Hive Lead, Customer Lifecycle Management

3 weeks ago

India Michael Page Full time

About Our Client

A leading global bank committed to digital innovation and delivering exceptional customer experiences across multiple channels and markets worldwide. Known for driving transformation through agile, customer-centric solutions and cutting-edge technology.

Job Description

- 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

A successful Hive Lead should have:

- 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

If you are passionate about leading digital transformation and excelling in Customer Lifecycle Management, this could be the ideal role for you. Apply now to make a meaningful impact

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