Customer Experience

Introduction

Since 1973, East West Bank has served as a pathway to success. With over 110 locations across the U.S. and Asia, we are the premier financial bridge between the East and West. Our teams of experienced, multi-cultural professionals help guide businesses and community members on both sides of the Pacific looking to explore new markets and create new opportunities, and our sustained growth and expertise in industries like real estate, entertainment and media, private equity and venture capital, and high-tech help build sustainable businesses and expand our associates’ potential for career advancement. 

 

Headquartered in California, East West Bank (Nasdaq: EWBC) is a top-performing commercial bank with a strong foundation, an enterprising spirit and a commitment to absolute integrity. East West Bank gives people the confidence to reach further.

Overview

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.

Responsibilities

Retail Strategy & Transformation (~80%)

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