Dimitri Gkiokas

Dimitri Gkiokas is an accomplished executive with extensive experience in customer experience transformation, digital banking, and operational leadership. Currently serving as the Group Head of Customer Experience at Emirates NBD since March 2024, Dimitri has successfully led a comprehensive CX transformation initiative, achieving significant improvements such as a 25% reduction in complaints and a 10-point increase in NPS. Prior to this role, Dimitri held various leadership positions at HSBC from July 2004 to March 2024, including MD of Global Head of Personal Banking and Digital Platforms, where responsible for a $180m global accounts investment, and MD of Chief Operating Officer for Group Retail Banking, overseeing a $300m tech investment portfolio. Other notable roles included leading a 500-member regional team, implementing large-scale projects in multiple countries, and driving substantial growth strategies and digital transformations across various divisions. Educational qualifications encompass an Executive MBA from HEC Paris and an MSc from the London School of Economics, among others.