experience and ensure branches evolve in line with changing customer needs.The role focuses on delivering world-class customer service cost-effectively, with a digital-first mindset. It involves improving the use of existing branch tools, preparing branches for new product and service launches, and leading the introduction of new branch formats.The successful candidate will work closely with country Retail teams, branch management, Product, Operations, Technology, Transformation, and other relevant functions. The role requires regular branch visits and close engagement with Group and Country teams.JOB TYPE:Full-TimeApplication Deadline: Not specified in the provided advert.POSITION: HEAD OF BRANCH EXPERIENCEKEY REQUIREMENTSAcademic, Professional Qualifications and Experience:The applicant should possess the following:A 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.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.Experience training and coaching frontline staff 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 will be an added advantage.Willingness to travel regularly to branches and countries within the bank's network, including providing extended on-site support during pilots and major rollouts.Personal Specification:Strong communication, training, and coaching skills.Ability to work collaboratively with teams across different functions.Strong problem-solving and implementation skills.Ability to monitor progress, identify barriers, and follow through on corrective actions.Customer-focused, with a commitment to improving service delivery and digital adoption.DUTIES AND KEY RESPONSIBILITIES1. Improve Adoption of Existing Products and ToolsIdentify branch products and capabilities that are underused or used incorrectly and establish clear actions to address gaps.Work directly with branch staff to understand and resolve barriers, including knowledge gaps, 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 on corrective actions with branch managers, and track progress.2. Implement New Retail Capabilities in BranchesDevelop and manage implementation plans covering pilots, branch readiness, staff training, customer communication, and rollout.Translate agreed product journeys and processes into practical branch procedures in collaboration with Product, Operations, and other relevant teams.Ensure branches have the equipment, access, and materials required for new launches.Coordinate related process changes to ensure new capabilities work effectively within wider branch operations.Manage implementation issues and dependencies, escalating matters that could affect launch readiness or customer service.3. Train and Support Frontline TeamsDevelop practical training materials and job aids with relevant product and process owners.Deliver training in branches and support branch managers in reinforcing required practices.Ensure staff 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 appropriate assistance remains available for customers who are uncomfortable with technology or need additional support.4. Support Changes to Branch FormatsCoordinate the operational implementation of approved branch format changes, including service centres and self-service sites.Work with relevant teams to prepare staff responsibilities, customer flow, equipment placement, and service procedures.Support pilot programmes, capture lessons, and incorporate improvements into subsequent rollouts.5. Monitor Implementation and Embed ChangesAgree on readiness criteria and adoption measures with Retail heads and relevant product owners.Provide clear reports on rollout progress, usage, implementation issues, and required actions.Support branches after launch until new processes are operating consistently.Share recurring issues and customer feedback with Product, Technology, and Operations teams for resolution.Establish a clear handover to branch management for ongoing o