Case Study: Global HR Director, Retail Financial Services
Our client is a global retail financial services business based in Europe. The Chief Executive is pushing through a significant transformation programme and wanted to appoint a Global HR Director who would be able to assist in moving the culture of this business forward, particularly in terms of the employees understanding of customer engagement and the development of a much more customer centric business.
Our brief was to search globally, both within retail financial services but also more broadly in first class consumer and retail businesses which had developed transformational customer engagement programmes.
Although the financial services industry continues to face many challenges, the search attracted a number of high calibre candidates, from within and outside the industry. In the final analysis the client decided that to really stretch their thinking and challenge the current business model, to go outside the industry.
The successful candidate for this appointment was based in the US as the Head of HR for a global retail business who had previously held senior HR roles in the US and Asia for another retail brand, which has probably one of the highest customer recognition factors globally.