Senior Customer Experience Manager - Wealth and Personal Banking
HSBC
- Kowloon City, Hong Kong
- Permanent
- Full-time
- 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
- 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