EVP, Chief Digital Officer
Bank of the West
As Executive Vice President, Chief Digital Officer at Bank of the West, Hisham Salama is focused on creating customer experiences which drive adoption, leading to increased satisfaction, engagement and profitability. He is responsible for developing strategies and initiatives that further strengthen Bank of the West’s digital platforms and continue to deliver best-in-class products and solutions to customers. In his short tenure at Bank of the West, Hisham has been able to increase digital transactions, reduce contact center call volume, and reduce bottom line expenses through digital efficiency.
Hisham has placed a heightened focus on the mobile platform, design and user experience. In 2019, the entire mobile Bank of the West mobile app was redesigned with the customer placed at the center of each interaction. The feedback and results have been impressive, with increases in overall satisfaction and engagement from both JD Power and BAI.
Hisham brings a unique analytical and business perspective to overcoming complex challenges in the fast-paced and evolving digital ecosystem. He is an innovator who has filed multiple patents in the United States and Canada, and is revered for his ability to communicate, network and negotiate with anyone. He is also focused on building out high caliber teams and champions developing internal talent.
In his previous role as Head of Emerging Payments & Innovation at TD Bank, Hisham was responsible for the launch of TD MySpend, a real-time personal financial management tool, handling everything from strategy and contract negotiations to design and roll-out. Under Hisham’s leadership, TD MySpend reached 1M downloads in its first year, which represents a 29% adoption rate for digital customers. TD MySpend users hold higher account balances, visit branches less often and experience greater satisfaction with TD Bank.
Hisham Salama is committed to improving and simplifying each customer’s life through digital interactions. He is a regular speaker at industry conferences throughout North America. He currently serves on the digital board for the Consumer Bankers Association and The Clearing House. He earned a B.S. in Business Management, concentrating in Finance, from N.C. State University.