Barclays has poached HSBC's Rumi Contractor, naming him chief operating officer at its UK retail and business banking unit.
Joining in March, the new man will "drive customer service innovation and technology", ranging from product design to improvements to the branch network and customer contact centres, says Barclays.
He will report jointly to UK retail and business banking CEO Ashok Vaswani and global banking COO Shaygan Kheradpir.
Contractor joins from HSBC, where since 2008 he has been global head of service delivery and CEO of global resourcing.
He has previously held a variety of senior IT-related roles at the bank, including CIO, HSBC securities and investment bank, New York, CEO of the software development centre in India and CIO, Europe.
Says Vaswani: "Rumi is a recognised leader in financial services operations and technology and I am delighted to have someone of his calibre joining Barclays to help us further put customers at the heart of our products, services and operations."