Dimitri Gkiokas

Dimitri Gkiokas is an accomplished executive with extensive experience in customer experience transformation, digital banking, and operational leadership. Currently serving as Group Head of Customer Experience at Emirates NBD since March 2024, he has successfully led a comprehensive CX transformation initiative, achieving a 25% reduction in complaints and a 10-point increase in NPS. In his current role, he leads group-wide CX transformation and is responsible for process automation, digitization, people and culture, and metrics and governance.

Gkiokas holds an Executive MBA from HEC Paris. He brings 23 years of experience as COO and Head of Customer Experience in international banks across the UK, EU, Asia, and MENAT regions. His career has been marked by expertise in digital transformation, data-driven decision-making, and agile delivery methodologies.

Career History

• Group Head of Customer Experience, Emirates NBD (March 2024 – Present)
• MD – Global Head of Personal Banking and Digital, HSBC (approximately 2 years before March 2024)
• MD – Chief Operating Officer, Group Retail Banking, HSBC (overseeing a $300m tech investment portfolio)
• Various leadership positions at HSBC (July 2004 – March 2024), including leading 500-member regional teams and implementing large-scale projects across multiple countries

What Gkiokas could bring to Emirates NBD's Group Head of Customer Experience role: With his proven track record leading large-scale digital transformations and deep expertise in operations, risk, compliance, and technology, Gkiokas is positioned to drive transformational change across Emirates NBD's customer experience ecosystem. His demonstrated ability to balance strategic vision with hands-on execution, combined with his passion for customer obsession and organizational culture building, positions him to enhance the bank's digital capabilities and competitive positioning in a rapidly evolving MENA banking landscape.