Theodoros Papadopoulos steps down as BOV Chief Customer Experience Officer after five years

Theodoros Papadopoulos has announced that he is stepping down from his role as Chief Customer Experience Officer at Bank of Valletta (BOV), bringing to a close a five-year chapter which saw him hold three executive roles at the bank.

Announcing the move, Mr Papadopoulos said he will not be taking on another executive position, but will instead shift his focus towards executive coaching and leadership development.

“I did not want my next chapter to be about a bigger title. I wanted it to be about helping other people grow into theirs,” he said.

While leaving BOV’s Executive Committee, Mr Papadopoulos will retain a connection with the bank, continuing to serve as an Executive Coach and supporting its leaders as they take on greater responsibilities.

At the same time, he is launching Grow Beyond, his own executive coaching and mentoring practice, aimed at leaders taking on larger roles, navigating career transitions or adjusting to increased leadership responsibility.

Mr Papadopoulos’ five years at BOV saw him serve across three executive mandates, including as Chief Digital Officer, before taking on responsibilities related to strategy and subsequently serving as Chief Customer Experience Officer.

Looking back at his time at the bank, he highlighted BOV’s digital transformation and efforts to place customer experience higher on its organisational agenda among the areas he helped develop.

During his tenure, BOV also marked CX Week and organised what Mr Papadopoulos described as Malta’s first dedicated Customer Experience Conference for two consecutive years, bringing international speakers to the country.

The bank's customer experience work also received two Highly Commended distinctions at the 2025 European Contact Centre & Customer Service Awards.

However, Mr Papadopoulos said the development of people within the organisation stood out more than the accolades.

“Organisations do not transform. People do,” he said, arguing that transformation happens when employees are trusted, given space to make decisions and led by people who do not feel they need to have all the answers.

Reflecting on what he expects to remember from his time at BOV, he pointed to “the people who grew”, including colleagues who took on greater responsibilities and developed into leaders.

He thanked his teams, fellow Executive Committee members and BOV’s Board of Directors for their trust throughout his three executive mandates.

“Now, on to helping people grow beyond what they thought possible,” he concluded.