Human on the Inside with Karan Kanchan
Human on the Inside. We’re big believers in the power of human skills. But don’t just take our word for it - the evidence for excellence powered by human (‘soft’) skills is everywhere! In this engaging, ever-enlightening series, we speak with industry leaders, innovators and game-changers to learn a little about their personal career journeys, and how human-led strategies, philosophies and cultures are proving a force for good in their working worlds …
Maxme: Welcome Karan, and thanks for stepping into the #SuccessIsHuman Spotlight!
You’re Director - Business Development & Strategic Accounts Lead with ProbeCX.
In 1 sentence (ok, we’ll give you 2), what does this work entail?
Karan Kanchan: Networking, connecting with fascinating people, and helping my clients with their business and CX strategies, as well as digital transformation, to make a meaningful impact on both their top and bottom lines.
At the core, it’s about doing what’s right to create positive change for both, my clients and my organisation, all while enhancing the overall customer experience. Isn’t that what everyone truly seeks—better CX?
M: A seasoned banking executive with over 20 years of experience in digital transformation, operational excellence, and customer experience (CX) strategy, you specialise in large-scale contact center and CX transformation through AI, automation, and digital-first strategies.
Prior to ProbeCX, you were a Partner and Banking & Payments Leader at IBM Consulting, where you spearheaded payments innovation and core banking modernisation across Australia and New Zealand. Your expertise spans banking operations, risk management, analytics, and offshoring, having played key roles in strategic transformations for major financial institutions, including Australia's Big Four banks.
Before joining IBM, you held leadership roles at Accenture, Wipro, Tata Consultancy Services, and Citi, where he successfully built and scaled high-performing teams, optimised global banking operations, and delivered significant cost savings and revenue growth.
Beyond your professional achievements, you’re an active industry thought leader and contribute to global fintech conversations as a speaker and judge at major events. Passionate about diversity and inclusion, you’ve also co-chaired LGBTQ+ councils in Australia and New Zealand and actively supports equity initiatives.
Woweeee - what a CV!
How does all this work speak to your personal purpose and what drives you as an individual?
KK: ‘Passion’ drives me, and persistence, patience, and perseverance define who I am. I never give up, even in the face of failure or setbacks. I find motivation in my work and am charged by the positive energy of the people I meet.
My personal purpose is to make a meaningful impact, solving problems and delivering innovative solutions for my clients.
I’m shaped by the unwavering support of my family, friends, colleagues, and the incredible individuals I've had the privilege of interacting with over the past few decades.
M: Tell us a little about your personal education pathway/s - what led you to where you are now? How closely do your formal qualifications match your current career?
KK: With a strong foundation in numbers, I earned a Bachelor in Commerce followed by an MBA in Marketing. I began my career at Citibank through campus placement as a Management Graduate and soon achieved a Six Sigma Black Belt after leading two organization-wide projects, earning the Chairman’s Award for impact.
To stay ahead in tech-driven transformation, I completed micro-credentials from Swinburne University in Intelligent Automation & Chatbots, Big Data, and Cybersecurity Strategy for Leaders.
Honestly, I did my formal qualifications with the goal of securing a decent job in Banking. Looking back, I see how these experiences shaped my career and led me to where I am today. They perfectly align with my passion for customer service, leading teams, solving problems, and collaborating with people - skills I continue to use and grow every single day.
Fun fact: I’m also a certified Justice of the Peace in NSW, doing my bit for the community!
M: If you could share one piece of career advice to your 21 year old self it would be ...
KK: "This too shall pass. Enjoy life, KK, and don’t sweat the small stuff. In hindsight, you’ll see it was just a minor hiccup—nothing worth losing sleep over."
M: Maximising the potential of individuals, communities and businesses through the power of human skills is the reason Maxme exists. Can you tell us a little about the role and / or value of human skills in the banking space right now?
KK: Human skills in banking are more crucial than ever.
As AI handles routine tasks, empathy, communication, and problem-solving become key to building trust and enhancing customer experience.
These human skills enable individuals in the banking industry to address complex needs, drive innovation, and provide personalised service, creating a competitive edge in a tech-driven world.
M: Self Awareness sets the critical foundation for all Maxme learning experiences. With that said … what’s your strongest trait / personal super power?
KK: I would say, my top 3 traits, being: my positive attitude, strong negotiation skills and the ability to turn any conversation into a meaningful connection.
M: And on the flip side, what’s one human / ‘soft’ skill you’ve had to really work on improving over the course of your career?
KK: There are quite a few, but I’d highlight the art of active listening—picking up on non-verbal cues and subtle nuances. I’m still learning, but one day, I’ll have it mastered.
M: If you could share one piece of career advice with recent Uni graduates or candidates keen to work in the fields of banking, or CX strategy more broadly, what would it be?
KK: First and foremost, it is never about you, it is always about your audience.
How can you make their life simple? Always think from your audience’s perspective. It’s never about you. It is always about your audience, what they need and why they need it.
Understanding human behaviour, building relationships, and anticipating needs. Strive to blend technical expertise with a genuine empathy for customers and clients. This balance will set you apart in a competitive landscape and help you drive meaningful, sustainable impact.
Prioritising your audience's needs is paramount. Understanding their requirements and motivations is key to delivering value. Effective communication involves empathy, relationship-building, and anticipating needs. Combining technical expertise with genuine empathy fosters meaningful and sustainable relationships, distinguishing you in a competitive environment.
M: You’ve been granted approval to add one University graduate to your team, but have 100 applicants, all with outstanding academic results. How do you find your perfect candidate - what are you looking for?
KK: While aptitude matters, for me, attitude is everything. Grades and knowledge may open doors, but real potential only shows when the rubber hits the road. Top 5 traits that I would look for:
A positive energy and a beaming smile that uplifts the room
Kindness
Can-do attitude
A team player
Hands-on mindset, with the ability to take on any task, however small.
M: In the words of John Dewey, “education is not preparation for life, education is life itself.”
What’s next on your #learning agenda?
KK: Expanding my knowledge in Agentic AI especially in its ability to predict strategic decision-making for business processes.
Personally, staying ahead of trends and learning from my experiences to make my life simpler and more meaningful.
Karan Kanchan
Director of Business Development & Strategic Accounts at ProbeCX
Karan is a proven banking and financial services executive with 20+ years experience driving digital transformation, operational excellence, setting up global capability centres and building high-performing teams across Australia and global markets. Karan has deep expertise in banking, payments, risk, analytics, outsourcing, and contact centre transformation, delivering scalable, customer-focused solutions for top financial institutions. More broadly, Karan is an acclaimed industry thought leader, shaping global conversations on banking innovation, AI, CX, and digital strategy. He is passionate about optimizing costs, enhancing financial performance, and leading enterprise-wide change.
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