Enhancing Customer Experience through 
Personalization, Data and Self Service
August 16 - 18, 2022 | Free CX Network Online Event

Wasim Mushtaq

Transformation Lead, Financial Markets Standard Chartered

Wasim’s career in financial services has focused on leading operational teams and delivering strategic change across banking sectors. Currently he is the Transformation Lead in financial markets at Standard Chartered Bank delivering global change initiatives impacting all regulatory markets.

He spent his formative years in business banking at Abbey National Bank; followed by work in global banking and markets at RBS where he managed teams supporting all libor lending across the UK for commercial and corporate banking.

Moving onto Barclays Wealth Management as VP Head of Credit Operations, and onto the Operations Lead role to launch Smart Investor. Before consulting in the CIO office to deliver group programmes covering system decommissioning, platform implementations, banking entity closures, launching new products, and structural reform for the Private Bank.

Transitioning into fintech as Director of Operations and Projects at AskIf, launching CBILS with the British Business Bank as part of the initial wave of UK lenders. Developing SME green finance innovations, managing operational third-party vendors, brokers and external client lending portfolios utilising managed services.

Wasim received his Masters in Economics from the University of Glasgow and more recently completed executive certificates at Saïd Business School, University of Oxford, and MIT Sloan School of Management. His focus areas are digital transformation, business strategy, process reengineering, lending, platformification, client segmentation, corporate innovation, open finance, and outsourcing solutions.


Day One - 16 August 2022

11:00 AM Using analytics to improve business resilience and streamline customer journeys

Stress situations put strain on a business and can negatively impact customer journeys and, in the case of financial institutions, increase default rates. Data analysis and working with stakeholders can help mitigate these issues. We are joined by Wasim Mushtaq, Transformation Lead, Financial Markets at Standard Chartered, as he explains his approach to these challenges. Wasim will be discussing:

  • The importance of business resilience and how to build it
  • Working with stakeholders and customers to streamline customer journeys
  • Turning data into useful analytics
  • Being an ally to your company: how you can help reduce defaults