Harsh Narula

Head of Customer Experience and Business Transformation

DBS Bank

Harsh Narula is DBS Bank’s Group Head of Customer Experience and Business Transformation, leading the bank’s customer experience, business transformation agenda. With 25 years of experience, he spearheads strategic initiatives that drive customer and employee value from agile at scale or managing through journeys, customer experience, operating model transformation amongst others.

Prior to this, Harsh Narula has also served as the Head of Platform, Analytics and Surveillance for Legal & Compliance function responsible for transforming legal & compliance function with use of platform, data, AI and managed operations to improve risk effectiveness and operational efficiencies.

Before joining DBS, Harsh has held various management positions across banks/FIs, including GE Money, Citibank, Barclays, ANZ. He has led various portfolios across change management, digital and branch management, risk management, technology, data analytics and operations management responsibilities over years.

He is an Institute of Banking and Finance (IBF) Fellow and a certified Six Sigma Black Belt.