Customer Experience

East West Bank • Palo Alto, CA

1d

About The Position

Partner closely with the MD of Customer Experience, Retail leadership, and COO to help define and execute East West Bank's Retail Strategy and Transformation agenda. This role will serve as a thought partner and execution lead across several of the bank's highest-priority initiatives, including talent transformation, branch network strategy, branch of the future, digital experience modernization, and onboarding/KYC transformation. ~80% of the role will focus on retail transformation initiatives, working cross-functionally across Retail, Product, Digital, Operations, AML/BSA, and Strategy to design and implement scalable solutions that improve customer experience, banker effectiveness, operational efficiency, and growth. The remaining ~20% will support broader bank-wide strategic priorities and special initiatives sponsored by executive leadership. The ideal candidate combines strategic thinking with hands-on execution, bringing strong experience in financial services transformation, operating model design, customer experience, and organizational change.

Requirements

• Experience leading retail banking transformation and growth strategies, including branch network optimization, operating model redesign, workforce transformation, and digital adoption initiatives.
• Deep understanding of consumer banking, business banking, branch operations, and relationship-based banking models, with the ability to identify opportunities to improve growth, banker productivity, and customer experience.
• Proven ability to bridge strategy and execution, translating executive vision into actionable plans, measurable outcomes, and sustainable organizational change.
• Strong analytical, problem-solving, and stakeholder management skills, with the ability to influence senior leaders, develop business cases, and drive cross-functional initiatives.
• Fluency in English and Mandarin Chinese.
• 4+ years of management consulting experience (e.g., McKinsey, Bain, BCG) or 7+ years of experience in banking, financial services, or corporate strategy.
• Bachelor’s degree required.
• Applicants must have legal authorization to work in the United States. We do not offer visa sponsorship at this time.

Nice To Haves

• MBA or other relevant graduate degree preferred.

Responsibilities

• Retail Strategy, Talent Transformation & Branch of the Future: Partner with Retail leadership and Head of CX to help shape and execute the bank's long-term retail strategy, including target-setting, revenue forecasting, service model evolution, branch network optimization, and banker productivity.
• Lead key talent transformation initiatives, helping define future banker roles, career pathways, performance expectations, workforce planning, and operating model enhancements.
• Partner closely with the Retail Training Lead to design, execute, and measure talent development programs, ensuring alignment to strategic priorities and measurable business outcomes.
• Support development and execution of the Branch of the Future strategy, including branch formats, staffing models, customer engagement approaches, technology enablement, and service delivery models.
• Drive branch expansion strategy initiatives, including market analysis, business case development, location prioritization, and cross-functional implementation planning.
• Digital Transformation & Omni-Channel Experience: Partner with Digital, Product, and Technology teams to drive strategic digital initiatives, helping define future-state customer journeys and service experiences.
• Support feature design, prioritization, and implementation of key customer-facing capabilities, including Family Banking and other strategic digital experiences.
• Take a holistic view of retail and business banking digital experiences, identifying opportunities to improve adoption, engagement, servicing effectiveness, and customer satisfaction.
• Drive resolution of critical Business Express (BE) and Business Banking Platform (BBP) servicing pain points, partnering across technology, operations, product, and frontline teams to improve client and banker experiences.
• BSA, Onboarding & KYC Transformation: Lead initiatives focused on RFI optimization, including redesign of information-request processes, improved collaboration between Frontline and BSA teams, and implementation of a more risk-based operating model.
• Partner with AML/BSA, Operations, and Frontline teams to redesign domestic business onboarding and KYC processes, particularly for more complex business segments and client types.
• Support development of segment-based onboarding, servicing, and risk-management frameworks, balancing regulatory requirements with customer experience and operational efficiency.
• Transformation Execution & Performance Management: Own and drive high-priority transformation workstreams from strategy through implementation, ensuring delivery against agreed objectives, milestones, and outcomes.
• Develop business cases, implementation plans, success metrics, and performance dashboards to measure transformation impact and support executive decision-making.
• Serve as a key liaison across Retail, Operations, Digital, Product, Technology, AML/BSA, and Strategy teams, aligning stakeholders and driving execution across multiple concurrent initiatives.
• Prepare executive-level analyses, recommendations, presentations, and updates for senior leadership, Executive Management, and Board-level discussions.
• Strategic & Enterprise Initiatives (~20%): Partner closely with the COO, Strategy team, and executive leadership to support enterprise-wide initiatives that advance the bank's strategic priorities.
• Drive structured analysis and recommendations on growth, operating model, customer experience, operational efficiency, and scalability opportunities across the bank.
• Lead special projects and strategic initiatives requiring cross-functional coordination and executive visibility.
• Support major bank-wide transformation programs, contributing strategic thinking, project leadership, stakeholder management, and execution support.
• Perform other duties as assigned.

Benefits

• The base pay range for this position is USD $150,000.00/Yr. - USD $250,000.00/Yr. Exact offers will be determined based on job-related knowledge, skills, experience, and location.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior