CXM - Personalization Lead Director

Role Overview

The CXM - Personalization Lead will be responsible for defining and executing the strategic vision for omnichannel, real-time personalization across the banking customer lifecycle. This senior leadership role requires deep expertise in the BFSI domain, advanced customer analytics, data-driven experience design, and a proven track record of driving significant, measurable commercial value through personalization at scale. The Director will lead and govern personalization efforts across product, marketing, and service channels, acting as the primary thought leader and executive partner.

Key Responsibilities

• Personalization Strategy & Vision
• Define and champion the long-term personalization strategy and roadmap across all customer touchpoints (digital, branch, contact center) to maximize Customer Lifetime Value (CLTV), engagement and profitability.
• Govern the framework for real-time decisioning, A / B testing, and experimentation at scale to ensure consistent, impactful, and compliant personalized experiences.

2. Executive Strategic Partnership & Influence

3.Advanced Analytics & Data Enablement

4. Domain-Driven Solution Architecture

5.Performance & Optimization Governance

6.Team Leadership & Commercial Enablement

Drive the delivery of complex, cross-functional personalization programs, ensuring alignment and seamless execution between business, technology, data science, and governance teams.

Required Qualifications & Experience

This role requires a highly experienced, strategic leader with a proven ability to drive large-scale transformation.