YES Bank has taken a significant step in its ongoing transformation journey by appointing Harmeet Chadha as its new Chief Experience Officer. The move underscores the bank’s renewed focus on elevating customer experience and embracing digital innovation at a time when the Indian banking sector is witnessing rapid evolution and heightened competition.
Harmeet Chadha is a seasoned professional with over 25 years of experience in the banking industry. She joins YES Bank after a distinguished tenure at Axis Bank, where she led the Customer Obsession – Retail Liability, Branch Banking & Institutional division. Her career also includes pivotal roles at HDFC Bank, where she was instrumental in driving customer-centric strategies and operational excellence. Chadha’s extensive background in customer experience management, operations, compliance, and digital transformation makes her an ideal choice for the newly created position at YES Bank.
The appointment comes on the heels of a landmark development for YES Bank, following the announcement that Japan’s Sumitomo Mitsui Banking Corporation (SMBC) will acquire a 20% equity stake in the bank. This strategic investment, valued at approximately ₹13,483 crore (USD 1.6 billion), represents the largest cross-border M&A deal in India’s financial sector and signals a new era of growth and international collaboration for YES Bank. Against this backdrop, Chadha’s entry is expected to further strengthen the bank’s commitment to delivering superior customer experiences and leveraging technology to stay ahead in a competitive market.
In her new role, Harmeet Chadha will be responsible for shaping and executing YES Bank’s customer experience strategy across all touchpoints, ensuring that the bank’s services are not only efficient and reliable but also deeply attuned to the evolving needs of its diverse clientele. Her mandate includes overseeing digital transformation initiatives, integrating artificial intelligence and advanced analytics to personalise banking services, and fostering a culture of innovation within the organisation.
As the banking sector continues to embrace digital disruption and customer-centricity, YES Bank’s decision to bring on board a leader of Harmeet Chadha’s caliber is expected to yield significant dividends, both in terms of customer satisfaction and business growth. With her at the helm of experience management, YES Bank is poised to chart a new course in its journey towards becoming a truly customer-first institution.
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