Senior Customer Experience Manager - Wealth and Personal Banking

HSBC

  • Kowloon City, Hong Kong
  • Permanent
  • Full-time
  • 1 month ago
Job descriptionSome careers grow faster than others.If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.Customer Value Management is vital in maintaining HSBC’s position as a provider of world-class wealth and personal banking solutions, directing business development with a focus on customers. The team works to ensure the most appropriate pricing, products and promotions are directed to the most relevant customers, concentrating on building value, treating customers fairly and creating a superb customer experience.We are currently seeking a high calibre professional to join our team as Senior Customer Experience Manager.Principal Responsibilities
  • Deliver the holistic customer experience strategy that can drive sustainable customer engagement, recommendation and business growth
  • Drive a customer feedback loop mechanism by acting on customer voices and enhancing prioritized customer journeys, leveraging on the NPS Eco-System to drive customer advocacy
  • Critically review end-to-end customer journeys / initiatives from the lens of customers and mobilise journey owners for effective enhancements
  • Drive Wealth and Personal Banking’s strategic initiatives and customer experience projects that align with the long term vision of business and customer growth priorities
  • Deliver global Customer Experience initiatives across key customer interfaces or channels to ensure quality, consistent and sustainable customer experience
Requirements
  • University degree or professional qualification in a relevant discipline
  • Sound understanding of the Wealth and Personal Banking business and strategy, with extensive customer strategy experience is a definite advantage
  • Excellent customer focus, with the capacity to anticipate customer needs and demonstrate commitment to providing the highest levels of service
  • Ability to drive and mobilize change while working across a multisite matrix organization
  • Strong planning and organizational skills, with the ability to balance a range of competing priorities
  • Innovative and a self-starter approach, with the ability to act on own initiative and exercise creativity in problem solving while coordinate a wide variety of solutions and projects
  • Analytical skills offering the capacity to identify and address areas for development and improvement
You’ll achieve more when you join HSBC.HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.Issued by The Hongkong and Shanghai Banking Corporation Limited.

HSBC