Rania Nerhal is Mashreq’s Chief Client Experience & Conduct Officer, leading the bank’s strategy to enhance client experiences while ensuring ethical and effective business conduct. She established the Client Experience and Conduct Group (CXCG), positioning Mashreq as a pioneer in customer-centric banking. Under her leadership, Mashreq’s Net Promoter Score (NPS) rose to 63, covering both Wholesale and Consumer segments, with Wholesale Banking ranked as the leading bank in the UAE.
With over 25 years of experience in client relationship management, Nerhal has held senior roles at Credit Agricole, Commercial Bank of Dubai, ABK and HSBC. At HSBC, she was the Senior Corporate Banker and Head of Corporate Banking, Dubai, overseeing diverse portfolios across industries and public sectors. Her deep understanding of customer behaviour and market dynamics has been pivotal in crafting customer-centric strategies at Mashreq.
Nerhal’s vision for Mashreq centres on leveraging digitisation, AI and operational efficiency to deliver superior customer experiences. She has championed a transformative approach to Banking-as-a-Service (BaaS), ensuring seamless, personalised and efficient customer interactions. Recognising the evolving landscape shaped by fintechs and digital platforms, Nerhal has driven digital transformation to meet growing customer expectations.
Under her leadership, Mashreq has demonstrated adaptability and resilience in responding to changing market dynamics, strengthening customer loyalty and maintaining a competitive edge. Her focus on enhancing customer experience has been instrumental in expanding NEO’s customer base and scaling Mashreq’s presence across markets, contributing to the bank’s efforts in promoting financial inclusion.
Nerhal holds a Bachelor’s in Economics from the Faculty of Commerce and Foreign Trade, Cairo, Egypt. Her strategic vision and leadership continue to redefine customer experiences at Mashreq, ensuring the bank’s leadership in a rapidly evolving financial landscape.
