Kara Richards
Head of Client Care - Business Banking and Global Commercial Banking, Managing Director at Bank of America- Claim this Profile
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English Native or bilingual proficiency
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French Professional working proficiency
Topline Score
Bio
Duncan Kelman
I’ve been fortunate to work with Kara and many of her team for several years and I’ve always enjoyed learning from their expertise, creativity and enthusiasm for Customer Experience. It’s a privilege to recommend Kara to any organisation who want to really focus on the benefits of Design Thinking, NPS, research, training and Customer Experience. Since joining us at HSBC, it’s been amazing to see how she’s embedded a significant change within the organisation without the concept feeling overwhelming or unapproachable. One huge influence Kara had on me personally was the way she built up the team and managed them. I continue to be very impressed in the way she connects with her global team creating an environment for ideas and initiatives to thrive, eliminating any ‘siloed’ thinking, ensuring that we delivered creative and effective solutions to the business. Without questions, her depth of knowledge about CX is the best in our industry, but with Kara you also get an inspiring and supportive leader who really cares about the wellbeing of her team. She’s an expert in relationship building and stakeholder management whilst being completely approachable with time for everyone without compromising results.
Rob Koster
I had the distinct pleasure of working with Kara recently on a complicated digital project. Kara lead the Barclays team with aplomb and stayed focused on the business objectives, while also making sure that all communications were delivered effectively and efficiently to push the project forward. I would have no hesitation in working with Kara again, in fact, I hope to do so in the future! Rob Koster Business Development Director - Europe Emoderation Limited
Duncan Kelman
I’ve been fortunate to work with Kara and many of her team for several years and I’ve always enjoyed learning from their expertise, creativity and enthusiasm for Customer Experience. It’s a privilege to recommend Kara to any organisation who want to really focus on the benefits of Design Thinking, NPS, research, training and Customer Experience. Since joining us at HSBC, it’s been amazing to see how she’s embedded a significant change within the organisation without the concept feeling overwhelming or unapproachable. One huge influence Kara had on me personally was the way she built up the team and managed them. I continue to be very impressed in the way she connects with her global team creating an environment for ideas and initiatives to thrive, eliminating any ‘siloed’ thinking, ensuring that we delivered creative and effective solutions to the business. Without questions, her depth of knowledge about CX is the best in our industry, but with Kara you also get an inspiring and supportive leader who really cares about the wellbeing of her team. She’s an expert in relationship building and stakeholder management whilst being completely approachable with time for everyone without compromising results.
Rob Koster
I had the distinct pleasure of working with Kara recently on a complicated digital project. Kara lead the Barclays team with aplomb and stayed focused on the business objectives, while also making sure that all communications were delivered effectively and efficiently to push the project forward. I would have no hesitation in working with Kara again, in fact, I hope to do so in the future! Rob Koster Business Development Director - Europe Emoderation Limited
Duncan Kelman
I’ve been fortunate to work with Kara and many of her team for several years and I’ve always enjoyed learning from their expertise, creativity and enthusiasm for Customer Experience. It’s a privilege to recommend Kara to any organisation who want to really focus on the benefits of Design Thinking, NPS, research, training and Customer Experience. Since joining us at HSBC, it’s been amazing to see how she’s embedded a significant change within the organisation without the concept feeling overwhelming or unapproachable. One huge influence Kara had on me personally was the way she built up the team and managed them. I continue to be very impressed in the way she connects with her global team creating an environment for ideas and initiatives to thrive, eliminating any ‘siloed’ thinking, ensuring that we delivered creative and effective solutions to the business. Without questions, her depth of knowledge about CX is the best in our industry, but with Kara you also get an inspiring and supportive leader who really cares about the wellbeing of her team. She’s an expert in relationship building and stakeholder management whilst being completely approachable with time for everyone without compromising results.
Rob Koster
I had the distinct pleasure of working with Kara recently on a complicated digital project. Kara lead the Barclays team with aplomb and stayed focused on the business objectives, while also making sure that all communications were delivered effectively and efficiently to push the project forward. I would have no hesitation in working with Kara again, in fact, I hope to do so in the future! Rob Koster Business Development Director - Europe Emoderation Limited
Duncan Kelman
I’ve been fortunate to work with Kara and many of her team for several years and I’ve always enjoyed learning from their expertise, creativity and enthusiasm for Customer Experience. It’s a privilege to recommend Kara to any organisation who want to really focus on the benefits of Design Thinking, NPS, research, training and Customer Experience. Since joining us at HSBC, it’s been amazing to see how she’s embedded a significant change within the organisation without the concept feeling overwhelming or unapproachable. One huge influence Kara had on me personally was the way she built up the team and managed them. I continue to be very impressed in the way she connects with her global team creating an environment for ideas and initiatives to thrive, eliminating any ‘siloed’ thinking, ensuring that we delivered creative and effective solutions to the business. Without questions, her depth of knowledge about CX is the best in our industry, but with Kara you also get an inspiring and supportive leader who really cares about the wellbeing of her team. She’s an expert in relationship building and stakeholder management whilst being completely approachable with time for everyone without compromising results.
Rob Koster
I had the distinct pleasure of working with Kara recently on a complicated digital project. Kara lead the Barclays team with aplomb and stayed focused on the business objectives, while also making sure that all communications were delivered effectively and efficiently to push the project forward. I would have no hesitation in working with Kara again, in fact, I hope to do so in the future! Rob Koster Business Development Director - Europe Emoderation Limited
Credentials
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Trained Product Owner
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Experience
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Bank of America
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United States
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Banking
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700 & Above Employee
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Head of Client Care - Business Banking and Global Commercial Banking, Managing Director
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Jan 2023 - Present
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HSBC
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United Kingdom
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Financial Services
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700 & Above Employee
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Global Head of Customer Experience - Wholesale Banking, Managing Director
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May 2019 - Jan 2023
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Nordea
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Finland
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Banking
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700 & Above Employee
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Head of Digital Customer Experience and Design, Personal and Corporate Business Bank
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Sep 2017 - Apr 2019
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Head of Digital Customer Experience, Corporate Business Bank
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Nov 2016 - Aug 2017
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Barclays
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United Kingdom
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Financial Services
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700 & Above Employee
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Head of Cross-Channel Customer Experience and Journeys
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May 2015 - Oct 2016
Leading a team in the design and implementation of cross-channel capabilities and the end-to-end journeys, with a focus on improving the customer experience and increasing the personalisation and commercialisation of digital channels. We are driving the strategic implementation of the omni-channel strategy by redesigning key complex journeys, implementing new capabilities, scaling existing capabilities and integrating channels with agile teams.
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Head of Channel Development, Europe Retail and Business Bank
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Aug 2013 - May 2015
Responsible for transforming the touch points between customers and Barclays across Europe, including branches, ATMs, contact centres, direct banking, internet, tablet and mobile. Working with hybrid, multi-country teams to evolve the network strategy, as well as design and deliver omni-channel solutions.
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Direct Channel Programme Manager, Europe Retail and Business Banking
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Feb 2013 - Jul 2013
Managed a multi-country, cross-functional team to develop and implement a direct banking channel for over 500k customers.
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Vice President, Corporate Bank
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Sep 2010 - Feb 2013
Converged Debt, Trade and Cash Corporate products into a single, global pricing and return modeling tool by leading a hybrid team of business analysts, technologists, and onshore/offshore software developers in end-to-end delivery.
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Altria
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United States
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Manufacturing
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700 & Above Employee
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Territory Sales Manager
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Feb 2006 - Aug 2008
Managed and led upwards of 150 retail accounts and over $10 million in product sales. Responsible for establishing a consultative relationship with customers, as well as selling and implementing sales promotions and programs. Managed and led upwards of 150 retail accounts and over $10 million in product sales. Responsible for establishing a consultative relationship with customers, as well as selling and implementing sales promotions and programs.
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K. Hovnanian® Homes
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United States
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Real Estate
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700 & Above Employee
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Sales and Marketing Coordinator
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Jun 2005 - Feb 2006
Provided accurate and timely market research and sales/marketing information to support the Southern Virginia Division’s effort in sales and marketing. Managed sales office design and model homes presentation in Southern Virginia communities. Provided accurate and timely market research and sales/marketing information to support the Southern Virginia Division’s effort in sales and marketing. Managed sales office design and model homes presentation in Southern Virginia communities.
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Altria
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United States
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Manufacturing
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700 & Above Employee
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Sales Intern
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Jun 2004 - Sep 2004
Collaborated with sales force personnel to develop and apply an understanding of the Territory Sales Manager position. Executed research, data collection and analysis of current retailers to help evaluate aspects of Philip Morris USA’s business. Collaborated with sales force personnel to develop and apply an understanding of the Territory Sales Manager position. Executed research, data collection and analysis of current retailers to help evaluate aspects of Philip Morris USA’s business.
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SBC Advertising
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United States
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Advertising Services
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100 - 200 Employee
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Marketing Intern
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May 2003 - Aug 2003
Assisted the Specialized Marketing Team in the development of integrated marketing programs. Assisted the Specialized Marketing Team in the development of integrated marketing programs.
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Education
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2008 - 2010
The Ohio State University - The Max M. Fisher College of Business
Master of Business Administration (MBA), Strategy and Innovation -
The University of Edinburgh
Master of Business Administration (MBA), Study abroad participant -
2000 - 2005
The Ohio State University
Bachelor of Business Administration (BBA), Marketing
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